How To Get Help From IT

Overview: 

To ensure efficient and timely IT support, the Service Desk should be your primary point of contact for assistance. Whether you have a technical issue, need to submit a request, or require an update on a previous ticket, the Service Desk is equipped to handle your needs.

Instructions: 

1. Search the Knowledge Base

   • Our online Knowledge Base includes self‑service guides for common issues like password resets, email access, and troubleshooting steps. Often you can find the answer you need without waiting for a technician.
   • Check out the Knowledge Base here.

2. Submit a Ticket (Fastest Response)

   • Submitting a ticket is the quickest and most reliable way to get support.
     • Online Submission: Submit tickets using the service categories here.
     • Tickets ensure:
       • Your request is routed to the right technician
       • Nothing gets lost if staff are out of office
       • Progress and communication stay in one place.
   • Please submit tickets instead of calling or emailing IT staff directly.
     This helps us respond faster and prevents delays caused by individual staff availability.
   • If you are unable to reach the portal, you may also email service.desk@matsugov.us. Please be aware that tickets submitted via email may not receive the appropriate priority. To ensure proper prioritization of your ticket, please submit tickets using the client portal.

3. Call Only for Urgent Issues

   • For work-stoppage or time-sensitive needs:
     • Call the Service Desk at 907-861-8553
     • Hours: Monday - Friday, 8:00 a.m. to 5:00 p.m.
     • If your call is not answer please leave a detailed voicemail, and your call will be returned as soon as possible.

4. Service Desk Benefits

   • Timely Routing 
     • Your request is automatically sent to the correct team or technician without waiting for individual staff availability.
   • Coverage 
     • If someone is on vacation, in the field, or working on a project, your issue will still be assigned and addressed.
   • Status Updates
     • If you're unsure of your ticket status, call the Service Desk — we can look it up and provide updates immediately.

To ensure your IT needs are handled quickly, accurately, and efficiently, always start with the Service Desk, either by submitting a ticket or calling for urgent issues.