IT Help Desk Processes

The IT Help Desk serves ICS staff, students, parents/guardians, and visitors; a community of about 3200 people. There are two ways to get technical assistance - one is to visit the IT Help Desk in person in the High School block, room S020. The second way is to email ithelpdesk@icsaddis.org.

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.

Ticketing System and Response times:

Tickets 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.