Case Study: General Services Administration delivers seamless Presidential Transition support with MicroTech Help Desk services

General Services Administration - Customer Case Study

General Services Administration (GSA) needed rapid, full-spectrum help desk and IT support for the 2008 Presidential White House and Executive Office Transition Team, with only 60 days to prepare. MicroTech was brought in to plan and launch Tier 1 and Help Desk support, including SOPs/FAQs, staffing, HSPD-12 badge processing, equipment issuance procedures, and vendor support services.

MicroTech implemented high-volume FAS Help Desk operations, Tier 1 and Tier 2 support, a Vendor Support Center, and interactive vendor training. The result was successful support for more than 1,200 transition personnel, helping GSA manage an unprecedented, fast-moving transition that included smartphones, notebook computers, and wireless broadband access.

General Services Administration

Ed O’Hare

FAS Assistant Commissioner, Integrated Technology Services