The Helpdesk Unit is staffed with overlapping shifts (hours and days) and weighted most heavily during peak customer hours (M-F 8-5). This Unit is responsible for providing 24x7x365 single point of contact for technical assistance for internal and external customers. The staff is considered first and sometimes second level support and resolves approximately 60% of the issues reported; issues that cannot be resolved by Helpdesk staff are assigned to other Bureau units (second and third level support) for resolution.

The Helpdesk unit also performs traditional Operations tasks associated with the Carson City data center such as monitoring the network, servers, the facility (coordinating maintenance of the uninterruptable power supplies and generators), security cameras, and security system. It also acts on the behalf of the CSO (CJIS Systems Officer) as the CJIS Systems Agency (CSA) for 24x7x365 warrant hit confirmations as required by FBI CJIS and acts on behalf of Parole and Probation off hours and weekends to respond to contact and booking notices generated by the Dangerous Offenders Notification System.

Desktop Support Unit

The Desktop Support Unit is responsible for providing M-F 8-5 on site support of desktop PCs, laptops, and peripherals for DPS. Technicians are assigned to cover enormous territories: Carson City, Reno, Elko, and Las Vegas are where their offices are but their customers blanket the entire state. As of the beginning of the 2009 Fiscal Year this covers nearly 16,000 users.