We’re always here to help whenever you need us.
JMA has proven experience providing 24x7x365 tier I and tier II help desk support to clients in the government and commercial sector. Our well-versed technicians troubleshoot and research customer issues improving their knowledge of supported products to provide the highest level of support possible.
Incoming issues and emails are tracked in accordance with Service Level Standards (SLS) using available support tools to assist the customer and/or recreate the issue.
We strive to resolve most general PC support issues in 15 minutes or less (well within the contract agreement). For our Environmental Protection Agency (EPA) Region 7 IT Support Services contract, we met that goal 98% of the time. However, if needed, more complicated issues can be escalated to our designated resources.
Other services we provide include the following:
- Monitoring all servers and LAN networks
- Providing weekly reports and performance metrics
- Analyzing various service monitoring and control applications and offering guidance on product selection
- Performing all moves, additions and changes as well as security scans