Computer & Peripheral Support (Core Service)
Computer and peripheral support, also known as desktop support, is a comprehensive approach to managing all of the personal computing devices within an agency, including laptops, tablets, and printers. It includes an array of tasks, such as setting up new hardware, installing software, troubleshooting incidents, administering program patches and providing encryption and antivirus solutions. ETS can also replace parts for computers and peripherals that have fallen off their warranty period.
ETS customer support includes timely troubleshooting by remote and/or on-site service, to diagnose and resolve standard and/or unique, non-recurring issues. In the event of a hardware failure, ETS can (upon inventory availability) provide a spare computer until a customer's computer is repaired and returned. Customers are provided a team of skilled technical staff and enjoy cost savings by not incurring additional expenses for personnel and equipment associated with monitoring and maintaining the service. Customers with laptops and computers that have fallen off their warranty period and are in their fourth year of the replacement cycle can have parts replaced at no additional cost to the agency.
Requesting This Service
Contact the ETS Service Desk by submitting service requests through the Customer Portal or by calling 307-777-5000.
Agencies are responsible for procuring and maintaining licensing of their hardware and software, as well as maintaining the agency’s inventory.
Agencies are responsible for ensuring employees have completed required security training, reporting incidents to the helpdesk for mitigation.
Hardware and Software Deployment - ETS will set up computers, printers, and other peripheral devices. This consists of installing endpoint security software, remote administration tools, implementing endpoint encryption, deploying updates, migration of customer documents, and enabling users to access the State network via VPN when authorized. ETS will also configure a baseline standard set of software including a current operating system, bound to Active Directory for management.
Device Support and Management - ETS will provide ongoing support of computing devices, including diagnosing, repairing, patching, and upgrading all software and devices to ensure optimal performance.
Access/Authorization Management - ETS will unlock and reset passwords and maintain security groups and users in accordance with enterprise architecture standards.
Out of Warranty Support - ETS will support hardware replacements on laptop and desktop computers that have exceeded their warranty period AND are beyond the fourth year of their replacement cycle on a cost plus basis.