V-Tech is a Veteran Owned (VOSB), Minority Business Enterprise (MBE), technology-based firm that is ISO/IEC 20000 Certified. Our Small Disadvantaged Business (SDB) and 8(a) status provide unique opportunities to serve state, federal and DoD organizations.

Our Experts

A Proactive Approach to Help Desk Management

Every minute of downtime impacts productivity. Ineffective help desk support can lead to employee frustration and continued loss of productivity. V-Tech's certified help desk support team takes a proactive approach and works to prevent incidents before they happen.

We stop the hold-time marathons and multi-level jockeying to answer questions in one call.

We follow Information Technology Information Library (ITIL) best practices for Information Technology Service Management (ITSM) to help our clients move beyond reactive incident management into request, problem, configuration, and change management that drive higher levels of performance.

Our CIAC and ICMI certified contact center professionals have vast experience managing Tier I, II, and III support. They use the latest troubleshooting, analysis, ticketing, and performance analysis tools to provide real-time support to our clients.

We have created a solid help desk model with deliberate and strategic methodologies in the areas of training, staffing, data analysis, and project management. When customers call into a help desk they expect their issues to be addressed and resolved in a fast and efficient manner. Our One-Call Resolution Process empowers our help desk professionals to take ownership of an issue and see it through to resolution.

We are able to help clients in the following ways:

  • Reducing cost per incident
  • Enhancing employee service
  • Providing 24/7 x 365 support coverage
  • Offering a flexible staffing model
  • Providing corrective and preventative client solutions
  • Using advanced call tracking and trouble ticket technological packages
  • Having technical and help desk agent certifications

Our unique understanding of the government and government contracting demonstrates our commitment to ensuring the success of agencies' missions and objectives.

Welcome to our career center

At V-Tech, you're not just a part of today's changing business environment; you're at the leading edge, forging new paths with innovative solutions and groundbreaking technologies.

  • Help Desk Agent [Tier I/II]/Customer Service Representative, Crystal City, VA - June, 2011
  • Jr./Intermediate/Sr. Information Security Analyst, Washington, DC - June, 2011
  • Information Systems Security Officer (ISSO), National - June, 2011
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