Help Desk

Client: Surface Deployment Distribution Command (SDDC)

Problem

Help Desk solution

Solution

CEdge provides Tier I and Tier II Desktop Support for SDDC HQ activities including hardware, software, and mobile devices on both the SIPRNet and NIPRNet (local and remote) systems. CEdge ensures compliance with the Army’s C4IM standards within the SDOISS program. We implement and administer the IT Support Services Program to protect SDDC information and information systems from unauthorized access, use, disclosure, disruption, modification, hardware imaging and destruction.

In addition, we provide special Command, Control, Communications and Computer (C4) support to SDDC senior-level executives and their immediate support staff. Support includes configuring, supporting and troubleshooting desktops, laptops, software, printers, mobile devices, desktop Video Teleconferencing (VTC) equipment. SDIOSS Helpdesk also provides technical solutions to our clients via email, phone support, and deskside assistance as needed. Technical solutions are documented using the network database and the CRM system (Service Now). We also perform hardware (laptop, desktop) refreshes based on the customers direction and schedule. This includes the “ghosting” of computer images provided by the client and testing before actual deployment to the SDDC customer. The Helpdesk provides decommissioning service of laptops and desktops which are scanned and wiped then provided to the client for disposal and removal.

Resolve reported problems or operating difficulties with hardware, software, network and related equipment/systems while maintaining software packages and updates on file servers and utilize the network installation method for installs and pushing updates to the desktops where possible.