Enterprise Desktop Services

What Is This Service?

This service provides State of Vermont employees the ability to perform day-to-day business tasks through an assigned desktop or laptop computer that is pre-configured with the State’s standard suite of productivity tools and software, such as Microsoft Office (Word, Excel, and PowerPoint), internet browser and email software.

What Is Included?

Key Standard Features

  • Standard Windows-based State of Vermont desktop or laptop
  • Deployment, maintenance, and updates to the desktops and laptops, and some mobile devices such as iPads, Surface Pros, and others identified by Desktop Manager
  • Standard suite of software, such as word processing, spreadsheets, presentations, internet browser, and email
  • Desktop and laptop Anti-virus protection
  • Technical support, maintenance, and repair of managed hardware and software, and fulfillment of service requests
  • Remote delivery, inventory and removal of software on user’s desktops and laptops
  • Pre-defined refresh cycles for new Windows-based desktops and laptops
    • Generally, Desktop will work on 4-5 year life cycles and coordinate life cycle replacement with department contact
    • Assistance with disposal of hardware (Disposal of Digital Media/Hardware)
  • Encryption of data on Windows-based State laptops to help prevent disclosure of data
  • Assistance with installation, setup, and 1st level triage of printers (see Desktop Printing Services for more details)
  • End Users will not have local administrative rights to desktop and laptop computers

Non-Standard Features

  • Approvals/recommendations of non-standard hardware and software for business-approved purposes

Service Exclusions

  • Support for personal or non-state provided hardware, software, peripherals and accessories
  • Installation of any unauthorized hardware/software
  • Maintenance of Department Asset Management in VISION module (ADS does not enter assets into VISION)
  • Maintenance of Smartphones, and any other handheld device (each department should have a service contract with wireless provider). 

How Do I Obtain This Service?

User Request Process for Service Features

How Do I Receive Support for This Service?

To request support for this service, contact the Service Desk to open a support ticket

Self Service Portal – Log into LANDesk

Service Maintenance Schedule

ADS Desktop deploys Windows security patches and upgrades during evening hours ONLY, unless deemed otherwise necessary by Information Security and IT Management. As a result, users may experience service degradation with their desktops and laptops during this installation.

  • Windows Patching occurs on weekends depending on machine availability
  • Standard Software Patching occurs on weekends depending on machine availability. Patches with critical security implications could occur immediately, or within a 24 hour period of their release.

Service Performance

Availability Goal

Support Availability
  • ADS Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

ADS does not traditionally respond to issues after business hours. ADS staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate ADS employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal (Windows-based Computers)

  • Delivery of standard State of Vermont Hardware and Software – 10 – 20 business days upon completion IT Purchasing and Receiving processing.
  • Delivery of non-standard hardware and software – minimum of 10 days upon completion of IT Purchasing and Receiving processing.

Resolution Goal

  • Issues will be prioritized and resolved based on priority. Please refer to the Customer Support (Service Desk) Global Service Level Agreement for definitions of priority levels and resolution goals for each level.

Service Costing

  • Full Desktop Service Technical Support
    • Cost: $420 per user (FY17):  Increase is due to COLA for FTE's in Desktop support
  • Microsoft Windows Operating Systems with Software Assurance
    • Cost included in the ADS Allocation
  • Microsoft Office Suite, Professional Plus (Office 365 – Must be a G3 licensed user User)
    • Cost included in the ADS Allocation for State Employees
    • Vendor/Partner Accounts are charged separately via demand service billing
  • Office 365 – G1 licensed user (online only -- currently installing Office 2013 Standard until it's end of life)
    • Cost included in the ADS Allocation for State Employees
    • Vendor/Partner Accounts are charged separately via demand service billing
  • Anti-virus/anti-spyware
  • McAfee Endpoint Encryption
    • Cost: $5.20 per laptop - annual maintenance per laptop
  • Windows Updates
    • No charge - provided as part of full desktop support service
  • Asset Management - LANDESK
    • Cost: $5.75 per workstation - cost included in the ADS Allocation
  • Desktop Hardware/Software
    • Separate charge, which will be quoted at time of request
    • See IT Purchasing Service Description for Details / Standards

133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk/Telecommunications:   Option 1
  • ADS Mainframe Helpdesk:   Option 2
  • Vision/HR Helpdesk: 802-828-6700: Option 3