COMPREHENSIVE IT SUPPORT SERVICES & DESKTOP-AS-A-SERVICE MIGRATION

  • Advanced Research Projects Agency for Health (ARPA-H)

  •  ITSS (Information Technology Support Services)

  • 75N92023F00253

  • $32,109,500

  • October 2023 - Present

  • Time & Materials (T&M) and Firm Fixed Price (FFP)

  • Prime Contractor

Challenge

As a newly established federal agency, ARPA-H required comprehensive IT support services to enable a geographically distributed workforce while maintaining security, compliance, and operational efficiency. The agency needed to transition from NIH-dependent infrastructure to independent IT operations, implement modern cloud-based desktop solutions, provide multi-tier support across time zones, manage identity and access for a growing workforce, and establish IT service delivery excellence from day one. The challenge included supporting executive leadership, research scientists, administrative staff, and contractors across multiple locations with varying technical requirements and security clearance levels.

Solution

DAWNE IT Solutions delivered full-spectrum IT support services encompassing service desk operations, deskside support, Desktop-as-a-Service (DaaS) migration, identity and access management, and comprehensive IT lifecycle management. The solution established ARPA-H as an independent IT entity while maintaining seamless operations during the transition from NIH infrastructure.

Service Delivery Components

  • Tier 1: General User Support (6 AM - 6 PM Weekdays)

    • First-line incident and request handling via Zendesk

    • Multi-channel support: telephone, email, web portal, chat

    • Ticket triage, categorization, and routing

    • Password resets and account unlocking

    • Software installation and troubleshooting

    • Hardware issue diagnosis and escalation

    • Knowledge base article creation and maintenance

    • Self-service portal management

    Extended Hours Support (6 PM - 12 AM Weekdays, 8 AM - 12 AM Weekends)

    • Critical issue support outside business hours

    • Emergency response for high-priority incidents

    • On-call escalation for urgent matters

    Tier 2: Technical Specialists

    • Advanced troubleshooting for escalated issues

    • Application support and configuration

    • Network connectivity resolution

    • System administration tasks

    • Integration support across platforms

    Tier 3: V/VIP Concierge Service

    • Dedicated Customer Success Managers for executive leadership

    • Personalized support with accelerated SLAs

    • Proactive monitoring and issue prevention

    • Direct communication channels

    • White-glove service delivery

    • On-Site Technical Support:

      • Hands-on hardware troubleshooting and repair

      • Desktop and laptop configuration and deployment

      • Peripheral device installation (printers, scanners, displays)

      • Conference room technology setup and support

      • Physical equipment moves and installations

      • Break-fix services for immediate resolution

      National Travel Support:

      • On-site support at multiple ARPA-H locations nationwide

      • Meeting and event technology support

      • Temporary office setup assistance

      • Equipment delivery and setup for remote employees

    • User Lifecycle Management:

      • New user account provisioning in Okta

      • Role-based access control (RBAC) implementation

      • Multi-factor authentication (MFA) setup and support

      • PIV card integration and troubleshooting

      • Access reviews and recertification

      • Privileged access management

      Onboarding Services:

      • Government background check coordination

      • PIV card collection and activation

      • IT equipment setup and configuration

      • Software installation and licensing

      • User training on technology procedures

      • Security awareness orientation

      Offboarding Services:

      • Account deactivation and access revocation

      • Equipment recovery and data backup

      • Exit interview technology checklist

      • Knowledge transfer facilitation

      • Audit trail documentation

    • Cloud Desktop Transformation:

      • Assessment of existing desktop infrastructure

      • DaaS platform selection and architecture design

      • User profile and data migration planning

      • Application compatibility testing and remediation

      • Phased migration approach by user groups

      • Performance optimization and monitoring

      Benefits Delivered:

      • Location-independent access to desktop environments

      • Simplified device management and security patching

      • Reduced hardware refresh costs

      • Enhanced business continuity and disaster recovery

      • Improved security through centralized management

      • Scalability for workforce growth

    • Document upload and analysis

    • Batch processing for multiple documents

    • Export capabilities for research outputs

    • Collaboration features for team projects

    • Version control for generated content

    • Integration with Microsoft 365 environment

Technologies Used

Service Desk

Zendesk (Support, Guide, Chat)

Collaboration

Microsoft O365, Teams, SharePoint, Zoom

Documentation

Confluence, SharePoint

Security

PIV card readers, MFA tokens, endpoint protection

Identity Management

Okta SSO, Microsoft Active Directory

Monitoring

Nagios, SolarWinds, Splunk

Ticketing Integration

Slack, Microsoft Teams

Desktop Virtualization

DaaS platform (Azure Virtual Desktop or similar)

Asset Management

ServiceNow Asset Management

Remote Support

Remote desktop tools, screen sharing

Implementation Phases

Phase 1: Service Transition (Months 1-3)

  • Service desk establishment and staffing

  • Knowledge transfer from NIH support teams

  • Process documentation and SOP development

  • Tool configuration and integration

  • Initial staff training and onboarding

Phase 3: DaaS Migration (Months 7-12)

  • Pilot group migration and validation

  • Phased rollout to remaining user populations

  • Application compatibility resolution

  • User training and change management

  • Performance optimization and troubleshooting

Phase 2: Operations Stabilization (Months 4-6)

  • Service delivery optimization

  • SLA performance monitoring and tuning

  • User feedback collection and process refinement

  • Knowledge base expansion

  • Deskside support team deployment nationwide

Phase 4: Continuous Improvement (Ongoing)

  • Service quality monitoring and enhancement

  • Technology refresh and modernization

  • Process automation and efficiency gains

  • User satisfaction initiatives

  • Proactive support and monitoring

Results & Outcomes

  • 90%+ user satisfaction scores across all support tiers

  • 95% first-call resolution rate for Tier 1 incidents

  • Average ticket resolution time: 31 hours (35% improvement from baseline)

  • 99.5% service desk availability during business hours

  • Zero critical security incidents related to IAM

  • 100% successful onboarding completion within SLA

  • 98% DaaS migration success rate with minimal disruption

  • 50% reduction in desktop support costs through DaaS adoption

  • 24/7 self-service access reducing after-hours ticket volume by 40%

  • Multi-location support covering 100% of ARPA-H facilities nationwide

  • ISO 9001-certified service desk operations

  • Seamless transition from NIH infrastructure with zero operational downtime

Service Level Achievements

    • Priority 1 (Critical): 15-minute response, 4-hour resolution target

    • Priority 2 (High): 1-hour response, 8-hour resolution target

    • Priority 3 (Medium): 4-hour response, 24-hour resolution target

    • Priority 4 (Low): 8-hour response, 72-hour resolution target

    • Service desk availability: 99.5% during business hours

    • Self-service portal uptime: 99.9%

    • DaaS platform availability: 99.7%

    • Identity management systems: 99.8%

Compliance & Standards

  • ITIL Framework: Service management aligned with ITIL best practices

  • All service desk personnel HDI-certified

  • Quality management system certification

  • Federal information security compliance

  • Accessibility compliance for all services

  • Security controls for IAM and access management

  • Federal PIV card integration and management

Staffing & Expertise

    • Service Desk Manager (HDI, ITIL-certified)

    • Service Desk Engineers (HDI, ITIL-certified, technically certified)

    • Tier 2 Technical Specialists

    • Customer Success Managers (V/VIP support)

    • Deskside Support Manager

    • Field Service Technicians (nationwide coverage)

    • Hardware Specialists

    • Conference Room Technology Experts

    • Identity & Access Management Lead

    • IAM Engineers

    • Security Specialists

    • Compliance Coordinators

    • Program Manager (PMP-certified)

    • Deputy Program Manager

    • Project Manager

    • PMO Lead

Continuous Monitoring & Reporting

    • Real-time ticket queue monitoring

    • SLA compliance tracking

    • User satisfaction metrics

    • Incident trend analysis

    • Asset inventory status

    • Monthly service performance reports

    • Quarterly business reviews

    • User satisfaction survey results

    • Security and compliance status

    • Licensing and software asset management

    • Training completion and certification tracking

    • Project status and milestone achievement

    • IT asset health monitoring (Nagios, SolarWinds, Splunk)

    • Capacity planning and trend analysis

    • Security event monitoring and alerting

    • Performance degradation detection

    • Predictive maintenance recommendations

Training & Knowledge Transfer

    • New hire technology orientation

    • Software application training

    • Security awareness and best practices

    • Self-service portal usage

    • DaaS platform navigation

    • Collaboration tool proficiency

    • Ongoing technical certification programs

    • ARPA-H systems and process training

    • Security and compliance training

    • Customer service excellence training

    • Emerging technology education

    • Comprehensive knowledge base articles

    • Standard operating procedures (SOPs)

    • User guides and quick reference materials

    • Video tutorials and walkthroughs

    • FAQ resources

Business Value

    • Established independent IT operations for new federal agency

    • Enabled geographically distributed workforce productivity

    • Provided scalable support model for agency growth

    • Delivered consistent service quality across all locations

    • Reduced desktop hardware costs through DaaS adoption

    • Optimized staffing through tiered support model

    • Minimized downtime through proactive monitoring

    • Improved asset utilization through lifecycle management

    • Maintained zero security incidents related to IAM

    • Ensured federal compliance across all IT services

    • Protected sensitive research data and intellectual property

    • Established audit-ready documentation and processes

    • High satisfaction scores reflecting quality service delivery

    • Minimal disruption during major technology transitions

    • Responsive support across multiple channels and time zones

    • Personalized service for executive leadership

Innovation & Best Practices

    • ISO 9001-certified operations ensuring rigorous quality standards

    • Multi-channel support providing user choice and convenience

    • Self-service capabilities reducing ticket volume and wait times

    • Tiered support model optimizing resource allocation

    • Cloud-based DaaS enabling workforce flexibility

    • Device-agnostic access supporting BYOD scenarios

    • Centralized management improving security posture

    • Scalable infrastructure supporting rapid growth

    • Seamless Okta SSO integration across all applications

    • PIV card integration meeting federal security requirements

    • Automated provisioning reducing onboarding time

    • Role-based access ensuring least-privilege principles

Challenges Overcome

    • ARPA-H required immediate IT support capabilities as a newly formed agency. We mobilized a full service desk team within 30 days, established processes, and began delivering services while simultaneously building infrastructure.

    • Transitioning from NIH-dependent systems to independent ARPA-H infrastructure required careful coordination to maintain continuity. We executed a phased approach with parallel operations during the transition period.

    • Supporting users across multiple time zones and locations required strategic staffing and technology deployment. We established extended hours coverage and nationwide deskside support capabilities.

    • Migrating users to cloud-based desktops while maintaining productivity required extensive planning, testing, and user training. We employed a phased approach with pilot groups to validate the solution before full deployment.

Client Testimonial — Chief Information Officer, ARPA-H

“DAWNE IT Solutions has been instrumental in establishing ARPA-H's IT operations from the ground up. Their comprehensive support services, seamless DaaS migration, and commitment to service excellence have enabled our distributed workforce to focus on our mission of accelerating health breakthroughs. The team's responsiveness, technical expertise, and dedication to user satisfaction consistently exceed our expectations."

Long-Term Impact

    • Sustained 90%+ user satisfaction scores for 18+ months

    • Continuous service improvement initiatives enhancing efficiency

    • Scalable infrastructure supporting agency growth from startup to established operation

    • Model IT support program recognized across HHS agencies

    • AI-powered chatbot integration for enhanced self-service

    • Predictive analytics for proactive issue resolution

    • Expanded automation reducing manual ticket handling

    • Advanced security monitoring and threat detection

Contact us.

For detailed case study, reference check, or technical discussion, contact DAWNE IT Solutions.

Related Capabilities

IT Service Management, Service Desk Operations, Identity & Access Management, Cloud Desktop Solutions, Deskside Support, ITIL Service Delivery

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