Tag Archives: Tech Support

ICCSD Tech Support

Iowa City Schools students, families, and staff can reach us to obtain technical support using any of the methods listed below. Also, please check out our Frequently Asked Questions page to support home use of technology during the COVID-19 pandemic.

ICCSD Helpdesk

Hours: 7:30 AM to 4:30 PM, Monday – Friday

helpdesk@iowacityschools.org

Phone: (319) 688-1950

Chat: Use the chat option available in the bottom right corner of this page during business hours.

Spanish language support is available at the ICCSD helpdesk.

After-Hours Help

Hours: 4:30 PM to 10:00 PM, Monday – Friday

Click here to reserve a time slot

Pearson Education has partnered with the Iowa City Schools at no charge to offer after-hours technology support through their customer service centers in Iowa City and San Antonio, TX.

The District has coordinated with  Pearson to help support District students, families, and staff, though please be aware that certain types of requests will need to be referred back to the District.

Spanish language support is available via the Pearson after-hours support.

Frequently Asked Questions

Please check this document for current answers to the most common questions we receive related to offsite learning.  

Tech Support Changes

For a number of years, District schools and facilities have been served by a combination of the centralized Help Desk, along with a technician who is assigned to a group of buildings.  Typically, technicians are responsible for 6-10 schools, depending upon school size, and handle almost all types of support requests generated from those buildings.  The three comprehensive high schools are each served by a full-time technician, each of whom also have responsibilities related to the student technician internship program.  

While this approach provides consistency for our schools and other sites – who can generally anticipate being supported by a single individual – it creates substantial challenges in terms of coverage for long-term absences, limits our ability to efficiently specialize support, and makes it difficult to respond to demand surges (at the beginning of the school year, for instance).  

Implementing a New Model

Beginning today, we will be implementing a new model that maintains the high school building technician roles – support services for the high schools will remain largely unchanged – but expands the role of our Help Desk while converting technician assignments to support category-based rather than building based for all other schools and sites.  For example, if a printer-related ticket is submitted by Borlaug Elementary, the technician responding will be one who has printing as a category assignment, rather than a technician who has Borlaug as an assigned school.  

The support categories align with those in our ticketing system, and include: 

  • Accounts, Software, and Cloud Services
  • Classroom Technology, Networking/Internet, and Printing
  • Hardware Repair and Support

Each category will have two assigned technicians, providing greater resiliency in the event that one staff member is unavailable.  Service will still be delivered via the Help Desk and in schools and classrooms, and this model will allow the department to more accurately assign support requests to the proper technician(s), to target our internal professional development around areas of specialization, and to provide more consistent service throughout the District.  

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