The Office of Information & Technology (OIT) serves the Department of Veterans Affairs (VA) as a Veteran-centric provider of secure and cost-effective technology services. OIT collaborates with its business partners to create the best experience via state-of-the-art information technology (IT) solutions and service delivery. Take2 supported the agency-wide cutover to VA ServiceNow Customer Service Management, and today provides 100+ Tier 1&2 help desk and service desk professionals supporting all 23 VISNs using the VA Service Now ticketing system. ServiceNow replaced WebLGY, LGYHub, VA Loan Electronic Reporting Interface (VALERI), and the VALERI Service Web Portal (SWP). Take2 IT service professionals perform installations, workstation setup, configuration, maintenance, testing, and troubleshooting tasks in support of the IT customers, to include SME support on VA systems like VACCS and eMASS, with all tickets managed in ServiceNow.
Take2 Service Desk professionals diagnose and resolve customer related HW/SW issues utilizing the ServiceNow tool, tracking and documenting all system changes, problems, issues, and work tasks. Our professionals provision newly procured endpoints to include desktops, laptops, printers, and mobile devices, installing and configuring OS upgrades and Commercially Available Off-the-Shelf (COTS) software based on change order instructions. By utilizing log data and system administration tools, Take2 professionals are able to diagnose system hardware and software problems, and repair, reconfigure, or replace defective system components as indicated. With these systems installed, we perform routine system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement, or revision.