CASE STUDIES
	Infrastructure Support
	Systems Development and Integration
	Business & Financial Management
	Environmental Consulting

INFRASTRUCTURE SUPPORT CASE STUDIES

Help Desk Support

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, and others. The Office relies on DBTS personnel to effectively respond to calls. From connectivity to hardware, new user setup to application functionality, the DBTS Desktop Support team provides information and solves hundreds of problems for DC Government employees every day.

The DBTS 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.

DBTS 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 DBTS' 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. DBTS is also a proud and active founding member of the Helpdesk Institute (HDI) Washington DC chapter.