Service Desk

West Virginia's Office of Technology Service Desk

The WVOT Service Desk is your central point of contact for technical support. Whether it's a routine request or an urgent issue, we're here to help ensure your technology works smoothly. 

Before You Call the WVOT Service Desk

Try these quick steps — they may resolve the issue and save you time:

Login issues?

• • Double-check your Network ID and password

  • Ensure Caps Lock or Num Lock is set correctly

Check connections

• Make sure your computer is plugged in and powered on

• Confirm cables (power, monitor, mouse, keyboard, ethernet) are securely connected

Restart first

• Close and reopen the application

• If the problem continues, restart your computer (wait 30 seconds before powering it back on)

Check with coworkers

• If the issue may be network-wide (internet, printing, etc.), ask others nearby

• If it’s affecting your whole office, let them know you’re calling to avoid duplicate reports

Internet tip

• If a website isn’t loading, try a few others first — the issue may be with the site itself

• Try using a different browser to rule out browser-specific problems 

What Happens If the WVOT Service Desk Can't Resolve My Issue?

If the WVOT Service Desk can’t resolve your issue by phone or remote access, your ticket will be assigned to the appropriate support team, field technician, or subject matter expert.

At that point, a severity level will be assigned based on the urgency of the issue. This determines how quickly a technician will follow up with you:

• Severity 1 – Contact within 2 business hours

• Severity 2 – Contact within 8 business hours

• Severity 3 – Contact within 2 business days

• Severity 4 – Contact within 5 business days

• Severity 5 – Non-critical; will be resolved as time allows

Once assigned, the technician will either work to resolve the issue during their initial contact or schedule a time to visit your location if onsite support is needed.

Tips for Faster Service 

▪️ Peak times: Monday mornings and the first workday after a holiday

▪️ If all agents are busy, leave a voicemail or send an email — your issue will be logged, and you’ll receive a ticket number to track it

▪️ For urgent issues, contact your Intergovernmental Relationship Manager (IRM) directly