Information Technology

Since 2014, we have provided tier 1 and tier 2 help desk services at the United States Army Sergeants Major Academy (USASMA) at Fort Bliss, Texas, the U.S. Army’s premier educational institution for non-commissioned officers. Before we took over the contract, the customer struggled to capture meaningful performance metrics. This lack of high-quality service left them unequipped to track their progress accurately.

Upon contract award, IDA Technology immediately identified critical service operational data points. We then developed a metrics analysis capture and reporting process that led to a rise in both performance standards and level of customer service.  As a result, we can accurately track the hundreds of IT support tickets submitted for any given month and more accurately address life cycle management requirements.

Our help desk technicians at USASMA assisted with:

• Advice and assistance to over 1000 staff and students to resolve IT problems
• Imaging, troubleshooting and repair services for PC’s, laptops, printers, and peripheral devices
• Patch management
• Audiovisual equipment setup and maintenance support
• Coordinating software and hardware deployment
• Hardware and software life cycle planning and support

Contact IDA Technology today to take advantage of our technical expertise and wide range of services.