IT support
IT support
How to reach IT
Post in #it-help on Slack for anything day to day — that's faster than email and gets you a real person, not a ticket number in a queue nobody reads. For anything that needs tracking over more than one message, or that happens outside business hours, open a ticket in Freshservice; the link is pinned in #it-help.
Response times
Most requests — a software install, an access request, a general "how do I" question — get a response the same business day, usually within a few hours. Password and MFA lockouts are treated as urgent and get a response within 30 minutes during business hours. If something is actively a security concern — a phishing click, a lost device, unusual account activity — say so explicitly in your message; it jumps the queue and gets a person on it immediately, any time of day.
Passwords and multi-factor authentication
Almost everything runs through Okta single sign-on, so most of the time you're managing one password, not a dozen. If you're locked out, use Okta's self-service password reset first — it's faster than waiting on IT and works around the clock. If self-service doesn't work, that's when
it-help comes in. Never share your password or approve an MFA push you didn't initiate yourself,
even if someone claiming to be IT asks you to — a legitimate request from IT will never ask for that.
Reporting phishing
If an email looks off — an unexpected attachment, a link that doesn't match where it claims to go, urgency that feels manufactured — use the "Report Phishing" button in Google Workspace rather than just deleting it. That routes it to IT for a look, and if it's part of a broader attempt, reporting it helps everyone else too. You will not get in trouble for reporting something that turns out to be legitimate; you might for clicking something you weren't sure about and not saying anything.
Your devices
Company laptops are enrolled in Jamf (Mac) or Intune (Windows) for device management, which is how IT pushes security updates, enforces disk encryption, and can remotely lock or wipe a lost or stolen device. This isn't optional monitoring of what you do — it's limited to security posture and compliance, not activity tracking. Personal use of a company laptop for ordinary things (checking personal email, browsing) is fine within reason; the acceptable-use policy exists mainly to rule out installing unapproved software that could introduce risk, not to police normal life.
If your laptop is lost or stolen
Report it to #it-help immediately, even if you're not sure it's actually gone — a device that turns up in your bag an hour later costs nothing to report and un-report, while a real loss reported late is a real exposure. IT will remotely lock the device through Jamf or Intune, and you'll get a loaner or replacement, typically the next business day.
Questions
Anything hardware, software, or access related starts in #it-help. For account access tied to a role change or a team move, loop in your manager too, since some access follows role rather than device.