CASCOM G-6 / Army Enterprise Service Desk
** OUR HELP DESK SYSTEM HAS CHANGED **
REF OPORD 93-161020-17 Army Enterprise Service Desk-Worldwide (AESD-W), Knowledge Management Support Policy
Fort Lee/CASCOM has transitioned Baseline IT service and support to AESD-W and use of the Army's enterprise helpdesk system on 1 January 17. AESD-Worldwide (AESD-W) operates 24 hours a day, seven days per week, 365 days per year, and is now responsible for providing your Baseline PC/IT support and receiving helpdesk requests.
All Users are directed to contact AESD-W so their problem can be resolved telephonically, by an AESD-W Technician remotely accessing your computer, or to be documented and assigned to either a NEC-LEE or a CASCOM G-6 support individually for local support.
If the problem cannot be resolved telephonically or by remote access by an AESD-W technician, AESD-W will generate a work order. If the work order is considered part of baseline IT support, it will be assigned to a local Fort Lee NEC Technician for resolution. If the issue is considered above baseline IT support or is part of the AESD support exclusions (see below), it will be assigned to a local CASCOM G-6 Technician for resolution. In either case AESD must be contacted either telephonically or via one of their Self Service Portals to start the IT support process regardless of who will complete the request.
Users requesting local support assistance (e.g. computing, printing, software, file storage, permissions, event support, teleconferences, and all other Fort Lee related resources) can contact the AESD service desk by calling 1-866-335-2769, or online through their Local Requests Self Service Portal. (Click on the Local Requests Button above)
Users requesting enterprise resource support (e.g. AKO, Enterprise E-mail) can contact the AESD service desk by calling 1-866-335-2769, or online through their Enterprise Requests Self Service Portal. (Click on the Enterprise Requests Button above)
If you are having problems accessing the portals please contact the AESD service desk by calling 1-866-335-2769.
**FAILURE TO FOLLOW THE PROCEDURES ABOVE MAY RESULT IN PROCESSING DELAYS**
OPORD 93-161020-17 Support Exclusions
The services listed below are excluded from the OPORD. CASCOM G/6 will continue to provide support for the below referenced items but tickets must still be submitted through AESD so that a work order can be generated as explained above.
- Above Baseline Services
- Conference rooms
- A/V (Audio/Visual) event support
- SIPRNET support
- Mobile devices (Blackberry/Cell Phones)
- New user accounts
- VTC technical support
- Computer Lifecycle Replacement (Property Book Owners only)
- Information Assurance
- Web Services
- CASCOM Kiosks
- IT Procurement
- Ricoh (Service/Toner)
- Student account service
This page was last updated on: January 6, 2017