User & Device Support Services
User and Device Support Services
Overview
End User Computing functions as the statewide first point of contact to provide support services for all technology related incidents, issues and requests. These support services include multiple components of remote and onsite based Service Desk and Device Management operations statewide. Primary services provided are service desk end user support, onsite user device hardware and software support, hardware imaging and deployment, network printer and multi-function device support, local equipment moves and basic support for training labs and conference rooms.
Availability
- Core business Hours: Monday to Friday, 6 a.m. to 6 p.m.
- After Hours 24x7 Support: EUC will provide after-hours Service Desk phone support 24x7 to resolve basic problems or escalate reports of major issues to on-call staff
- Best Contact Methods: 225.219.6900 or 844.219.6900 (Toll Free) Web Service Portal
- Secondary Contact Method: Email OTS Support
- Automated Call Distribution System: Interactive phone system for calls to be placed by any OTS customers to request assistance with any OTS related incidents and requests 225.219.6900; 844.219.6900
Service Management System
Web service portal for tickets to be issued by any customer to request assistance with any OTS related incidents and requests
Remote Support
EUC will use tools which will allow our Service Desk and Field Support teams to provide remote support to statewide office locations
Onsite Support
EUC will provide on-site support with regional technicians statewide to resolve end user device issues that cannot be resolved remotely
Summary of Included Services
ENTERPRISE SERVICE DESK - PHONE SUPPORT
Contact Methods: Telephone, Web Service Portal and Email
- User Account Management (Update/Modify Account Information, Password Resets and Unlocks)
- Basic and complex computer hardware troubleshooting - Supported hardware includes state issued or
authorized desktops, laptops, tablets, docking stations and monitors - Basic and complex computer software troubleshooting – state issued or authorized software and
applications - Provide users with ticket status information
- Ticket routing and escalation between support teams
- Remote desktop control to resolve computer issues
- Basic "How To" instructions and User Self-Service Guides
- Coordinating resolution of Executive VIP requests
STATEWIDE FIELD OPERATIONS – ONSITE and REMOTE SUPPORT
Contact Methods: Web Service Portal
- Complex computer hardware troubleshooting - Supported hardware includes state issued or
authorized desktops, laptops, tablets, docking stations and monitors - Complex computer software troubleshooting – state issued or authorized software and applications
- Remote desktop control to resolve computer issues
- Hardware deployments
- Coordination with internal and external support teams for issue resolution
- Device sanitization
Operating System Support: Support the state standard operating system on all approved devices for in-scope agencies. This will include vendor updates and out of band updates, all operating system troubleshooting, and upgrades to those operating systems in the future. This will include 32-bit and 64-bit operating systems.
Productivity Suite Support: Support a standard productivity suite. The applications included in this suite are Word Processing, Spreadsheet, Presentation, and Email packages. This will include troubleshooting and upgrades to the most current versions in the future. This does not include formal training.
Non-Standard Software Installations: Install and support software which is authorized for use by OTS and the agencies.
VPN and Remote Access Support: Provide and support VPN and other remote access client software on state owned devices. Installation and configuration instructions will be provided for VPN users on non-state equipment.
Hardware Support and Maintenance: Provide hardware support including installation, diagnostics, troubleshooting, part replacement, delivery, warranty part management and limited equipment moves. The standard supported items are Windows based computers, laptops, tablets and all internal parts and external peripherals [Examples include: Monitor, Docking station, keyboard/mouse, video cards, hard drives, RAM, etc.
Local Network and Server Support: Provide basic troubleshooting and support in cooperation with OTS and third party server and network infrastructure support teams for network and server equipment located in OTS customer field offices around the state.
Hardware Device Sanitization: Provide data sanitization services pursuant to DOA Policy No. 22.
Active Directory Objects: Manage user and device memberships on the state Active Directory domains.
Endpoint Security: Deploy desktop security solutions which will help prevent malware and malicious attacks. OTS will manage anti-virus software and will provide troubleshooting of malware and virus cleanup through the anti-virus software and other third party tools. OTS will manage hard disk and
device encryption where applicable.
Image Management: Centralized image development, standardization and maintenance which includes coordination with Information Security and other OTS teams to evaluate, test and approve baseline changes.
Software and Patch Distribution: Centralized software package development, testing and deployment. Software inventory management, patch management, policy management and reporting.
Profile Management: Provide user profile management.
IT Asset Tracking: Provide detailed data about IT assets including: hardware specifications and warranties, software licensing, installed applications and their versions, and locations.
Hardware Evaluation: Evaluate hardware to ensure the equipment meets end user requirements and OTS standards.
Printer and Multi-Function Devices: OTS will perform initial installation and setup of network printer and multi-function (print, scan, copy) devices. This includes the following: Configuration of new and replacement printers as well as configuration of multi-function unit network scanners (address book, scan-to-email and scan-to-folder). OTS will also provide standard onsite and phone support for troubleshooting issues or coordinating service calls with vendors.
- Desktop printers are supported as a best effort only and not a line of service.
- Installation, maintenance and support for any local desktop printers and local or standalone scanners are billed separately at the current OTS standard hourly rate for a Technical Support Specialist.
Desktop Computer Equipment Relocation: OTS will assist with supported desktop hardware relocation during localized office moves and reorganization. This includes reconfiguration of network settings on devices moved and reconnection of peripherals.
- Movement of computers, printers and associated peripherals between cubes, offices and floors inside the same office building is included.
- OTS must be notified prior the relocation or re-assignment of equipment
- Equipment moves between office buildings must be performed by a third party
Conference Rooms
Local Presentations: Assist users with departmental state issued laptops or other devices and presentations
Video and/or Audio Conferencing: Setup and Troubleshoot Connectivity
Device Support: Standard Desktop Support Services
Training Labs
Training Lab Setup - Install computer, printer and peripheral equipment
Device Configuration - Deploy software and configuration as required for training purposes
Audio/Video - Basic troubleshooting of issues with presentation equipment
Device Support - Standard Desktop Support Services
The services listed below are sample services that can be provided at the current hourly rate for an OTS Technical Support Specialist. These are not included in the Enterprise Desktop Support line of service rate and may be provided as best effort support and billed separately:
- Conference or event support
- Non-windows tablet support
- Smartphone support
- Camera and Video security systems
- Video conferencing equipment
