District of Columbia
— Enterprise Helpdesk Support & Project Management
The District of Columbia's Office of the Chief Technology Officer (OCTO) is responsible for providing technical support, via phone support, email, and in-person consultation, to a host of District agencies, including the Office of the Mayor, Office of Contracts and Procurement, Department of Health and others. The Office relies on PCN Strategies Desktop Support and Management personnel to effectively manage and drive this enterprise help desk initiative. From connectivity to hardware, new user setup to application functionality, the PCN Strategies Desktop Support and Management Team provides information and solves hundreds of problems for DC Government employees every day.
PCN Strategies project managers are on site to provide daily directions to new project rollouts such as technology refreshes with large scale deployments of new computer systems. Our project managers provide OCTO with research on how to increase consistency in the enterprise network by standardization on low cost and low maintenance computer systems. PCN Strategies Helpdesk Management Team is also responsible for developing new operational procedures and processes used throughout the agency to reduce costs and increase efficiency.
The PCN Strategies Desktop Support Team provides phone, e-mail, in-person and online support. This staff of educated and trained support professionals utilizes Remedy's Helpdesk application to track incidents from initial call through resolution. Our Desktop Support consultants provide answers to general computing questions, questions regarding the utilization of COTS and customized software applications or operating systems, and trouble-ticket processing for problem reports.
PCN Strategies provides onsite and offsite Tier 1 through Tier 3 levels of technical support. The team currently supports hundreds of applications and continually upgrades its knowledge of new applications, technology, and problem resolution skills by investing in ongoing training and a comprehensive technical resource library. This commitment to training and PCN Strategies' employee-employer relationship has produced a high retention rate. The ability to retain experienced, well-trained personnel, who become familiar with customer's systems, people and business, consistently results in high-quality application support.