Provide computer hardware, software, email, internet and networking support to include but not limited to 1) troubleshooting and diagnosis of desktop, laptop, printers, digital senders, Blackberries/Smart Phones and peripheral hardware problems; 2) Installing and supporting licensed software, to include, but not limited to, Microsoft Office 2007, Outlook 2007, Internet Explorer, Norton and McAfee Anti-Virus, Adobe Acrobat Reader, Pure Edge, Lotus Notes, Defense Collaboration Online (DCO) and Cisco Virtual Private Network (VPN) and any subsequent software/client upgrades; 3) Troubleshooting and fixing email (to include Blackberry Enterprise email), internet access and networking issues. Ensure 100% Information Assurance Vulnerability Alert (IAVA) and Army Gold Master (AGM) compliance for USAG-HI computers and laptops. We also apply software and security patches and perform Army mandated AGM upgrades before deadlines established by USARPAC and/or Signal Commands. Major projects such as en masse migration of operating systems have also required working outside normal duty hours to meet deadlines.

We provide technical issue resolution and routing for the US Army’s financial, asset and account management system at the Tier 1 support level. Responsibilities include: provide business intelligence: reporting and metrics support; team members triage and solve issues with reports generation; enterprise resource planning: financial and accounting support; team members investigate and solve issues found in purchasing and payment processes to help funds flow correctly and have the required traceability; SAP utilization; access to client network via Citrix VPN; cloud platform for BMC Remedy ticketing system; Governance, Risk, and Compliance (GRC); systems and facility security and access support; team members investigate and resolve access issues; issue routing; and the team refers non-applicable calls to the correct military entity based on gained knowledge of areas outside of project scope.

Provide support as the CT3 Helpdesk and the specified associated functions for Program Operational Support (POS) and CAGE Program Management Office (PMO). We support and provide supplemental support to servicing vendors with CAGE processing issues related to SAM Entity Management, Customer Relationship Management (CRM) application processing, Training Support, Data Cleansing, and Parent/Child Relationship Review. These efforts require the operation of the CT3 Helpdesk Monday-Friday from 0800-1700 Eastern Standard Time (EST) except for Federal Holidays. We also provide support as the IUID Registry Helpdesk and the specified associated functions for Program Operational Support (POS) and IUID Program Management Office (PMO). These efforts require the operation of the IUID Registry Helpdesk MondayFriday from 0800-1700 Eastern Standard Time (EST) except for Federal Holidays.

We provide direct support to end-users to provide advanced hardware, software, network, and applications problem resolution for standard desktop operating systems and office automation software suites. We support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance, in addition to troubleshooting problem areas in a timely and accurate fashion, and provide end-user training and assistance. The technician processes calls for support via online Help Desk Application, triaging support calls and working directly with the customer to remedy issues and assist with technical needs/requirements.

We have 30 Agents that provide 17x7x362 commercial support covering the U.S. providing technical support for AT&Ts retail sales channel. The purpose of the RSS is to free up the retail support staff so they can support customers quickly. Our RSS Agents are responsible for troubleshooting both Hardware and Software related issues relating to PC Hardware, Store Displays, IPad Hardware/Software and errors in point of sales (POS) systems. We provide a single point of contact for issue reporting and troubleshooting for 23,621 stores nationwide. Our team is the first line of notification for major outages seen within sales apps/retail sales. Work includes a breakoff Holiday high alert and monitoring team, with expanded focus during extended hours. This project has been in steady-state for nearly 10 years with 4 contract renewals. We have helped reduce the need for retail ticketing by 65% in 10 years. Maintain an 8.7 out of 9 customer satisfaction rating moving between 8.6 and 8.9 on average for the past 10 years.