Submitting a Service Ticket

Email: helpdesk@cityofmadison.com

Phone: 266-4193

Please include the following in your request.

  • Your full name.
  • Your agency.
  • Telephone number.
  • A brief description of the issue. (When did it start happening? Does anyone else around you have the same problem? Did you recently get any new software?)

Appointments Required for In-person Support

In efforts to provide the best experience possible, all in-person Help Desk support is by appointment only. Please contact the Help Desk to set-up a service appointment, as walk-in or “stop-by” assistance is not supported.

Contact the Help Desk for a Service Appointment

Email: helpdesk@cityofmadison.com

Phone: 266-4193

Please include the following in your request.

  • Your full name.
  • Your agency.
  • Telephone number.
  • A brief description of the issue. (When did it start happening? Does anyone else around you have the same problem? Did you recently get any new software?)

Service Appointments: What to Expect

Symptom Self-Screening Policy

Please follow your department’s COVID-19 Symptom Self-Screening Policy prior to coming to the City-County Building for your Help Desk service appointment. All Help Desk staff are also following this policy. The mutual adherence to a Symptom Self-Screening Policy will aid in reducing the spread of COVID-19 in the workplace, keeping City staff healthy and safe.

Bring Equipment to the Help Desk

When scheduling an appointment, Help Desk staff will tell you where to drop off or pick up equipment. This is to ensure that everyone can practice safe social distancing and proper sanitation.

Clean Your Workspace

If the Help Desk will be setting up or configuring technology within your workspace, please clean surfaces that are frequently touched (e.g., desks, countertops, electronics, doorknobs) just prior to your appointment.

Avoid Close Contact

When scheduling an appointment, identify a time when you will not be present in your workspace and arrange appropriate access for Help Desk staff. If you have to be present, please wear a mask and allow for a distance of at least six feet between you and Help Desk staff at all times.

Drop-offs & Pick-ups

When dropping off or picking up equipment, avoid handing and taking equipment directly from Help Desk staff. Instead, allow staff to pick up the item, install or remove equipment without physical contact. Help Desk staff will walk you through the expectations of this process prior to your appointment.

We appreciate your cooperation!

We appreciate your cooperation and mutual adherence to these guidelines. Help Desk staff are taking extra precautions to adhere to CDC safety and social distancing guidelines, including the sanitization of all technology hardware and equipment. Staff may need additional time to prepare for appointments, to ensure safe support delivery for customers.

Technology Standards

Standards provide a consistent set of tools for the development and efficient maintenance of the City of Madison's Information Technology (IT) infrastructure. A well-defined set of standards can reduce support costs and improve support while allowing needed levels of flexibility. City of Madison Information Technology maintains technology standards with input from content experts in various IT divisions and other City agencies. These standards reflect the best industry practices that meet the requirements of the City of Madison. Staff can utilize the City's Technology Standards Directory to view the comprehensive inventory of standard hardware and software available to City agencies.

In addition to providing a reliable and manageable set of tools, software standards meet base protections for City data. Each technology presents opportunities to provide services, as well as risks, based on those services. City technologies must meet or align with National Institute of Standards and Technology (NIST) federal best practice requirements. This version of the Directory has been modified to protect sensitive technology information. The Directory will be updated annually, and the most updated, redacted version will be posted to EmployeeNet.

Technology Standards Directory

About the Help Desk

The Help Desk serves as a single point of contact for Information Technology customers. All questions and problems pertaining to your computer or telephone should be called into the Help Desk. All calls are entered into a Call Tracking Software package and assigned a call number. Calls which cannot be solved over the phone or remote controlling your computer will require an on-site visit. It is the goal of the Help Desk to make the initial determination of the problem the same day. Depending upon the severity of the problem, it may take longer to resolve. 

Staff do work after hours to resolve critical network or system outages. If you encounter a technology problem after hours that (1) affects multiple people, (2) is of a critical nature, and (3) cannot be solved by standard troubleshooting, use the On Call number. If the problem can wait until the following business day, please either call the Help Desk main line to leave a voicemail or send us an email.