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Service Desk

General
Availability Core business Hours: Mon-Friday, 7:00am to 4:30pm
After Hours Support OTS will provide on call support outside of core business hours.
Remote Support OTS will use tools which will allow our Service Desk and Desktop Support teams to provide remote support to statewide office locations.
Onsite Support OTS will provide on-site support technicians to resolve issues that cannot be resolved immediately.

 

Service Desk Support
Contact Methods (Telephone, Email and Web Portal)
User Management (Update/Modify User Information in Ticketing system, Active Directory Password Resets and Unlock User Accounts)
Basic and complex computer hardware troubleshooting - Supported hardware includes state issued or authorized workstations, network printers and network scanners.
Basic and complex computer software troubleshooting
Provide updated ticket information to users
Service assigned tickets
Ticket Reassignments and Escalation
Remote desktop control to resolve computer issues
Productivity Suite Support
Assist in providing basic "How To" instructions and User Self-Service Guides