How to login to the IT Help Web Portal
In order to take full advantage of the IT Help web portal, most individuals will want to login to the portal. Logging in to the portal will allow users to view their open and pending tickets, submit new tickets, request a new item or service from IT, as well as view knowledge and solution articles for common issues and questions.
The portal is accessible from any device that has an internet connection; you do not need to be located on-site or be on VPN to access it.
Note: The IT Help portal is provided through FreshService which is Whitehead IT's ticket system.
Login to the IT Help web portal
- Visit the portal homepage at https://ithelp.wi.mit.edu.
- In the upper right corner of the page, click "Login".
- On the following page, you will be presented with an Okta Sign-in page. You will need to enter your Whitehead Username and your Whitehead Password, then click "Sign In".
- Your Whitehead username is everything that precedes the "@" of your email address.
- The password will be the same as your email.
- Once you sign in to Okta, you will be prompted to verify it is you using Duo. Click "Verify".
- Once you click "Verify" it will automatically send a push notification to your mobile phone to approve the login.
- You will need to click on the notification to open the Duo Mobile app, or you can manually open the app on your phone and select "Approve" for the login (If you do not recognize the login attempt click "Decline" and report it to IT immediately).
- Once approved, you will see the website update and bring you back to the portal.
- You can now view any of your open tickets, submit a new ticket, browse available knowledge, and submit requests for common items/services.
If you experience any issues with logging in, you can submit a ticket for assistance at any time or you can email ithelp@wi.mit.edu. You do not need to be logged in.