Project Description

Free Help Desk initiative

95% of problems reported by new computer users are the result of user error.  Yet, low-income users rarely have access to technical support, causing many to get frustrated and some to stop using their computer. That is why he WTA in collaboration with DC Government / OCTO are launching Washington DC’s first and only free tech support help-line for low-income DC residents on July 31st, 2020.

We now need tech-savvy individuals and/or IT help-desk volunteers who want to help low income students and adults in DC at this critical time when computer use is essential for education and social distancing.  Best of all, you can volunteer from home whenever you like! 

We built an advanced cloud-based service management system based on Opsgenie, Jira Service Desk and Confluence, all hosted on the Amazon Cloud.  These are the same tools technology support professionals use, so you will be gaining relevant work experience while helping others.

Volunteers take a 3-hour on-line training then sign up for 1 to 8 hour shifts. Calls are routed to their cell phone and service records are managed in the cloud.

  • LEVEL 1 Volunteers: May have less technical skills but solid human relation skills.  They receive the incoming calls, then catalog and classify the problem in our cloud-based system.  They try to address the problem if they can, or allow the cloud-based system to route the problem to volunteers with expertise in the problem area.
  • Level 2 Volunteers: Have experience troubleshooting Windows and/or MAC OS and PC and/or MAC hardware.  Most are A+ certified and/or work on a helpdesk as their day-job.  Some are seeking work experience for employment.

To Get a Help Desk Volunteer Application Please Email with “Application” as the Subject