Enterprise IT — Help Desk
Mission: To implement security assistance training for military personnel attending flying, technical, medical, and professional education classes.
Challenge
Provide end-to-end support for the 125-member team, supporting 4,400 students from more than 130 countries.
- Keep computer systems running at peak performance
- Ensure all systems and processes are secure and SIPRNET-compliant
Solution
Synteras deploys a team of cleared systems engineers who are responsible for:
- Systems and web administration
- Help desk support for desktop software, videoconferencing, and other issues
- Security & SIPRNET administration
- Information Systems Security Officer (ISSO)
- Fortezza Responsible Officer
- CRO COMSEC Responsible Officer
- Software license management
Results
Synteras has consistently exceeded Performance Work Statement (PWS) thresholds.
- Help desk requests are responded to and resolved within 24 hours 95 percent of the time.
- Web-based applications and computer systems are available 24x7x365.
- All systems are compliant with security requirements.
- Documents, licenses, and registration are maintained and current.
