Challenge
The Army’s surface transportation and distribution command required a reliable, highly responsive help desk and desktop support operation at headquarters — supporting over 1,200 users including 30+ Senior Executive Service leaders, across both classified (SIPRNet) and unclassified (NIPRNet) networks. The program demanded consistent Tier I and Tier II resolution, proactive vulnerability management, and the flexibility to absorb surge requirements — including large-scale technical refreshes, cybersecurity incident response, and enterprise software migrations — without disrupting day-to-day mission operations.
Our Approach
CEdge served as the primary IT support provider for command headquarters over a 6-year fixed-price engagement, operating as the first point of contact for all desktop, account, and IT service issues.
Help Desk Operations
CEdge managed all Tier I and Tier II support for 900+ Office Information System customers, opening and resolving help desk tickets, performing initial troubleshooting, and routing issues to the appropriate technical function. The team maintained a knowledge database updated monthly and ensured every customer had the opportunity to rate their support experience through a post-ticket satisfaction survey.
Senior Executive Support
A dedicated Flag Support function provided white-glove IT coordination for the command’s 30+ SES and General Officer staff. CEdge managed onboarding of new senior leaders — including incoming Commanding Sergeant Major and Deputy Chief of Staff — ensuring all communications devices and access were configured and operational from day one.
Windows 10 Secure Host Baseline Upgrade
CEdge upgraded 100% of headquarters NIPRNET computers to the Windows 10 version 20H2 Secure Host Baseline ahead of the Army-mandated March 2020 deadline — accomplishing the upgrade while the majority of the workforce was teleworking during the COVID-19 pandemic.
Microsoft Office 365 Migration
All headquarters users were migrated to Microsoft Office 365 ahead of the organizational suspense, with zero data loss and full coordination of new email account setup and CAC address alignment.
Hardware Technical Refresh
Working around incidents, network outages, and mass telework conditions, CEdge completed a full technical refresh of 200 laptop computers, 50 desktop computers, and over 100 monitors — without impacting any user requirements or mission suspenses.
Cybersecurity Incident Response
CEdge played a pivotal role in resolving an Air Forces Cyber Maintenance Tasking Order (MTO) that disabled hundreds of SDDC users and computers due to non-compliance. The team coordinated with remote users and G6 IT professionals to physically touch every affected PC, validate every user’s identity, and verify SIPRNET access requirements — returning the entire command to full compliance.
Account Management
The help desk served as the entry point for all new user account requests, verifying in-processing documents and initiating and monitoring account creation — typically completing accounts within the 2-day SDDC standard. Over 300 new accounts were processed during the final evaluation period alone.
Results
- CPARS ratings of Very Good in Quality, Schedule, and Management (final evaluation period)
- 5.0 out of 5.0 average customer satisfaction rating (scale: 3 = average support)
- 99.2% average monthly ticket closure rate across 8,108 tickets opened and 8,040 resolved in a single evaluation period
- 8,000+ tickets processed annually for 1,200+ users
- 0% schedule variance — all contractual deliverables received on time
- Windows 10 upgrade completed ahead of deadline for 100% of NIPRNET endpoints while the workforce was teleworking
- O365 migration completed ahead of suspense with zero data loss
- 200 laptops, 50 desktops, and 100+ monitors refreshed without mission disruption
- Assessing Official recommendation: “Given what I know today about the contractor’s ability to perform in accordance with this contract or order’s most significant requirements, I would recommend them for similar requirements in the future.”