About Desktop Support Technician

This service provides a desktop support technician at an hourly rate to assist with troubleshooting devices that are unsupported to ensure that state agencies, boards, and commissions maintain a stable, efficient computing environment. The utilization of this service requires Desktop Support Basic and is intended to be used as assistance during projects and on unsupported devices.

What problems it solves

Desktop Support Technician provides technical support at an hourly rate to help agencies and boards complete tasks or troubleshoot a technical issue.

What the Service provides

• A technician to assist with:
  • Troubleshooting unsupported devices such as printers and board member laptops
  • Installations
  • Diagnosing and repairing organizational hardware and equipment
• Personalized assistance with tasks that are difficult or otherwise impossible for agencies or boards to complete on their own
• On-site support
• Integrated security compliance management which allows agencies, boards, and commissions to:
  • Set baselines for security
  • Report on systems deviating from the standard
  • Automatically bring systems into compliance
  • Effectively secure data

Benefits of this Service

• Saves agencies and boards time, capital, and resources
• Custom support tailored to reach effective solutions
• Convenient on-site support

Billing Unit: Hour

Billing Code: 5231

Eligible Customers

• All State Agencies, Boards or Commissions under 200 Users

Service Prerequisites

• This service requires a Service Desk (Subscription) and Desktop Support Basic (Subscription).

Scope of Service

• Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select Desktop Support then select the category related to the issue(s) with your account or the application.

Service Commitment

• Response Time: 24 - 48 hours (depending on severity)
• Resolution Time: Dependent on issue
• Support Time: 8AM - 5PM Monday - Friday

Related Services

• Desktop Support Basic (Subscription)
• Service Desk (Subscription)

How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager or submit a request using our Contact form (select Subject "Engagement Management").