Q: How do I contact the Help Desk?

A: You can submit a ticket by emailing the Help Desk directly at helpdesk@iowacityschools.org. You can also reach us by phone at extension x4357. For outside callers, dial (319) 688-1000 and select the option to enter an extension.

Please note that during times of high call volume, we may not be able to answer right away. If that happens, please leave a message—your voicemail will automatically create a ticket in our system. The Help Desk is open, Monday through Thursday, from 7:30 AM to 4:30 PM, and Friday, from 7:30 AM to 4:00 PM.

Q: My student broke their Chromebook, how can we get this fixed?

A: If your student is in elementary school, please have them bring their broken device to the school librarian. Elementary librarians work closely with the Technology Department and can help coordinate sending the device in for repair.

For secondary students, each building has a dedicated technical support specialist, typically located in or near the library. Your student should contact their building technician or librarian for assistance with device repairs.

Families enrolled in the online learning program can either reach out directly to the program or contact the Help Desk for assistance.

During the summer, please contact the Help Desk. We’ll be happy to schedule an appointment to have the device repaired or replaced.

Q: My student has lost their Chromebook. Who should I report this to?

A: If your student attends an elementary school, please direct them to the school librarian. Elementary librarians work closely with the Technology Department and can assist with setting up a replacement device.

Secondary students should reach out to their building’s assigned technician, who can help locate the Chromebook or begin the process for a replacement if necessary.

During the summer, please contact the Help Desk.

Q: Are families responsible for any fees associated with lost or damaged Chromebooks or chargers?

A: Currently, there is no district-wide policy in place regarding payment penalties for lost or damaged district-issued equipment.

Q: I’ve blocked specific websites for my student using the Parent Securly app, but I can still see that they’re accessing those sites. Why is this happening?

A: When your student is at school and connected to the district Wi-Fi, the district's network policies take precedence over any settings applied through the Parent Securly app. If you'd like certain websites blocked while your student is on the district network, we recommend contacting your school to discuss setting up a plan for restricting access to those sites.

If you believe your student is accessing content you've restricted while at home, please contact the Help Desk for assistance.

Q: I’m traveling outside of the United States with my student. What steps should I take to ensure their Chromebook and account continues to work while abroad?

A: Please contact the Help Desk and provide the following information: the dates of your trip, the country or countries you’ll be visiting, and the tag number (a six-digit number on a black sticker) of the Chromebook your student is using.

Q: My question isn’t listed.

A: Contact the Help Desk! If we’re unable to answer your question or accommodate your request, we can typically direct you to the appropriate department for further assistance.