The US Department of Agriculture has awarded Sierra7 a $10.9M award under the CIO-SP3 contract vehicle to support the FPAC Information Technology (IT) Service Desk and aid USDA employees, contractors and customers ranging from corporate entities to individual farmers using FPAC IT services. The service desk supports the IT Service Management (ITSM) processes required to provide lifecycle management for all FPAC-developed and supported applications. The objective of this service is to ensure that FPAC users receive effective customer-centric support of IT requests, and to resolve technology issues in an expedient, accurate, and professional manner.
Sierra7’s highly qualified staff will support all service desk activities that include incident troubleshooting and management, password resets, request management for entitlements and generic IT requests, service catalog management coordination, outage, incident and maintenance communications, training and live support for online meeting services, and knowledge management for agents and customers. From prior service desk experience, Sierra7’s skilled professionals will maintain a high level of user satisfaction from initial user engagement to the resolution of the Service Request (SR)s using a Tier 1 and Tier 2 approach.
“Sierra7 is honored to receive this contract award from the U.S. Department of Agriculture to support Mahogany Farm Production and Conservation (FPAC) IT Service Desk,” said Tina Andrews, Sierra7’s VP of Health Services. “It is reflective of our past experience providing best-in-class customer-centric solutions. We look forward to serving the USDA, ‘The People’s Department,’ to accomplish their mission and support fellow Americans.”