Since 2001, CSG has served the USDA ITS Customer Support Branch by providing End User Support for their National Service Desk. CSG provides Tier 1, 2, and 3 help desk services directly to 23,000 users and indirectly to the 250,000 members of USDA. Monthly volume averages 6,000 calls. Tier 1 support involves receiving, logging, and resolving/escalating trouble calls. Tier 2 involves on-site, in-person IT support for end users. Tier 3 includes system-level administration and advanced problem resolution. CSG staff members operate in three locations: Fort Collins, CO; St. Louis, MO; and Kansas City, MO.

During 2007, CSG provided daily desktop support services to the OCIO Large Office Branch, including Tier 1, 2, and 3 help desk services for 2,500 users at USDA offices located in Washington, DC; Beltsville, MD; and Alexandria, VA. This included receiving and logging trouble reports, resolving issues over the phone, traveling to the user work site, providing solutions/patches, and referring systemic or highly complex issues to Tier 3 personnel; providing inventory support for performing warranty & in-house repairs, tracking equipment, & delivering & configuring system components; and providing proactive support for evaluation & planning on technology decisions, process design, and ITIL-related best practices.

For our DoE WAPA client located in 7 offices throughout Montana, South Dakota, and North Dakota, ITX support includes responding to user service requests; troubleshooting hardware and software problems; resolving network problems; maintaining virus protection and security patches; prioritizing work requests; capturing and monitoring trouble tickets; reviewing and updating procedure documentation. Also includes configuring and setting up new workstations; assisting with hardware, software, peripheral purchases; testing & evaluating new technologies; maintaining inventory records.