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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

Police Workstation Support

 

 

Service Name 

Police Workstation Support

BTS Service Owner

Police IT Division

Service Description

Support for City owned Police Desktops, Laptops, Mobile Data Computers (MDC’s)

Included Service Features (included in the standard cost)

Police IT Division provides :

  • Hardware support for city standard hardware as identified in the BTS Standard directory and Police standard MDC’s
  • Installation and maintenance for city standard software (Operating system, Office suite, Internet Explorer, etc) as identified in the BTS Standard directory. <link   to standards directory>
  • Patching for supported operating system(s), Office Suite, Internet Explorer, Adobe Acrobat, Adobe Flash and Java
  • Installation, setup, and support of City standard printers http://www.portlandoregon.gov/bts/60680 
    (Printer repair service is provided Dependable Printer Service)
  • Anti-virus and anti-spyware protection
  • Installation and upgrades of non-standard software with an Approved Exception.
  • Installation, setup, and support of non-standard hardware with an Approved Exception.
  • 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  o use application features.
  • Troubleshooting and problem solving for standard City Workstations and MDC’s must be within the replacement cycle and operating on the standard supported operating system and must meet minimum technical standards.
  • Moves of workstations
  • Life Cycle replacements – 5 year schedule
  • Items not supported listed in Support Matrix

Billable Service Features

BTS services outside of Police IT support may be billable.

Customer Responsibilities

  • Abide by City Admin rules concerning use of City property/resources
  • Install only city licensed and approved software. Intentional unlicensed software installations are a criminal offense and are 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

Please contact the BTS Police IT Division Manager  – Mark Ellwood 503-823-0301

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 either:

  1. Enter a service ticket at: http://helpdesk.city/ProcessManager/Login.aspx?ReturnUrl=%2fProcessManager%2fdefault.aspx  
  2. Call the BTS HelpDesk between 7:00am - 4:30pm M-F at: 503-823-5199 
  3. Send an email to: btshelpdesk@portlandoregon.gov