Enterprise Deskside Support
Overview
Deskside Support Services help agencies stay productive by providing devices that perform and are protected. We take care of the full support lifecycle and management of devices so you don't have to.
How to Request Service
Enterprise Deskside Support Service is billed through Common Policy based on agency FTE (full time equivalent) staffing. Agencies do not have to request this service separately.
Customer Benefits
Device Deployment
Provide your new employee with the equipment they need
Device Troubleshooting
Virtual remote and scheduled onsite technical assistance
Device Security
Device and third party app security patches deployed monthly
Service Description
One-on-one assistance in person and remotely for hardware and state-issued software
Deskside Support Services (DSS) is also involved with planning and implementation of projects that will impact project end user devices. The support services described in this document are provided by an experienced DSS team who works with agency staff members to ensure that their computer equipment is secure, performing reliably and properly maintained.
What we provide:
Staff Onboarding
Deskside will have the requested IT equipment or loaner, ready and configured so new staff can be productive on the first day of employment.
Upon initiation of the standard two-week onboarding process notification by the applicable agency, deploy requested computer and IT related resources to end users for day one production.
Staff Offboarding
After computing devices have been recovered by the agency supervisor, we will receive the equipment for redeployment or disposal.
Device storage will be determined by the agency supervisor.
We support: Installations, updates, upgrades, endpoint security, agency printers and engage with project teams to ensure minimal impact to endpoint users through testing.
Equipment
Obtain quotes for endpoint hardware and software
Deploy equipment provided for Onboarding staff
Support the lifecycle refresh for endpoints
Process Surplus endpoint equipment for the agency
Hardware
Initial device setup
Deployment and configuration of approved desktop, laptop, tablet, printer, and mobile devices
Install and upgrade approved hardware and firmware as needed
Assist with the management of the hardware refresh process
Maintain Loaner Computer Program based on break/fix need.
Assist with the management and maintenance of Kiosks
Software
Install fully licensed software applications, patches, and upgrades
Technical Support
Break/fix support for OS
Break/fix support for End-User Hardware
Break/fix support for licensed Software
Support may be rendered in person or through remote software.
Initial technical support for Android and IOS mobile devices.
Advanced technical issues may require vendor support.
Reporting
End user equipment management and inventory
End user software management and inventory
Research
Test and support applicable new technologies
Procurement
Provides purchase approval of standard computing equipment, software licenses, and other devices
Provide quotes for standard equipment and software.
Provide a list of standard hardware
Provide a list of standard software
Make recommendations based upon hardware standards for accessories
Make recommendations based on software standards to maintain system integrity and security
Provide project plans and implementation of new refresh equipment
Make recommendations for mobile phones and cell service based on location.
Patch management of OS and third-party software
OS will be patched starting in the third week of every month
Third party software patching will also occur within the third week of every month
Office Relocations and Transfers
Assistance with disconnection and reconnection of computer equipment for minor office relocations as needed
Users are responsible for their devices and are permitted to move them as necessary
Deskside Services will not move furniture or personal belongings.
Major moves will require a project plan and use of qualified professional movers.
Some equipment must be relocated by vendors (i.e., Xerox MFPs)
Security and Audit Response
Will confirm installation of all security related tools are on managed devices
Will confirm that all laptops are hard drive encrypted
Will assist with all hardware and software related audit findings
Printing
In coordination with IDS, setup, configure and support connections to state-approved printers.
Computer Surplus and Disposal
When computer equipment is no longer maintained to state standards, we can prepare computers, tablets, monitors, cell phones and desktop printers for surplus or e-waste including securely erasing data.
Colorado Surplus Property Agency (CSPA) is the organization within Colorado Correctional Industries (CCi), a Division of the Colorado Department of Corrections, designated by Colorado State statute 17-24-106.6 to manage the disposal of all state property.
Project support and services
Involved in projects where the end user experience is changed/enhanced
Conference Rooms
Basic troubleshooting of conference rooms break/fix issues.
Advanced technical issues may require vendor support.
Major Incident, response, and dispatch as needed
Related Services
Printers
DSS will troubleshoot printer access and printer drivers for state approved devices
Servers
DSS will troubleshoot file access on network server file systems and print servers
Network
DSS will troubleshoot network connectivity from the desktop or laptop to the nearest network connection point. This includes Wi-Fi, VoIP phone, and data jack connection.
Service Notes
N/A
Customer Responsibilities
Report incidents through the OIT Service Desk
Maintain Microsoft Enterprise License agreement to fund, Operating systems, and productivity software.
Provide proof of license for Agency owned applications prior to it installation on a device
Funding the surplus of retired State assets, this may include the storage, secure shredding and/or transportation to Correctional Industries.
Hardware and Software purchasing and ownership
The agency is responsible for the purchasing of recommended hardware and software
Purchases are facilitated through DSS to ensure compatibility and State price agreements are utilized
Deskside services will not provide in person home office visits.
DSS will work with the agency on device exchanges and support.
Server Administration
Server hardware, operating system and maintenance is administered by the OIT server team.
Network and Telecommunication administration
Network hardware, phone hardware and system maintenance is administered by the OIT network and telecom team.
Service Owner
Service Levels
Enterprise Deskside Support is committed to the following resolution times for these incident ticket priorities:
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
View detail on current utilization here: OIT Common Policy Real-time Billing website