State of Kansas Office Buildings
What is the name of the building OITS is in?
Landon State Building
How do you let Jesse, Joe, and Charlene know there is an escalation?
Send a message on teams and @ each supervisor.
Who can you contact if you have a KDOR question?
Dan Carr
Where would you send an incident for a caller that is unable to login to the "Kansas Board of Veteranary Examiners" portal?
What agency will tell you they are in the Zibell building?
KDOR
When would you notify tier 2 and the supervisors of an open incident, and not raise the priority?
Governor's Office
Attorney General
What is a troubleshooting step you can provide to a person who has been doing Dell or Windows updates and their computer starts up on the bitlocker recovery screen or bios screen?
Tell them to power down the computer. Leave off for 5-10 seconds and then power it back on. Verify they are able to login successfully.
If they do not get to the login screen, then send to OITS - End User Support.
Who can you contact if you have a DCF question?
Shawn Cusilito
What it the name of the application you install to access MainFrame?
Vista TN3270
What is the name of the building KDHE - Desktop Support's building?
Curtis
What is the contact information you would provide if a person is calling to verify employment?
Erika Dixon
Erika.Dixon@ks.gov
An OITS user has locker their self out of their cell phone. Who would you send this incident to?
What information would you provide to reset or unlock a KEES and Perceptive Content password?
call KEES Help Desk 1-844-723-5337 option 1/ option 1/ wait for the dcf disclosure to finish/ option 2 or email KEES.Helpdesk@ks.gov
Who runs the IT Asset Management department?
Lisa Wolhuter
What is the name of the building you went to in order to get your badge?
Docking Building
How do you handle a person demanding to have their incident escalated?
Firmly tell them they need to have their supervisor contact a member of their IT Support Team to have the priority raised.
Supervisors are to contact their IT team directly unless the incident effects multiple people.
What are 3 probing questions you would ask if a remote user told you their keyboard is not working?
Is this a desktop or a laptop?
Is the keyboard wired or wireless?
Are you using a docking station?
How do you handle a news outlet calling in for information about anything?
Get the reason for the call.
Contact information.
Inform you will be sending this information to our communications department, and they will follow up to provide accurate information.
What is the first 5 letters in the name of an OITS imaged laptop?
OITSL
Google Cedar Crest. How is Cedar Crest associated with OITS?
Governor's Mansion
What are 3 probing questions you would ask a remote user that is having trouble getting an internet connection?
Are you using wifi or an ethernet?
Are the other devices connected to your internet working properly?
When is the last time you had successful connection?
Have you done any updates recently?
You get a call about a 3rd party technician needing to gain access to a server room. Who should you contact to get the door open?
Dan Glotzbach via teams
Caller tells you that the printer for MVRS is not working. What assignment group would you send that to in ServiceNow?
OITS - Business Solutions Support