Desktop Support

desktop support logoDesktop Support is a holistic approach to managing all of the personal computing devices within an organization, including laptops, tablets, and mobile phones. It includes an array of tasks, such as setting up new hardware, installing software, troubleshooting incidents, administering program patches, and providing encryption and anti-virus solutions.

ITD offers comprehensive desktop support for purchase by agencies. Some of the individual components included in ITD's desktop support service can alternatively be purchased as standalone offerings.

Standalone Offerings

Comprehensive Desktop Support

Agencies may leverage ITD as a complete IT shop to procure, set up, and maintain personal computing devices. This includes remote and on-site support. View the Desktop Support Service Level Agreement for a complete explanation of the service offering. Below is a high level overview:

ITD Responsibilities

Asset Management - ITD will procure and maintain primary hardware and associated software licenses.

Hardware and Software Deployment - ITD will set up computers, printers, and mobile devices. This consists of installing anti-virus software, implementing endpoint encryption, deploying Windows updates, and enabling users to access the state network via a VPN

Device Support and Management - ITD will provide ongoing support of computing devices, including diagnosing, repairing, patching, and upgrading all software and devices to ensure optimal performance.

Access/Authorization Management - ITD will unlock and reset passwords and maintain security groups and users in accordance with enterprise architecture standards.

Basic Training - ITD will provide basic training for software commonly used by agencies and installed as part of the Desktop Support service.

Customer Responsibilities

Device Support and Management - Agencies are responsible for ensuring employees have completed required security trainings, reporting incidents to the ITD Service Desk, and submitting service requests using ITD's online Work Management System (WMS).

References

Requesting Service

ITD’s online Work Management System (WMS) may be used to submit a service request. Follow the Desktop Support WMS Instruction Guide to submit a service request to add, change, or end IT services for new, existing, and terminated employees.

Associated Rates

Title Current Rate Current One Time Fee
Desktop Support Service - High End PC

Desktop Support is a comprehensive approach to managing all of the personal computers within an organization.

110.00/device 2,355.00/device
Desktop Support Service - Laptop

Desktop Support is a comprehensive approach to managing all of the personal computers within an organization.

130.00/device 2,725.00/device
Desktop Support Service - Standard PC

Desktop Support is a comprehensive approach to managing all of the personal computers within an organization. Future device replacements in accordance with the Enterprise Architecture PC Life Cycle Guidelines are included in the monthly rate.

100.00/device 1,955.00/device
Desktop Support Service - Surface

Desktop Support is a comprehensive approach to managing all of the personal computers within an organization

115.00/device 2,310.00/device

News

Wave Systems, a developer of hardware based encryption technology used by the state, has filed for bankruptcy. ITD will provide updates on this topic through the monthly Information Technology Coordinators Council meeting.

As of January 12,2016, Internet Explorer 11 will be the only supported version of Internet Explorer on Windows 7, Windows 8.1 and Windows 10.

Microsoft has announced that they are ending support of Office 2003 and Windows XP on April 8th, 2014.

Events

Office 365 Users GroupEvent occurs on: Wednesday, December 30, 2015 - 1:30pmEvent

With the launch of Office 365 as a service available to agencies, we would like start a users group to help agencies work through a transition to Office 365.

Hewlett-Packard Hardware Informational SessionEvent occurs on: Tuesday, December 10, 2013 - 12:00pmEvent

On Tuesday, December 10, 2013, Hewlett-Packard (HP) will be holding an informational session to review Client and Imaging and Printing Product Roadmaps.

Hp, Getac and PCS Mobile Technology LuncheonEvent occurs on: Thursday, August 15, 2013 - 11:00amEvent

Hewlett-Packard (HP), Getac and PCS Mobile will be hosting a Technology Luncheon featuring the latest in ruggedized mobile computing solutions.