We support comprehensive IT support for over eight thousand (8,000) pieces of hardware and peripherals, over thirty five (35) software applications, and a daily average of ninety five hundred (9,500) faculty, staff, and students. METC staff also manage telecommunications services including 8,000 telephones, BlackBerrys, video teleconferencing equipment items and other wireless devices. The training platform team supports clinical devices and applications including the Composite Health Care System, AHLTA, Questionmark, Pearson Vue, Blackboard Learn, Event Management System, Defense Medical Logistics System Standard, Mavis Beacon, various Adobe products, MS Office Suite of products, and various other applications.

Program Management: Provides on-site technical assistance to, and management of, contractor employees to resolve issues affecting IM/IT within METC and develops a resolution plan for those issues that require prolonged tracking. Keeps client leadership apprised of any technical problems that arise during weekly meetings, and takes the initiative to resolve such problems in a most expedient manner. Oversees the writing of step-by-step technical procedures for the resolution of new and/or special/recurring problems affecting automation. Monitors the accuracy and completeness of all data entered in the incident management system and provides weekly and monthly statistics and management reports from a variety of sources.

Help Desk Support: T&T is solely responsible for all of METC’s Tier I and Tier II help desk support. This includes the performance of technical work to resolve customer issues regarding any IT related ticket, tracking the status of tickets, and generating a variety of reports from status to trend analysis of issues. T&T is also the source of technical expertise for METC’s complex A/V network and equipment deployments including video teleconferencing. Help Desk services include the deployment, configuration, and maintenance of desktop computers and peripherals, laptop computers, networked printers, telephone systems, and more.

AV/VTC Support: Provides support related to AV/VTC systems and operations routed through the helpdesk. Skilled employees investigate elevated incidents by validating the problem and seeking appropriate solutions related to these complex issues. We are responsible for the installation, operation, maintenance, repair, and modification of all AV/VTC hardware and software. Schedule, operate, and maintain all VTC systems, coordinate connections between sites, and provide end user training. Design and integrate disparate AV systems into a working whole, prepare and maintain technical documentation, and analyze current technologies and recommend system improvements.

System Administration: Provide on-site technical SA support to maintain the functionality of application/web servers to include hardware/software configuration, performance monitoring and tuning, troubleshooting, issue resolution, new software releases, upgrades, systematic backup/recovery and assisting with migration plans. We support system maintenance, login and password retrieval, archiving course data, system updates, upgrades, building blocks, and other software and/or system integration with the academic functional systems. T&T provides virtualization support for a number of servers maintained within the campus environment as part of an evolving P2V infrastructure delivery platform.

Database Administration: Provide database administration support to include database creation, configuration, maintenance, security, capacity planning, upgrades, troubleshooting, issue resolution, backup/recovery procedures, database performance tuning and documentation changes. Our technicians maintain database security in accordance with facility and DoD standards to include application of security patches. Support development of updated system architectural design documents describing service level offerings and planned enhancements.

SharePoint: Apply a comprehensive understanding of the functionality and features of SharePoint to the client that span several areas of their core business processes including system administration, site design and maintenance, and designing and implementing Business Intelligence solutions. Responsibilities include creating and maintaining site collections with multiple sites, unique navigational elements, custom content types and site columns, site pages, web part pages, workflows, retention policies, and governance policies. We provide backup and restoration services, manage metadata and user profiles, and manipulate application settings as required to maintain optimum system performance.