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IT Support Requests

CASCOM G-6 / Army Enterprise Service Desk
1-866-335-2769

** IF PROMPTED, USE YOUR EMAIL CERTIFICATE TO ACCESS SERVICE DESK SITES **


REF OPORD 93-161020-17 Army Enterprise Service Desk-Worldwide (AESD-W), Knowledge Management Support Policy

Fort Lee/CASCOM transitioned baseline IT service and support to AESD-W and use of the Army's enterprise service desk system for all work order submissions on 1 January 17. AESD-W operates 24 hours a day, seven days per week, 365 days per year, and is responsible for directly resolving or coordinating your IT support requests. All customers are directed to contact AESD-W so their problem can be resolved by phone or documented and assigned to a NEC-LEE or a CASCOM G-6 technician for local support.

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 by phone or via one of their Self Service Portals to start the IT support process regardless of who will complete the request.

Users requesting local IT support assistance (e.g. computing, printing, software, file storage, permissions, event support, teleconferences, and 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 PROCEDURES 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
  • Classrooms
  • Conference rooms
  • A/V (Audio/Visual) event support
  • SIPRNET support
  • Mobile devices (smart/cell phones)
  • New staff and faculty user accounts
  • VTC technical support
  • Computer Lifecycle Replacement (Property Book Owners only)
  • Information Assurance/Cyber Security
  • Web services
  • CASCOM display boards
  • IT procurement
  • Printers (service/toner)
  • Student account requests