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: How can I get my password reset?

A: Please use a district landline phone to call the Help Desk if possible. Calling from a district phone adds an extra layer of security, helping protect against phishing attacks targeting both staff and the Help Desk.

If you know your password and would just like to change it, you can do so using the Password Reset tool. Please note, you must be on district Wi-Fi in order to reset your password.

Q: I submitted a ticket some time ago but haven’t received an update. Is my issue being worked on?

A: We apologize if you haven’t received a response to your submitted ticket. Please note that the tech department experiences a high volume of support requests during the back-to-school period, which typically begins the week before school starts and continues through mid-October. Response times should return to normal after that time frame.

We aim to respond to each ticket within 24 hours of submission; however, due to factors such as employee absences, high ticket volume, and unforeseen circumstances, there may be occasional delays. Tickets are generally addressed on a first-come, first-served basis. However, issues such as cybersecurity, student safety, or those impacting entire buildings may be prioritized.

If you haven’t received any updates on your support ticket, please reach out to William Henk at henk.william@iowacityschools.org.

Q: How can I get a district account and laptop for my student teacher?

A: To set up a district account for your student teacher, please have them fill out this form. Unfortunately, we are unable to provide devices for student teachers.

Q: Can I switch my staff laptop out for a different computer?

A: Depending on device availability, staff may switch devices based on their preferred operating system. However, these requests are evaluated on a case-by-case basis and may not always be accommodated.

Q: I'd like to create a shared email address for my department/club/office to use when communicating with students, parents/guardians, and the public.

A: We recommend using a Google Group, which allows multiple people to send and receive messages through one group address while keeping individual accounts secure and easy to manage. Each district email account is assigned to an individual user. Shared accounts can create security and management risks, such as difficulty tracking access, managing passwords, and ensuring data privacy.

Q: Can I get a monitor for my classroom to use with my laptop?

A: Classroom technology is provided based on our standard equipment allocations. Monitors have been allocated primarily for administrative staff and lab spaces. If you require a technology accommodation, please contact Human Resources.

Q: I need access to files from a former staff member. What’s the best way to go about this?

A: These requests are handled on a case-by-case basis. If you're requesting access to a Google Drive file, please include the file name and the name of the former staff member. Please note that inactive accounts are regularly deleted from our system, and some files may no longer be recoverable.

Q: I will be traveling outside of the country, will I still be able to have access to my email?

A: As part of our cybersecurity efforts, staff district accounts cannot be accessed from outside the United States. If you’re traveling abroad and need account access, please contact the Help Desk so we can assist with configuring access during your trip.

Q: I have a set of instructions I’d like to share here that I believe would be helpful for students, teachers, and parents/guardians alike.

A: Please reach out to William Henk at henk.william@iowacityschools.org. He will work with you to get these instructions created and posted.

Q: My question isn’t listed.

A: Contact the Help Desk! If we’re unable to answer your question or accommodate your request, we will be able to redirect you to the appropriate department for further assistance.

Q: How can I be made a local admin on my MacBook?

A: Local administrator access is restricted on district-owned devices to help maintain security, consistency, and reliable performance across the district. If you need to install software, adjust settings, or make other changes, please contact the Help Desk. An Onsite Technician will be able to assist with the necessary adjustments or authorize any required downloads.

Q: How do I access tools like Microsoft word and power-point while on a staff Chromebook?

A: Staff members can access Microsoft 365 through this portal. Simply log in with your district credentials to use the full suite of Microsoft 365 applications.

Q: How do I connect to a Projector/ScreenBeam with my staff Chromebook?

A: Please use this guide for step-by-step instructions on connecting your staff Chromebook to a ScreenBeam/projector.

Q: How can I make the Adobe Acrobat extension the default app for opening PDFs on a Chromebook?

A: We have instructions for that process that you can find here!