Dear MLSD Staff,

We are committed to continuously improving our technology support services to better serve you and ensure a seamless experience across our district. As part of our ongoing efforts, we have made some important adjustments to our technology support structure:

Key Changes to Technology Support:

• Transition to Incident IQ for Support:
  To streamline our support process, all technology support requests will now be managed exclusively through Incident IQ. This allows us to efficiently prioritize and address your needs.
• Account Lockouts, Password Changes, and Urgent Issues:
  Please utilize our Password Reset Portal for account lockouts or password changes. We encourage everyone to set up their security questions in the portal before the school year begins. Detailed instructions are available in the Tech Knowledge Base. If your account lockout cannot be resolved through the Password Reset Portal, or if you have an urgent issue, please contact the Technology Help Line at x4411 (internal) or (509) 793-2698 (outside the district).
• Support Access:
  • Email: For general support, please email helpdesk@mlsd161.org. These requests will be handled with medium priority.
  • Portal: For more urgent issues, log into the Incident IQ portal, where you can choose categories that assign Urgent or High-priority status to your tickets, based on our service level agreements.
  • Phone: For account lockouts and urgent issues where you cannot open a help desk ticket through the Incident IQ portal, assistance will be available by calling the Technology Help Line at x4411 (internal) or (509) 793-2698 (outside the district).
• Self-Help Resources:
  We have enhanced our self-help resources, available on the MLSD IT Resources website and within the Incident IQ portal. These guides offer step-by-step instructions to help you resolve common issues independently.
• Communication Protocol:
  To maintain efficiency, we kindly request that all technology support requests be submitted through Incident IQ. Direct calls to technology staff for support will be redirected to the proper channels.
• Ongoing Training and Updates:
  We are committed to providing you with the necessary tools and training to adapt to these changes. Please watch for updates and additional resources that will be shared to assist you.

We appreciate your cooperation and dedication as we work together to enhance our technology support services. Should you have any questions or require further assistance, please do not hesitate to contact the technology department at helpdesk@mlsd161.org.

Thank you for your continued support and commitment to our students and community.

Kindest regards,
Marlin Howell
Technology Director, MLSD