Employee IT Service Desk

Bonnie F. Johns Educational Media Center

8437 Landover Road
Landover, MD 20785

Phone No.

301-386-1549

Fax No.

N/A

Division:

Information Technology

Reports To:

Technology Integration and Support

NEW IT Service Desk

All staff will automatically be redirected to the new Incident IQ (iiQ) ticketing system for IT-related or Payroll/Absence Management support requests. Enter all new tickets using the directions below:

Go to help.pgcps.org
Login using your PGCPS username and password.
Check the Knowledge Base for a solution.
If needed, select New Ticket on your dashboard.
Enter the specific details of your request and submit.

Once the request is submitted, the requester will receive an email from PGCPS iiQ (iiQ@pgcps.incidentiq.com). These emails are not spam and may require action from the employee to resolve any open inquiries. To adjust the number of notifications you receive, view Options > Notifications in your profile.

Having Trouble with Access?

If you are having difficulty accessing the ticketing system, you may have to clear the cache using the directions provided.

Need Help Navigating?

For help using IncidentIQ, Access the Help menu or view this video. For payroll/absence management tickets specifically view this payroll video. You may also view directions on this document.

If you already submitted a ticket in our former system, please do not create a new one. Our team is actively working to resolve all existing requests.

Key Services

Service Request Management
Issue Resolution

Employee IT Service Desk Contact

PGCPS EMPLOYEES ONLY

Submit a Ticket

NOTE: When submitting a ticket online email responses can typically be expected 24-48 hours. This may vary slightly during seasons of peak support, including:

The start of a school year through October
On a cycle of every 6 months from the start of the school year, since employee passwords are required to renew every 6 months.

For urgent Technical Support 8AM to 4PM, Monday through Friday, call 301-386-1549.

Support Options for Teachers and Staff

Appointments

Times available Mon-Fri, 8AM-1:30PM

Schedule at http://bit.ly/PGCPSSD

Phone Support

301-386-1549

Mon-Fri, 8 AM-4 PM

Password Support

Mon-Fri 8 AM-2:30 PM

Online Zoom http://bit.ly/passwordspgcps

Ticket Submission

Available 24/7

Response time 24-48 hrs

Support for Parents and Students

Are you a parent, guardian, student, or school community member in need of assistance?

Please contact your school directly for support.

Time to change your password? ME Self-Service is here

Shanita Anderson

Supervisor, Information Technology