Frequently Asked Questions

Last updated: 3/26/2020

In order to expedite service, please review the following Frequently Asked Questions before contacting the Service Desk:



You do not need to call the Service Desk for password resets. Here is how to reset your password yourself: 

  • Go to to set up the self-service and enter your user i.d. Enter the information requested. Click "Finish". You are ready to use the recovery tool.
  • To unlock your account or reset your password, go to


We have limited capacity for VPNs. If there is an alternative, we are asking you to use those.
Are you seeking a VPN to access shared drives? SharePoint online might be a solution to access some shared drives. OT can copy shared drives onto SharePoint online to access from any connection without VPN. Please reach out to your agency designee contact with OT or an Intergovernmental Relationship Manager (IRM) to discuss if this is an option and facilitate migration.

Please keep in mind you DO NOT need a VPN to:

If you need to access large shared drives or the state network otherwise, you may need a VPN account. Fill out a request on NAF and have it approved by your agency DAA and it will be processed. Please be advised we are experiencing a high volume of requests at this time and processing may take longer.



To have the Tethering/Hotspot features, the end user needs to go through their procurement officer. The procurement officer will submit the required WV-39 or ADO to with the pertinent information as they do with every other order.


Skype for Business and Skype Conferencing How-tos 

COVID Phishing Attacks

The overwhelming amount of news coverage surrounding the novel coronavirus has created a new danger -- phishing attacks looking to exploit public fears about the sometimes-deadly virus.
Coronavirus-themed phishing emails can take different forms, including these.
  • Health Alerts.
  • Health advice emails.
  • Workplace policy emails.
  • Workplace purchases.
Remember, all external emails will contain a yellow warning banner .


Please report any suspected scam or phishing attempt to
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