IT Help Desk

The IT Help Desk serves ICS staff, students, parents/guardians, and visitors; a community of about 3000 people. The ICS IT Help Desk is located in the HS Block, room S020 and is open from 7:00 AM - 4:30 PM to assist students and staff with technology issues. There are two ways to get technical assistance:

We specialize in:

Supporting classroom technology from hardware to software
Personal Hardware & Software Troubleshooting
Register laptops, phones, and tablets to EagleNet - ICS's wifi network
Laptop servicing for students (broken screen repair, broken hinge)
Application Installation (Adobe, MAP)
Printer Setup
IT equipment Check Out/borrowing
Troubleshooting a wide range of technical challenges from logins to browser settings
Home Connection support for teachers

General Tech Help Suggestions

For laptop/tablet/phone issues, it is best to visit the IT Help Desk in person as it is difficult to troubleshoot these issues over email. Additionally, if you have one tech item that you need for your classroom, it would be more expedient to visit the Help Desk than to send an email.

For classroom technology issues like internet connection, projectors, printers, iPads you can send an email to ithelpdesk@icsaddis.org. We prioritize technology issues that affect groups of teachers and or students vs. one-person issues.

For Technology requests (hardware or software):

To borrow tech devices such as iPads for an event or project, please email the IT Help Desk at least one week before the event. Specify what is needed on the iPads in terms of apps, quantity needed and the date needed. Please plan to pick-up the iPads from the IT Help Desk.

- For other tech equipment requests, you can also email the IT Help Desk. Please note that we do not stock large numbers of devices as this type of request should come during the budgeting season.

For larger purchases such as TVs and Software subscriptions, you will need to complete this form for approval and annual budgeting.

Ticketing System and Response times:

Tickets (Requests and Incident types) are created when you send an email to ithelpdesk@icsaddis.org. The IT Team service level agreement is to resolve the majority of tickets within 3 days. If there is something more urgent, we will of course react faster than 3 days. During the beginning of the school year and end of the school year, it might take a bit longer to resolve some issues.

Here are some of the common requests that the IT Help Desk receives:

How do I login to different systems at ICS?

How do I setup a printer on my laptop?

How do I connect wirelessly to Epson projectors?

How do I change my Google password?

How do I reset my wifi password?

How can I update Microsoft office 365?

Can I borrow Tech equipment from the Help Desk?

What are my internet service options at home?

Extension: 6999

Cell Phone: 0954-925-200

Email: ithelpdesk@icsaddis.org

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