Field Technician 3-Month Examination Study Guide

A comprehensive set of vocabulary flashcards covering the OTS Field Technician 3-Month Examination, including team responsibilities, inventory terms, agency acronyms, and standard operating procedures.

OTS-DCO-SRV-EMAIL

Manages user email accounts, permissions, distribution lists, shared mailboxes, spam and malware filters, and Office 365 for SWE users.

OTS-Infosec-ProxyMgmt

Controls how users access the internet from inside the network via proxy, managing web filtering, SSL inspection, malware scanning, Cloudflare, Zscaler, and AirWatch/Workspace ONE.

OTS-DCO-SRV-DIRSERVICES

Manages the domain controller server infrastructure hosting Windows Active Directory, including 20+ agency directory environments and 60,000+ user accounts.

OTS-EUC-Sys-Admin

Provides desktop administration and MECM management and handles software updates, network printers, account provisioning, and Kiosk configurations.

OTS-DCO-Storage-SAN-NAS

Manages Isilon shares, group creation, SAN block-level storage, and Isilon home drive share permissions.

OTS-EUC-AssetManagement

Manages asset records for EUC-supported devices and handles lease tracking and billing records for all deployed devices.

OTS-NCS-NetworkSupport

First point of contact for network issues including connectivity problems, circuit issues, and router/switch troubleshooting.

OTS-EUC-PRINT

Manages OTS network printer administration, setup, IP configuration, and PrinterLogic changes.

OTS-DCO-SRV-WINDOWS

Sets up and maintains the Windows Server OS on virtual and physical servers, including applying OS updates and performing file migrations.

OTS-InfoSec-FileShareAccessRequest

Manages all file share permissions, which must be approved and provisioned by this group with specific user and path documentation.

OTS-EUC-Sys-Admin-Onboarding

Responsible for onboarding and offboarding of state employees for all agencies except LDH, DPS, OJJ, and GOHSEP.

OTS-DCO-Storage-Backup-and-Recovery

Manages server backup and recovery processes for non-Isilon servers and monitors data integrity.

OTS-APP-[AgencyName]

Provides application development and support for agency-specific software, such as TEMPO for DEQ.

Assigned

An asset scanner term for any device that is allocated specifically to a user.

Production

An asset scanner term for new devices such as laptops, docking stations, and monitors that will be staged at the OTS warehouse before delivery.

In Stock/Storage (Leased @ Agency)

Devices on-hand at the agency location that are leased but not currently assigned to any specific user.

OTS Lease as a Service Policy

A managed service model where OTS owns and maintains all leased equipment tracked in Asset Scanner.

DOA

Division of Administration

OIG

Office of Inspector General

DEQ

Department of Environmental Quality

LDVA

Louisiana Department of Veterans Affairs

GOEA

Governor's Office of Elderly Affairs

LDH

Louisiana Department of Health

DCFS

Department of Children and Family Services

Tempo 360

Agency-specific software used by DEQ that field technicians install as part of the standard deployment process.

GDISK

An approved method for OTS sanitization of devices compliant with the OTS Data Sanitization Policy.

3 Strike Rule

A policy where a ticket may be closed after reaching out via phone call, voicemail, and email for three consecutive business days without a response.

OTS ARM

Agency Relationship Manager; a contact used to track down users for high-priority or VIP tickets when they cannot be reached.

OTS-NCS-VoiceIncidents

The team to which desk phone issues, such as no dial tone or no service, should be escalated.