IT Infrastructure & Help Desk at BiC-1
BiC-1 supports our clients’ infrastructure needs from an architecture, engineering, operations & maintenance, service desk, and help desk perspective, including support for data, voice, and video teleconferencing. We ensure our client solutions conform to federal and DoD guidelines for functional and security architectures, designing and operating according to manufacturer best practices with the help of experienced, certified staff members.
Approach – IT Infrastructure & Help Desk
BiC-1 employs a range of systems engineering methodologies and vendor-established methods to design and implement IT and telecommunication infrastructures. In each case, we focus on building maintainability and security into the design while aligning with our client’s Enterprise Architecture requirements to enhance data exchange. Our management approach follows ITIL v3 best practices to develop a tailored IT Service Management strategy specific to each support need, always including continuous service improvement steps to encourage innovation and ongoing process enhancements.
We provide traditional Help Desk services, assisting end-users reactively by responding to phone calls or online inquiries tracked through an ITSM system. However, we go beyond the typical Help Desk model to offer Service Desk support, which has a more customer-centric focus, providing proactive value and services to end-users. We leverage advanced tools like Remedy and ServiceNow to prevent recurring problems with automated solutions, maintain a knowledge base to address future service requests more quickly, and continually identify new tools and processes to resolve common support issues efficiently.
BiC-1’s IT Infrastructure & Help Desk Services include:
- Systems Engineering
- Network Engineering
- Information Assurance
- Voice/Unified Communications
- Teleconferencing, Enterprise Architecture (EA)
- Virtualization/VMware Support
- System Architecture Compliance Analysis and Remediation
- Network and Operating System Operations and Maintenance
- Performance Monitoring
- System Testing
- Configuration Management
- Database Administration
- Systems Administration
- Service Desk Support
- Help Desk Support
BiC-1’s IT Infrastructure and Help Desk Experience
Provided Infrastructure & Help Desk Services to clients such as the General Services Administration (GSA), Department of Homeland Security Agency, Agriculture (AGR), Department of Interior (DOI), and Department of the Airforce.
Reach Back Capabilities, additional non-redundant capabilities as inferred from BiC-1 partners’ NAICS-classified services, are included as a persistent element across all the subcategories (See below chart)
