Contact the IT Department
If you would like to request assistance from the I.T. Department, please submit a helpdesk request via the web at:
Submitting a helpdesk request ensures that your issue will be handled as soon as possible.
If you need to call the I.T. department, please call the main I.T. phone number and choose the appropriate option:
From inside the building, call x4233.
From outside the building, call 270-4233.
You will hear a recorded message. Select one of the following options (you can press 1 or 2 immediately and not wait for the recording to finish):
Press 1: This will ring all I.T. desk/office phones, and an available I.T. staff member will answer. If no one is available to answer, leave a message and we will return your call as soon as possible. This option should be used during normal business hours (Monday to Friday 7:30am to 4:30pm) when I.T. staff are in the building.
Press 2: This will forward the call to the on-call I.T. cell phone. This option should only be used after hours or on weekends, and only for issues that are critical in nature and that must be resolved immediately.
The I.T. Department asks you to follow this procedure as it allows us to provide the best possible response and service to all city staff. The I.T. Department has staff members assigned weekly to primary support and on-call roles, and the above procedures ensure workload is distributed evenly and that all staff are cross-trained appropriately.
This procedure also eliminates the need for city staff to call multiple extensions in an effort to find someone from I.T. The voicemail box tied to x4233 will be actively monitored Monday – Friday between 7:30am and 4:30pm. If you call I.T. but receive no answer, please leave a voicemail and we will get back to you as soon as we can.
Finally, we ask that you refrain from calling or emailing your favorite I.T. employee directly to assist you instead of utilizing the above procedure. We need your help to ensure all of us in I.T. are properly cross-trained to ensure the best possible support experience.