Beginning October 17th 2005 DHSS Information Technology Services (ITS) Customer Services will assume responsibility for Information Systems customer support previously provided by DPA Network Services staff. ITS Customer Services has three Customer Services “Information Systems Help Desks" and technical teams in Anchorage, Juneau, and Fairbanks. There are local phone numbers for these locations and a toll-free number for all other outlying areas. We also have a centralized “Information Systems Help Desk" email. Customer Services technicians are available to respond to calls and emails Monday through Friday 7am to 5pm. The specific contact information is posted below.
On October 17th, 2005, rather than contacting your DPA Network Services technician or the DPA Network Services Help Desk phone number or email, please call or email the “Information Systems Help Desk" in your area. If you are outside of Anchorage, Juneau, or Fairbanks, please use the toll-free number.
“Information Systems Help Desk" services include PCs, laptops, handhelds, wireless devices, printers, servers, software, network password problems, network connectivity, email, Internet, RMS, Ingens, State Employee Directory (LDAP) and Postini.
When calling or emailing Customer Services your request is received immediately and logged into "Heat" our centralized work-tracking database and assigned to an available technician. Once your call or email is recorded, you will receive an email providing information about your request. In many instances when you call a problem can be resolved immediately by phone.
Even if you have local computer technicians in your vicinity, contact the “Information Systems Help Desk" first. This is an important part of our knowledge transfer to ensure our computer technician support teams statewide begin understanding and responding to the types of Information Systems support services required and problems affecting DPA staff. However, this does not mean that you will no longer have personalized support or lose contact with a technician that has supported you in the past. Technicians will continue to assist you and will provide valuable training for other technicians less familiar with DPA support needs.
Important Exclusions: At this time, the “Information Systems Help Desk" services do not include: ANY email you normally send to the DPA EIS Helpdesk mailbox for EIS, CMS, Case review, IVR, 60 month Staffing calendars, Food Stamp Calculator, Verification Information System, HSS Tracks, DPAWeb, EBT Web Admin Browser, and Document Direct. It also does not include IT Purchases. Please use your normal Division contact for IT purchases.
Attention Supervisors: The following items are to be submitted to Systems Operations as normal and will be forwarded as appropriate to the IT "Help Desk" for action.
- New Account paperwork for EIS, Ingens, network accounts and email addresses, these forms include EIS & Network Services Security Agreement, Enterprise Technology Services Logon Id Request, Department of Labor Access, and the State Email and Internet Directory Form.
- Requests to modify, disable, or delete system access.
We look forward to this upcoming transition and assisting you with your IT network and desktop needs.
DHSS IT "Help Desk" Email: IShelpdesk@health.state.ak.us The email for “Information Systems Help Desk” is located at the top of your Address Book in the Global Address List.
Local Anchorage
"Help Desk" Phone: (907) 269-3444
"Help Desk" Fax: (907) 269-0141
Local Fairbanks
"Help Desk" Phone: (907) 451-3125
Local Juneau
"Help Desk" Phone: (907) 465-8200
"Help Desk" Fax: (907) 465-8150
Toll-Free "Help Desk" Phone: 1-888-484-5763 (1-888-ITHLPME) (this toll free number will not work from the local Anchorage, Fairbanks, or Juneau vicinities.
Anchorage, Fairbanks and Juneau customers must use the local "Help Desk" numbers provided)
You may find it helpful to print and post the new phone number and email address listed above in a convenient spot.
Thank you,
Kathleen White
ITS Customer Services Mgr.