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.

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Testimonials

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.
Dr. Rachel Veron Headshot

Dr. Rachel Veron

Executive Director, ULL Blanco Public Policy Center

We see OTS as a trusted partner in our effort to create a K20W+ longitudinal data system for public policy research in Louisiana. We know that whatever we need, we can find great support from OTS. From their Data Center Operations, InfoSec, we feel confident that they’re one of our greatest assets.