Description

DII offers a Managed Desktop Service to provide consistent, reliable desktop computer services using standardized hardware and software components from major vendors.   

DII supports its users by assessing general problems with their computer and network-connected peripheral equipment. Our services include: 

• Hardware/Software support
  • Break/fix – (troubleshooting connectivity issues, software issues, printing problems, hardware issues, etc.)
  • Installing/configuring  -- Installing software, patches and updates on desktop and laptop equipment
  • Working with vendor support contacts to resolve technical problems with desktop and laptop equipment and software
• IT Purchasing – Ordering computers, computer peripherals, and all computer hardware and software
• Life Cycle Replacement – Assessing current inventory, determining which computers/laptops should be replaced, and working with our business partners to get budget approval for replacement
  • Installing, configuring and testing desktop and laptop equipment, peripheral equipment, and software (including testing new software versions). 
  • Standard Software installed on Desktop Builds
  • Minimizing installation times through provision of a standard Windows Desktop
  • Provision of licensed software as part of the standard Desktop installation.(This includes anti-virus software)
  • Disposal of Digital Media/Hardware -- Assistance with disposal of unneeded computer equipment.
  • Maintaining an inventory database of computer equipment and licenses owned or leased by any Department or Unit using this service.
• Mobile Phone and Data Devices
• Anti-virus/Anti-spyware – DII uses the McAfee Total Endpoint Protection suite for all desktops and laptops, which also includes  McAfee Site Advisor 
• Windows Updates – automatically pushed out to all PCs/laptops connected to our state network
• Encryption (on laptops) – McAfee EndPoint Encryption
• Printers -- assistance with purchase, setup and 1st level triage. 
• Password Resets

Benefits

This service provides a high degree of standardization and automation and provides standard hardware, software and support services, enabling consistent desktop service for our customers.

Availability

Hours of Operation:

Monday –Friday  7:45 a.m. to 4:30 pm

Maintenance Window (if applicable)

• Windows Updates – typically pushed out mid-month (updates are released from Microsoft the 2^nd Tuesday of each month).  Reboots are forced.
• McAfee Anti-virus on-demand scan for all PCs/laptops is scheduled to run every Wednesday night at 11:30 pm.  If your machines if offline at that time, it will run the next time you turn it on, which could affect performance for about 10-15 minutes.

Contact/Order Inquiries

For all service and support inquiries:

Use the Footprints Helpdesk Ticketing System:  https://ent-footprints.state.vt.us

Or

Call 802-828-3544, Option1

More Information

DII Responsibilities:

• Minimal assistance in setup of Blackberries, Smartphones, and any other handheld device (how to documents provided)
• Assistance on printer setup and troubleshooting -- DII will perform “first-level” support to determine connections are working properly.
• Advice on appropriate training courses and documentation

Customer Responsibilities:

• Allow DII full access to managed equipment (physical and logical)
• Maintain Blackberries, Smartphones, and any other handheld device (Department has service contract with wireless provider). 
• Do not install software on your computer.
  • Contact DII to discuss new software (in regards to purchase and installation).
• No administrative rights given to end users to maintain security of computer systems**
• Acquire printer toner, and maintain service contract for printer repair.  The vendor under state contract is listed on the BGS website: http://bgs.vermont.gov/purchasing/currentcontracts#Machines

List of supported desktop software:  http://dii.vermont.gov/DII_Divisions/Customer/Customer_Support

• Information on Fake Alert - type viruses

** NOTE: Users will not have local administrative rights to desktop and laptop computers. End users’ administrator rights can be used by unauthorized users, hackers, and malware to compromise computer systems. For example, administrator rights can be used to alter a standard desktop image, change security settings, or install unauthorized software. Most malware and spyware requires administrator rights in order to install. By removing administrator rights from users and granting only the minimum privileges necessary for the performance of an authorized task, we will limit the damage that can result from a security breach or malicious user.

Price Model