What Is IT Help Link – SOS?
IT Help Link – SOS is the City’s internal technical support system designed to resolve technology issues quickly and efficiently. Whether it’s a network outage, software malfunction, hardware failure, or account access issue, our goal is simple:
Minimize downtime. Restore service. Keep Bryant moving.
Technology supports nearly every department in the City. When systems are down, services slow. When services slow, residents feel it. SOS ensures issues are tracked, prioritized, and resolved with accountability and speed.
When to Use SOS
- Computer will not boot or is running abnormally slow
- Email or account login issues
- Printer or copier connectivity problems
- Network outages or Wi-Fi issues
- Software errors or access restrictions
- Security concerns or suspected phishing attempts
- New hardware or software requests
If the issue impacts public services or multiple employees, mark the request as High Priority when submitting.
How the Process Works
- Submit a Ticket – Provide a clear description of the issue.
- Receive Confirmation – You’ll receive a ticket number for tracking.
- Assessment & Prioritization – Issues are categorized by urgency and impact.
- Resolution – IT will contact you if additional details are required.
- Follow-Up – Once resolved, you’ll receive confirmation.
Emergency system-wide outages are escalated immediately and do not wait in standard queue rotation.
Cybersecurity Awareness
Technology security is everyone’s responsibility. If you receive a suspicious email, unexpected attachment, or unfamiliar login prompt:
- Do not click links or download attachments
- Do not enter credentials
- Immediately report the message through SOS
Early reporting helps protect the entire City network.