User & Device Support Services

Unified technical support, from password resets to complex hardware issues, with a single point of contact so you always know where to get help in your workday.

Four people are working at their computers and helping to troubleshoot problems.

More About User & Device Support Services

When your agency needs reliable technical support for end users and devices, OTS provides enterprise-grade service desk operations, field technicians, device management, and infrastructure support that keeps your workforce productive without requiring dedicated IT staff at every location.

Benefits and Value

  • Extended Business Hours: Provides support Monday through Friday, 6 a.m. to 6 p.m., accommodating early-start and late-working employees beyond traditional business hours.
  • 24/7 After-Hours Support: Delivers round-the-clock phone support for basic problem resolution and major issue escalation to on-call staff, ensuring critical situations receive immediate attention regardless of time or day.
  • Comprehensive Hardware Troubleshooting: Resolves basic and complex issues with state-issued desktops, laptops, tablets, docking stations, and monitors, eliminating downtime and preventing costly device replacements when problems are fixable.
  • Software Application Support: Troubleshoots state-authorized software and applications remotely, addressing problems without requiring technician travel time or user device shipping.
  • Hardware Deployment Services: Manages device rollouts including installation, configuration, and user orientation, eliminating the burden on agency staff and ensuring consistent setup across all locations.
  • Equipment Moves: Assists with supported desktop hardware relocation during office reorganizations within the same building, including network reconfiguration and peripheral reconnection, reducing disruption during workspace changes.
  • Network Printer Setup: Performs initial installation and configuration of network printers and multi-function devices including address books, scan-to-email, and scan-to-folder capabilities, ensuring immediate productivity without specialized printer expertise.
  • Ongoing Printer Support: Provides troubleshooting and vendor service coordination for network printing devices, resolving issues that would otherwise disrupt document workflows for multiple users.

End User Computing provides User & Device Support Services.

How Do I?

How do I make my Word documents accessible?

Accessibility means making sure everyone can access information. Microsoft offers helpful instructions on how to do that.

What’s a strong password?

Passwords are stronger when they’re longer than 16 characters, random, and unique. You should never reuse passwords.

How can I clean up space on my Android phone?

Sometimes we need to clean up space on our phones to make more for more photos or apps. Google provides helpful ways to get more space back.

Testimonials

Headshot of Jarrod J Coniglio.

Jarrod J. Coniglio

Secretary, Louisiana Department of Revenue

Working with OTS on launching the LDR website was a partnership that continues to pay dividends. OTS worked closely with us during development and after the site went live to ensure that it meets the needs of all stakeholders, including LDR staff, policymakers, tax professionals and individual and business taxpayers. The support they continue to provide is invaluable.
Dr. Leah Raby Headshot

Dr. Leah Raby

Executive Director, Louisiana Commission on Human Rights

OTS built a fiscally-sound and secure data collection system for us so we can efficiently receive and process discrimination complaints in employment, banking and lending, and public accommodations. Their work ensures that we can fulfill our mission with efficiency, transparency, and public trust.
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