Client Background: 

The New Jersey Department of Community Affairs is a governmental agency of the U.S. state of New Jersey. The department is headed by Commissioner Sheila Oliver, who is also serving as Lieutenant Governor of New Jersey. The NJDCA provides administrative guidance, financial support, and technical assistance to local governments, community development organizations, businesses, and individuals to improve the quality of life in New Jersey.

Project Scope:

New Jersey Department of community affairs was looking for a vendor for its help desk project requirements. They needed experience across networking fundamentals (DNS, DHCP, HTTP, Switching), Active Directory, Microsoft Office Product Support/Configuration, Customer Service, Installing and Deploying Operating Systems Windows Operating Systems (XP, Vista, 7) & Software Installing and Repairing Hardware. The solution must provide detailed information in ticket resolution software and for documentation.

Solution:

As a part of this project, we have supported the state in Level II, phone/desk-side technical support & problem management to end users on a wide array of issues regarding computer operations, including installations, setups, error messages, and application use. V Group’s service scope included troubleshooting hardware issues, desktops, printers, LAN equipment and working with vendors to resolve application issues. V Group, as a part of this project, was also involved in communicating with non-technical employees in a fashion easily understood.  

V Group has supported the delivery of detailed information in ticket resolution software including in-depth technical knowledge to work on Microsoft operating systems including Windows XP, Windows 7, and Windows Server in an active directory domain environment, basic networking fundamentals, and protocols (DHCP, DNS, HTTP, basic switching), supporting and configuring Microsoft Office. We also provided support for new computer setup, profile configuration, image management (Desktop Cloning), and data transfer. Our experts gained feedback from users to proactively resolve recurring problems and follow up with users on all issues and responded to queries either in person or over the phone.  

Technology:

  • DNS 
  • DHCP 
  • HTTP 
  • Switching 
  • Active Directory 
  • XP, Vista, 7 
  • Software 
  • Hardware