Desktop Support

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What is it? 

Desktop Support is a holistic approach to managing all of the personal computing devices within an organization, including laptops, desktops, tablets, and mobile phones. The End User Compute and Collaboration(EUCC) Team provides an array of support tasks, such as setting up new hardware, installing software, troubleshooting incidents, administering program patches, and applying security remediations.

What do you get with the service? 

Comprehensive Desktop Support

Agencies may leverage NDIT as a complete IT shop to procure, set up, and maintain personal computing devices. This includes remote and on-site support. View the Desktop Support Service Level Agreement for a complete explanation of the service offering. Below is a high level overview:

  • Asset Management - NDIT will procure and maintain primary hardware (laptops, desktops, docking stations, standard monitors, standard keyboards and mice) and associated software licenses. NDIT will track and audit assets with an affixed NDIT tag.
  • Device Support and Management - NDIT will provide ongoing support of computing devices, including diagnosing, repairing, patching, and upgrading all software and devices to ensure optimal performance.
  • Endpoint Encryption- Endpoint encryption refers to encrypting the data stored on "endpoints," such as laptops, phones, and tablets. Encryption is the process of transferring normal words and numbers, called plain text, into an unreadable form of letters, numbers, and symbols, called ciphertext, which cannot be easily read without the key from authorized people. 
  • Hardware and Software Deployment - NDIT will set up computers, printers, and mobile devices. This consists of installing anti-virus software, implementing endpoint encryption, deploying Windows updates, and enabling users to access the state network via a VPN
  • Mobile Device Management- Mobile Device Management (MDM) software secures, monitors, manages, and supports mobile devices deployed across the enterprise. It can apply to both state-owned and employee-owned devices. 

How do you request service? 

NDIT’s Self Service Portal may be used to submit an “Desktop Support-Hardware” service request for equipment.

Billing

NDIT offers comprehensive desktop as a service for purchase by agencies. There is an initial installation fee, and a monthly rate that covers both hardware and support. 

  • Desktop Support Service (Standard PC)- $83.00/device
  • Desktop Support Service (Laptop)- $99.75/Device

For more billing information, please visit the NDIT Billing Page. 

PC Life Cycle

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PC Life Cycle

  1. Because of technology flux and the larger issue of total cost of ownership (TCO), EUCC technicians will assist in the in life cycle management planning through the efforts of a multidisciplinary, multifunctional team.
  2. The team should include key individuals from business units that span organizational constituencies. In small agencies, this might equate to one person from business and one from technology.
  3. The function of a life cycle management team should be to establish an organizational mission for personal computing, analyze and segment end-user environment according to current and evolving requirements, and determine system software and application architecture standards and rollout schedules.
  4. An agency should not consider PC replacement a series of isolated events, but should strive to create a PC asset master plan.
  5. The master plan should align with standards and policies of the state enterprise architecture (EA) system guidelines.
  6. The master plan should include hardware and software procurement strategies, physical asset management, and technical support strategies that all enhance the attainment of organizational business objectives.
  7. More complete master plans should endeavor to document return-on-investment (ROI) not only in terms of hardware, but in terms of TCO.
  8. Depending upon an agency’s size, structure, or equipment management program; the state’s online information technology plan might be a sufficient PC life cycle management tool. Large agencies, or those with complex life cycle schemes, might want additional documentation.

  1. For PCs not covered by an approach to PC hardware life cycle management planning as described, agencies are encouraged to follow a four-year desktop replacement life cycle. Laptops could be replaced on a three-year cycle.
  2. Replacements could begin one-half year before the end of the cycle and completed one-half year after the end of the cycle and still be considered within the target cycle.
 

  1. For PC’s that are deemed as accidental damaged or would like to be replaced outside of the normal PC Life Cycle, NDIT will be charging a prorated rate based on the remaining warranty left on the device.