Tech Support

For Parents/Students: Please call 201-646-6820 or send an email to tech@hackensackschools.org. 

For Staff:

Please be advised that no technology issue/request will be addressed unless it has been entered into IncidentIQ.  Except in cases of emergency, which are defined as situations where a large number of rooms/individuals are affected or there is imminent danger, no request or issue should be reported via email or phone directly to any technician or myself.  If you do not receive an update on your request within 24 hours (excluding weekends/holidays), please contact me and provide the ticket information. For a list of common issues and expected response times, please see the table below.

This process is in place for several reasons:  

• Using IncidentIQ ensures there is a record of your request

• Requests are properly routed automatically to the individual(s) responsible for support of the specific type and location of issue

• It provides valuable data that we analyze periodically to identify problem areas and balance workload

• Technology staff is evaluated on how quickly and efficiently they address requests.  If issues are not entered into IncidentIQ, this may negatively impact their evaluation. 

There are a few types of issues that should not be reported using IncidentIQ:

• Genesis Issues (including login)
  Please contact Juleen Burke for support with Genesis.

• Printer Issues
  Toners, drums and service must be requested using the Toshiba Business Systems 1-800 number provided on the device.  In some cases, if the issue is due to connectivity, it may be referred back to our technology department.

**Please note that while we will make our best effort to meet the response times provided above, we cannot garauntee your issue/request may be fully resolved in the timeframe provided as there are many variables that can impact how quickly an issue is addressed.