Support Services (10)

• Deskside Support Services

  Deskside Support Services provides support for desktop systems, printers, laptops, PDAs, IT infrastructure, and end-users. Support is comprised of assistance with the installation, configuration, maintenance, trouble-shooting and disposal of desktop hardware and software components. ​

• eDiscovery Services

  eDiscovery Services respond to Office of the Inspector General, Federal Bureau of Investigation, IC Executive Officer, Freedom of Information Act investigations and requests by searching and providing requested information, following current rules and policies. ​

• Media Sanitization Service

  CIT provides a Media Sanitization Service through the NIH Data Center for the secure disposal of information storage media. These include CDs, DVDs, tapes (except for the old round mainframe tapes), and disk media (e.g., hard drives and floppy disks). Magnetic media (e.g., hard drives and magnetic tape) are degaussed; optical media (e.g., CDs and DVDs) are destroyed.

  The Media Sanitization Service meets the minimum sanitization requirements and risk levels according to the NIH Sanitization Guide, which is based on National Institute of Standards and Technology (NIST) sanitization standards.

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• Messaging and Infrastructure Support Services

  Messaging and Infrastructure Support Services provide Tier 3 and 4 support including management for AD accounts, Exchange mailboxes, email recovery, etc., as well as 24x7 support for all production services.

  Other support services include professional consulting and project management for NIH-wide messaging and infrastructure projects, including major software upgrades, hardware refresh, and the AD Consolidation projects.

  IT professionals who need more information about these services may request assistance by submitting a ticket through the NIH IT Service Desk.
  

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• NIH Telephone Operator Services

  NIH Telephone Operator Services administers IC organization employee locator information, processes long distance calls and international dialing, establishes conference calls and telegrams, provides TTY/TTD related services, handles maintenance calls and provides voicemail transcription to the NIH community and the general public. ​

• Service Desk

   

  The NIH Service Desk is the single point of contact for customers requesting IT services and support. As the level one provider of IT support, the NIH Service Desk resolves or escalates requests to its support partners throughout the NIH. It also serves as the primary point of communication for the status of pending requests, service outages, and maintenance activities within the IT environment.

   

  The Aspect System Administration provides a secure, centrally-managed, 24/7 call management system for the NIH Service Desk and some other IT support help desks at NIH. The service includes inbound call management, call routing, remote telephony using a desktop or laptop computer and conventional phone, and access to a reports database allowing customers to generate their own custom reports.

   

  Continuity Assurance Program (CAP) is a service that focuses on IT problem prevention, monitoring, and response. CAP provides a 24x7 system monitoring service to proactively assess problems before the customers report them. CAP maintains system and contact information to coordinate necessary IT responses, and to prevent the recurrence of problems.

   

• Service Ticket System

  The Service Ticket System provides a secure, centrally-managed IT support ticketing system for the NIH Service Desk, support partners in the ICs, and other IT support help desks at NIH. ​

• Signal Page Services

  The Signal page Operators is a 24 – hour emergency paging system used for processing several types of paging services and request. These services and request include: Code Blue, Fire, On-Call doctors, nurses, and overhead paging announcements for the NIH Community, and specifically the NIH Clinical Center.

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• Telecommunications Services

  Telephone Services include the Installation and Moves, Adds and Changes of telecommunication Services - The Telecommunications Specialist will help you establish your telephone requirements and identify your telecommunications needs including provisioning of dial tone, procuring telephone sets, and all peripheral equipment necessary to support your requirements. This is to include adding telephone features to an existing set, removing features,  and move telephone lines or circuits.  Install telephone lines or disconnect telephone lines not used.

   

  Telecommunications Circuit assist with the installation of all tariff and non-tariff circuits including PRI, T1, DS3, and alarm. In addition, CIT coordinates the installation of residential (telecommuting) lines to include analog, ISDN, DSL, and FIOS services using the NETWORX contract.

   

  Telephone Repair Services provides repair services for all NIH telephones including recalibrating dial tones; no dial tone, line cord broken, static on the line, defective telephone sets and voice mail light reset, processing or expediting services, these issues can be repaired by calling the vendor service desk at (301) 402-9935.

   

  In addition if NIH experience a major outage of the telecommunications service the Duty Specialist and the vendor is available on a 24x7 troubleshooting your service outages. processing or expediting services. 

   

   

  Voicemail Services design and install voice mailboxes, menus, and provide training to NIH

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• Telephone Directory Services

  The CIT DNST directory staff are responsible for the Publishing the hard copy and electronic copy of the NIH Telephone Products and Services Directory. The Update and publish NIH Blue Pages for state-wide telephone directories, process and distribute Local Exchange Carrier (LEC) Directories, develop and publish customized directories. Which is uploaded to the Operators switchboard directory to help serve the NIH community and general public ​

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