Help Desk Management and Operation

Help Desk Management and Operation

  • Provide Tier 1, 2, and 3 support services 24 x 7
  • Create and maintain user accounts
  • Provide telephone hotline support and respond to problem calls
  • Dispatch technicians to resolve problems or perform repairs
  • Track tickets using help desk management tools
  • Support remote users and personal digital assistants (PDAs)
  • Test, install, and upgrade systems and conduct test and evaluation
  • Physically reconfigure systems and support modernization efforts
  • Support warranty service on client-owned systems
  • Comply with client service level agreements (SLAs)
  • Provide on-call support

Significant Clients

  • Department of Interior (DOI), Fish and Wildlife Service
  • DOI, National Business Center
  • DOI, U.S. Geological Survey
  • DOI, Bureau of Indian Affairs
  • General Services Administration, Networx
  • Department of Justice, Federal Bureau of Investigation
  • Department of State, IT Service Center
  • Environmental Protection Agency, Region 3
  • Department of Agriculture, Information Resources Division