IT Support Guidance Document

IT Support and Services Reminder


The following information will help DJJ staff receive faster IT support and services


Password Reset


Agency general staff can make self-service GETS password changes via “Sign in” to reset your password or select “Forgotten Password” to regain access to your account.


Users may also contact the GETS Service Desk to assist with password resets.


GETS Service Desk

Phone number:  1-877-482-3233

Hours of operation:  24 / 7 / 365

Hands-on staff:  40+ technicians


The GETS Service Desk handles the following types of issues:


  • Break-fix issues – Break-fix is defined as any IT software or hardware that was working yesterday, but isn’t working today
  • Outages – network, desk phone and email
  • Internet or intranet connectivity issues
  • Microsoft Office issues (including email)
  • Password issues (locked accounts or password change)
  • Desk phone issues


DJJ Internal Help Desk


Hours of operation:  Monday through Friday, 8:00 am to 5:00 pm


Help Desk website address URL to open support tickets:


Hands-on staff:  2 technicians


The DJJ internal Help Desk facilitates the handling of the following issues:


  • IT equipment moves (Central Office only)
  • New hire onboarding PC setup.  In most cases an existing computer will have to be brought to the Help Desk so that it reimaged and configured for the new employee.
  • Power DMS issues
  • Kronos application issues
  • Nitro PDF application installations
  • DJJ software application issues:
    • JTS - Juvenile Tracking System
    • OQA - Investigations System
    • BCAS - Background Check Application System
    • VRS - Vehicle Registration System
  • Badge machine issues
  • Installation of new phone connections
  • CCTV issues
  • Cell phone and air card issues
  • VPN access
  • AMTEL Phones for juveniles:


  1. Contact AMTEL Support:
      1. Sunshine Lang
      2. 912-580-3791
  2. If you need to escalate your issue, please open a work order and contact the Open Support Line.


  • Guard1 Plus


  1. Contact Guard1 Plus Support at:


            [email protected]

  1. If you need to escalate your issue, please open a work order and contact the Open Support Line.


The Help Desk will also help you resolve any issues that you might experience with the GETS Service Desk.


Open Support Line:

Hours of operations:  Monday through Thursday, 9:00 am to 10:30 am

Phone number:  1-719-359-9722, Pin: 317098


The purpose for the Open Support Line is to address issues that are severely impacting DJJ agency operations.  All calls will be cataloged and assigned to a technician.  If we are already addressing the issue we will provide a quick update on the progress


When you call the Open Support Line please do the following:


  • Provide your name, phone number and which site you are calling from.  If possible, please try to avoid interrupting discussions that are in progress when you join the bridge line.


  • Have your GETS Service Desk ticket number or internal Help Desk workorder number available.


  • Provide as much information as you can about the problem. 


  • Provide the name and phone number of the person that is experiencing the issue. A member of the IT Department will contact them.


If you have any questions or concerns please email Rick Dye, IT Support Manager at [email protected].