Procedure for Contacting IT

Information Technology Business Hours:

8:00 am – 5:00 pm

Monday - Friday (excluding City Holidays)

Contact IT in the following manner:

Non IT Support Contacts:

  • RMS / Police

    • Jason Foy - Phone: (309) 732-2510

  • Image Trend / Fire

    • Jon Briggs - Phone (309) 732-2800

  • Active Net / Parks and Recreation

    • Kimberly Kruse - Phone (309) 732-7267

After hours emergency support:

**Contact your supervisor to place an after hours emergency support call.

24 / 7 for Low and Normal Calls: (An ITSD staff member will contact you during the next scheduled normal business hours.)

  • Phone: 309-732- 2140 – leave a detailed message

  • Email support: ISHELP@rigov.org

24 / 7 for High and Critical Calls:

  • Phone: 309-732- 2140

  • Press 0 to be transferred to the ON-CALL support person’s Cellular Phone

  • Leave a detailed message and a callback number

  • A callback number is required, as the support person does not have the original phone number identified; the number shown is ITSD Help Desk Number 2140.

  • Allow up to 20 Minutes for a call from the ON-CALL Support Person.

If no response in 20 minutes:

  • Call 2140. Press 1 to be transferred to the Tier 2 ON-CALL Support Person

  • Leave a detailed message and a callback number for the Tier 2 On-Call Support Person.

  • You will receive a call by a Tier 2 ON-Call Support Person within 20 minutes.