The WVOT service desk is your single point of contact for IT support, offering multiple ways to resolve issues quickly. Our service desk is available 24 hours a day, 365 days a year. We provide comprehensive staffing during regular business hours (Monday through Friday), with live support available around the clock for all emergency issues.
The IT support portal is your one-stop shop for all IT needs. It's designed to help you quickly find solutions and request services without delay.
Submit an Incident for technical issues.
Access the Knowledge Base to resolve common problems yourself.
Browse the Self-Service Catalog to request popular IT equipment and services.
We are also available by phone and email if you need to speak directly with a technician.
Phone:
Local: (304) 558-9966 | Toll Free: (877) 558-9966
Calling is highly recommended for urgent issues that require an immediate response (e.g., system outages, critical failures). It is the fastest way to connect with live support.
Email: servicedesk@wv.gov
Best for non-urgent requests and general inquiries.
Ensure all devices are plugged in securely and power lights are ON
Close the affected application, or restart your computer/device entirely.
Ask coworkers if they are experiencing the same issue (especially for network or shared services).
When the WVOT Service Desk cannot resolve your problem remotely, the ticket is escalated to the appropriate groups (personnel, field technicians, or subject matter experts) and assigned a Severity Level. The contact time frame is used for the technician to either resolve the issue during the initial contact or to schedule a time for an on-site visit to your office computer location.
Description: The issue affects a large number of users or prevents a core government function/service (e.g., system-wide outage, inability to process online payments).
Response Time: A technician will contact you within 2 Business Hours of ticket receipt
Description: The issue significantly impacts a single user or a small group, preventing them from performing essential job functions (e.g., single user computer failure, printing is down for one office).
Response Time: A technician will contact you within 8 Business Hours of ticket receipt.
Description: The issue involves non-critical system components, minor software errors, or general "how-to" questions that do not stop work completely.
Response Time: A technician will contact you within 2 Business Days of ticket receipt.
Description: Requests for minor enhancements, installations, general inquiries, or issues with a workaround available.
Response Time: These tickets are resolved as time allows, typically within 5 Business Days.