Help Desk Information

Frequently Asked Questions

If I need help with a computer problem, what do I do?
Contact the BIT Help Desk at 605.773.4357. Please provide the following via email or phone:

  • Name of individual needing assistance,
  • Phone number,
  • State Agency,
  • Location,
  • Brief description of service or problem; including error messages or what was being done on the machine when the problem happened.

What is an automatic ticket generation?
Automatic ticket generation is a method to submit call tickets via email when requesting services from BIT.  To submit a request, send an email to Automatic Help Desk Response. Please provide the following information: 

  • Name of individual needing assistance,
  • Phone number,
  • State Agency,
  • Location,
  • Brief description of service or problem; including error messages or what was being done on the machine when the problem happened.

What should I do if I need help after normal working hours?
Help Desk hours are 7 a.m. to 5 p.m. CT, Monday through Friday. You can call 605.773.4357 after hours and you will be prompted to leave a voicemail message or press zero if you need immediate help. If you press zero, a computer operator will need a description of the problem and will then call the appropriate person to address it.

Are there times I should avoid when I need to come in early or work late?
There are three standard times reserved for BIT maintenance.

  1. Every Tuesday from 4 a.m. - 7 a.m. Central Time for network, e-mail, and server maintenance. 

  2. Tuesday nights from 9 p.m. - 11 p.m. is reserved for email maintenance.  State email accounts will be unavailable, however all other network resources are available. 

  3. The final maintenance window is 5 a.m. - 8 a.m. on the second non-holiday Sunday of each month which is reserved for Mainframe maintenance. If the second Sunday is a holiday weekend, the Mainframe maintenance schedule moves to the third Sunday of the month, also from 5 a.m. - 8 a.m.

When can I expect my work request to be completed?
Your work request is prioritized in one of four categories: High, Medium, Scheduled or Project.  Each priority has resolution times and it depends on whether your location is urban or rural.  Urban includes the cities of Pierre, Aberdeen, Redfield, Brookings, Sioux Falls, Yankton, Mitchell, Rapid City and Custer.  Rural is everyone else. 

  • High priority: The problem significantly affects one or more people and they cannot work.
    • Resolution time: 8 hours (urban); 16 hours (rural)

  • Medium priority: There is a problem, but you are able to work around it.
    • Resolution time: 36 hours (urban); 5 days (rural)

  • Scheduled: Installations, changes or moving work stations.
    • Resolution time: 2 weeks (urban); 3 weeks (rural)

  • Project: This includes ten or more installations of hardware or software.
    • Resolution time: Determined by LAN Services and the requestor.

If my work request is not completed, what should I do?
Please contact the Help Desk at 605.773.4357 or email them at BIT Help Desk.

Does BIT allow wireless internet access to non-state employees doing business with the state while in state offices? 
BIT has implemented the State Business Wireless Network to allow non-state employees conducting business with the State of South Dakota to have wireless internet access in select areas. This service allows individuals with authorized credentials access to the internet from their personal portable devices. BIT provides this service at no charge to the non-state employee while continuing to protect our state government computing resources.

Access for this service must be requested three days in advance in order to generate a user id and password. Request access through the State Business Wireless Access Form; this form is automatically sent to the BIT Help Desk. 

How do I request a new LAN drop / network connection for my agency?
If a new LAN drop / network connection is needed, the request must come through your agency telephone coordinator.  Your agency telephone coordinator will submit a request to  Automatic Help Desk Response with the following information:

  • Telephone coordinator name,
  • Agency,
  • Address,
  • Building,
  • City,
  • Site contact,
  • Site contact phone number,
  • Site physical address, and
  • Information about location where the network drop will be installed.

How do I request a new, move, change or removal of a phone line? 
If assistance is needed to add, move, change or remove a phone line, the request must come through your agency telephone coordinator.  Your agency telephone coordinator will submit a request to Automatic Help Desk Response with the following information:

  • Telephone coordinator name,
  • Agency,
  • Address,
  • Building,
  • City,
  • Site contact,
  • Site contact phone number,
  • Site physical address, and
  • Description of work requested, including the phone number.

How do I receive a new cell phone?
Requests for new a new cell phone must come through your agency telephone coordinator. The phone coordinator will work with BIT to order the phone. If you have questions about who your agency phone coordinator is, contact your supervisor or the BIT Help Desk

How do I setup a conference call?
Audio conference calls are setup through the BIT Switchboard by calling 605.773.3011. The information you will need to provide includes:

  • Date of call,
  • Time of call,
  • Number of lines,
  • How long the call will last, and
  • Indicate whether it is a standard or meet me conference call:
    •  Standard conference call: You provide the phone numbers of those who will be on the call and the operator will contact everyone for the call.
    • Meet me call: You provide the participants with a phone number and they have to dial into that number for the call.

How do I schedule a video conference?
Video conferences are scheduled through the Digital Dakota Network (DDN). To setup a DDN video conference, complete and submit the DDN Conference Scheduling Request Form.

I forgot my password, how do I get a new one?
Please contact the BIT Help Desk at 605.773.4357. They will reset your password.

What are the requirements for creating a password?

  • Password must be a minimum of 8 characters.
  • You are unable to re-use your last 4 passwords.
  • You can only change your password one time in a 7 day period.
  • Your password cannot contain your login ID or your full name.
  • You must use 3 out of the 4 following items in your password:
    • Lowercase Letter
    • Uppercase Letter
    • Number
    • Special/non-alphabetic Character

Do passwords expire?
Passwords expire every 90 days and need to be changed.

How do I change my password?
If your password has already expired, you will be prompted to change your password when you login. Click Ok on the expired password message and then follow the prompts to enter a new one.  If your password has not expired, press Control-Alt-Delete on your keyboard. Select “Change Password”. Then enter a new password. 

What should I do to get a new employee up-and-running?
Please complete a new employee form

What should I to when an employee is leaving state government?
Please complete an exit employee form

I think there is a problem with some aspect of the state’s computer system. Where can I go to find out if this is a problem that affects only my computer?
Please contact the BIT Help Desk at 605.773.4357. Staff will help you determine the nature of the problem.



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