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 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

User Support: Assistance to end users, addressing queries, troubleshooting issues, and ensuring a positive experience with software, hardware, or systems.

• A technician assists with:
  • Troubleshooting unsupported devices such as printers and board member laptops
  • Installations
  • Diagnosing and repairing organizational hardware and equipment

Training and Onboarding: Conducts sessions to familiarize end users with new equipment and technologies, applications, or processes assigned to them. Facilitating a smooth onboarding experience for new team members. In addition as optional services:

• 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 (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.
• If you would like to add or decommission a service, please submit a service ticket via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk and then select the appropriate service.

Service Commitment

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

Agency Roles and Responsibilities

As end users, the agencies contribute to a secure and efficient computing environment by adhering to organizational policies, maintaining data integrity, and seeking assistance when encountering technical challenges. Roles and responsibilities include:

• Using hardware and software effectively
• Following security protocols
• Reporting issues and staying informed about technology updates

Related Services

• Desktop Support (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.