Contact Methods

Multiple convenient options are available to reach our help desk:

• Web Chat: help.odysseyconsult.com
• Phone or Text: (978) 906-0978
• Email: help@odysseyconsult.com

Accessing the Employee Portal

The Employee Portal serves as your gateway to all IT resources, including the help desk. To access it:

• Visit www.odysseyconsult.com
• Scroll to the bottom of the page
• Click the blue link labeled "Employee Portal"

Using the Help Desk Effectively

Always Use the Ticketing System

Submitting tickets through our ticketing system ensures:

• Your issue is properly prioritized and assigned to the right specialist
• Complete documentation of the issue and resolution for future reference
• Nothing gets lost in email threads or chat messages
• Focused communication by including only those directly involved in your specific issue

Submit Your Own Tickets

Always submit tickets yourself rather than having someone else submit on your behalf. This approach provides:

• Accurate Tracking: We track your ticket history to identify patterns and prevent recurring issues with your devices
• Direct Communication: You receive all updates and can respond immediately to our questions, speeding up resolution
• Better Outcomes: Direct submissions enable us to gather complete information and avoid delays from third-party coordination

Communicate Effectively

Help us help you faster by providing comprehensive information in your ticket:

• Issue Description: What happened? When did it start? What were you doing when the problem occurred?
• Error Messages: Include screenshots or exact error text to help us diagnose issues quickly
• Troubleshooting Steps: Let us know if you have already attempted any solutions
• System Information: Computer name, operating system, and relevant software details

Understanding Our Infrastructure

Microsoft 365 Environment

Odyssey uses Microsoft 365 as our core productivity platform. All employees receive an M365 account during onboarding.

• Account Creation: Your M365 account is automatically created when you onboard
• Data Synchronization: Your display name in M365 is pulled from your UKG Pro profile

Employee Classifications

Indirect Employees

Indirect employees support contracts and work from Odyssey offices or remotely:

• Receive an Odyssey-issued laptop for all company work
• Sign in with your M365 account
• Have access to all M365 applications

Direct Employees

Direct employees work directly for the customer and have specific requirements:

• Dual Email Access: You will have both a government-issued email (e.g., YourName.CTR@USAF.mil) and an Odyssey email (YourName@Ody.com)
• Important Restriction: You cannot conduct Odyssey business on government-issued computers. This includes proposal writing, R&D activities, and market research
• Odyssey Communications: All company and professional communications, including training emails, time-sensitive information, and critical security clearance details, will be sent through your Odyssey email
• Online Access: Direct employees have online access to M365 (Outlook, OneDrive, SharePoint, Word, Excel, and other applications) separate from customer-provided accounts

Cybersecurity & Compliance

CMMC and CUI Overview

• CMMC: Cybersecurity Maturity Model Certification is a mandatory cybersecurity requirement for government contractors
• CUI: Controlled Unclassified Information requires specific handling procedures

Your Role in Compliance

Familiarize yourself with company policies located in the policy library within UKG Pro. Compliance is critical:

• Contract Eligibility: Without CMMC certification, Odyssey cannot bid on or receive contract awards
• Ongoing Maintenance: Maintaining certification requires continuous vigilance from all employees
• Individual Responsibility: Every employee plays a vital role in protecting company and client information

Available Tools & Services

Microsoft 365 Applications

• Core Office Suite: Word, Excel, PowerPoint, Outlook, OneNote, Access (PC only), Publisher (PC only)
• Collaboration Tools: Microsoft Teams, SharePoint Online, OneDrive, Viva Engage
• Productivity Apps: Planner, To Do, Bookings, Forms, Sway, Stream, Lists

Additional Platforms

• GitHub
• Slack
• Confluence
• Jira
• ERIN
• iCIMS

Software & Equipment Requests

Software Installation Process

Need new software? Here's how the process works:

• Approved Software: Pre-approved applications will be installed promptly
• New Software Requests: May require Configuration Control Board review for security and compatibility assessment
• Purpose: This process protects both you and the company from security risks while ensuring all tools work seamlessly together

Adobe Products Guide

We offer three Adobe PDF solutions to match different workflow needs:

Need help deciding? Contact the help desk and we'll recommend the best option for your workflow.

Conference Room Booking

Reserve conference rooms easily through our online system. For detailed instructions, visit: How to Book a Conference Room

Communication Tools

Choose the communication tool that fits your work style:

DialPad (VoIP)

A flexible voice solution that works across devices—use it as a deskphone, in your browser, on your desktop, or as a smartphone app. Perfect if you need a business line without carrying a separate device.

Company Cell Phone

A fully configured company smartphone for employees who need mobile connectivity throughout their workday.

We're Here to Help

Your productivity is our priority. By following these best practices, you help us serve you more efficiently and effectively.

Remember: The IT Help Desk team is always ready to assist you with any technology needs or questions.