Empower Students to Improve Communities
Help Desk
Need tech help? You're in the right place. Use the options below to submit a ticket, find a quick answer, or reach the IT team directly. For urgent issues affecting classroom instruction, contact your school office directly rather than waiting for a ticket response.
Submit a Ticket
Response Times & What to Expect
You'll receive an automatic confirmation email with a ticket number, keep this for reference A member of the IT team will review your ticket, typically within one business day You'll receive a response by email with next steps, a solution, or a request for more information If your device needs a physical repair, the IT team will coordinate pickup or a loaner.
| Priority | Examples | Target Response |
|---|---|---|
|
Urgent |
Classroom projector down, entire class can't log in |
Same day |
|
High |
Teacher's device not working, testing platform issue |
Within 1 business day |
|
Normal |
Single student login issue, software request |
Within 2 business days |
|
Low |
General questions, non-urgent requests |
Within 3 business days |
Self-service — fix it yourself
Accounts & Login
- I forgot my password - Students reach out to your main office and they can provide your password to you or submit a ticket to have your password reset. Staff can submit a ticket by the form or emailing helpdesk@cohassetk12.org
- My account is locked - wait 30 minutes, then try again; if still locked submit ticket
- I can't access a specific platform — make sure you're signed in to your district Google account, not a personal one.
- A new student doesn't have an account yet - allow 2–3 school days after enrollment; contact your school office if it's been longer
Devices & Connectivity (for district owned devices)
- My Chromebook won't turn on - hold the power button for 10 seconds to force restart
- My device won't connect to school Wi-Fi - restart the device; if personal device, check the certificate is installed, see the Device Support page.
- My device is running slowly - restart it and close unused tabs; if the problem persists, submit a help desk ticket
- My device screen is cracked or damaged - do not attempt to repair; contact your school office.
Software & Platforms
- A website or platform is blocked - if you believe it should be accessible for educational purposes, ask your teacher to submit an unblock request
- Google Classroom isn't showing my class - confirm with your teacher that you've been added; try signing out and back in
- A district app won't install - contact the help desk; students cannot install apps independently on school-issued devices
- I need access to a new software tool - staff submit a Educational Technology Approval request ticket; students should ask their teacher
Printing
- The printer isn't showing up - For Students: See the "Printing" section on Device Support. For Staff: Submit a Help Desk Ticket.
- A print job is stuck; printer is not working - For students let the librarian in the Learning Commons know and hey will address it. For staff reach out to the main office for the building.
Contact the IT team directly
Help desk email: helpdesk@cohassetk12.org
In-person support - Room 275 in the High School or for other buildings submit a help desk ticket.
School office contacts For device repairs, loaner requests, or issues affecting a whole classroom, contacting the school office directly is often faster than a ticket:
- Cohasset High School - 781-383-6100
- Cohasset Middle School - 781-236-1070
- Deer Hill School - 781-383-6115
- Osgood School - 781-383-6117
Software & Access Requests
Please check the Software & Digital Tools before requesting new software.
Teachers and staff who want to use a new digital tool or platform with students must submit a software review request using Educational Technology Approval Form. All tools used with students must be reviewed for student data privacy compliance before use.
Requesting access to an existing system
If you need access to a district system you don't currently have - Aspen, a curriculum platform, HR system, etc. - submit a ticket with your name, role, school, and the system you need access to.