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Office of Management & Finance

Bureau of Technology Services

Front Desk: 503-823-5198

BTS HelpDesk: 503-823-5199

1120 SW 5th Avenue, Suite 450, Portland, OR 97204

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Workstation and Peripheral Support



Service Name

Workstation Support

BTS Service Owner

Support Center

Service Description

Support for City owned Desktops and Laptops

Included Service Features (included in the standard cost)

Support Center provides :

  • Hardware support for city standard hardware as identified in the BTS Standard  directory. 
  • Installation and maintenance for city standard software (Operating system, Office suite, Internet Explorer, etc) as identified in the BTS Standard directory. 
  • Patching for supported operating system(s), Office Suite, Internet Explorer, Adobe Acrobat, Adobe Flash and Java
  • Anti-virus and anti-spyware protection
  • Troubleshooting and problem solving for desktop and laptop standard City hardware. This includes standard mouse, keyboard and monitors purchased through BTS stores.
  • Troubleshooting and problem solving for standard City software, including operating systems and productivity software such as; MS Office, Visio, Project, Adobe Acrobat and Internet Explorer (Does not include “how to use” application features. BTS recommends training classes, books, or online materials for learning how to use application features.
  • Troubleshooting and problem solving for standard City Workstations must be within the replacement cycle and operating on the standard supported operating system and must meet minimum technical standards.
  • Life Cycle replacements – 5 year schedule

Support Matrix

Billable Service Features (not included in the standard cost)

Includes, but not limited to:

  • Installation, upgrades of non-standard software with an Approved Exception (see your Technology Business Consultant) to initiate an exception.
  • Installation, setup, and support of non-standard hardware with an Approved Exception
  • Cascading of workstations
  • Setup of Kiosks
  • MDC installation and support for Fire Bureau
  • Moves of workstations
  • Attempted recovery of data off of local disk drives or external drives or media
  • Customer initiated Life Cycle Replacement (outside of deployment schedule)
  • BTS Rate Sheet FY 14 - 15

Customer Responsibilities

  • Abide by City Admin rules concerning use of City property/resources
  • Install only city licensed and approved software. Intentional unlicensed software installations is a criminal offense and is a violation of  City Admin rule BTS 2.01.
  • There are no backup and recovery services for desktop and laptop computers. Users should not store any important City data on the local hard disk.

Service Hours, Support and Scope

The scope is all city owned workstations (desktops and laptops) within our city standards. 

Standard support available during business hours Monday through Friday 8:00am - 5:00pm M-F

Service Level Targets

Average Help Desk customer satisfaction ratings of 4 or higher (Scale of 1-5 )

Service Initiation

To initiate service, you can do one of the following:

  1. Enter a service ticket at: //
  2. Send an email  to:
  3. Call the BTS HelpDesk between 7:00am - 4:30pm M-F at: 503-823-5199