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CONTACT
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Help Desk Management

  • SLA monitoring
  • Workforce scheduling
  • Escalation workflows
  • Knowledge base development
  • Customer satisfaction reporting

Tier 1 IT Support

Detail the entry-level technical support services, including initial troubleshooting and common IT problem resolution. Our Tier 1 team provides rapid first-contact resolution to keep your mission-critical operations moving without delay.

  • First‑contact resolution
  • Password resets
  • Ticket triage
  • Remote troubleshooting
  • Advanced troubleshooting
  • Endpoint configuration
  • Software installation
  • Root‑cause analysis

Tier 2 IT Support

Showcase advanced technical support services for more complex IT issues, requiring in-depth knowledge and specialized tools. Our veteran-led teams ensure mission-critical stability through expert remediation.

IT Asset Management

Optimizing organizational resources through comprehensive lifecycle tracking and technical accountability from deployment to decommissioning.

  • Inventory tracking
  • Deployment & decommissioning
  • Warranty coordination
  • Lifecycle management

COMPLIANCE & SECURITY

Endpoint Management

  • Intune/SCCM configuration
  • Patch management
  • Compliance reporting
  • Vulnerability mitigation

ITSM Administration

We specialize in the administration and optimization of IT Service Management processes and platforms, ensuring federal and enterprise buyers receive ITIL-aligned service delivery with maximum efficiency.

  • ServiceNow/Remedy workflows
  • Automation
  • Reporting dashboards
ITSM DASHBOARD
Ready to Optimize Your IT Service Delivery?

Industries & Agencies Served

JRD Technical Solutions delivers mission-ready IT service desk, ITSM, and process improvement solutions across federal civilian, defense, and veterans-focused agencies — built on 16+ years of frontline federal IT operations experience.

SDVOSB Priority — Department of Veterans Affairs (VA)

As a certified SDVOSB and VOSB, JRD Technical Solutions holds a statutory contracting advantage at the VA under 38 U.S.C. § 8127 — giving VA program offices a fast, compliant path to high-quality IT service desk and ITSM support from a verified veteran-owned firm.

Department of Defense (DoD)

Supporting Army, Navy, Air Force, Marines, DISA, and TRANSCOM with enterprise-scale IT service desk operations, ITSM modernization, and asset management in mission-critical environments.

Federal Civilian Agencies

Delivering scalable IT support and service management solutions across GSA, DOT, USDA, DOE, and other civilian agencies with diverse end-user environments and complex infrastructure needs.

Health & Human Services (HHS)

Providing reliable IT service desk and ITSM support to HHS, NIH, CDC, and CMS — agencies where system uptime and data integrity directly impact public health outcomes.

Department of Homeland Security (DHS)

Serving CBP, TSA, FEMA, ICE, and USCIS with responsive Tier I–III helpdesk operations and ITIL-aligned service management in high-demand, mission-sensitive environments.

Department of Justice (DOJ)

Supporting FBI, DEA, BOP, and ATF with professional IT service desk staffing and structured ITSM processes designed for high-compliance, security-conscious federal legal environments.

General Services Administration (GSA)

Engaged with GSA as a vehicle-ready SDVOSB partner, positioned to deliver IT services through government-wide acquisition contracts including GSA MAS, OASIS+, and SEWP VI.

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