Customer Support Branch
Chief, Loyd Mitchell

The Customer Support Branch (CSB) serves as the first point of contact for FWS employees to report and resolve IT support issues, or initiate contact other IRTM Branches as required. The CSB employs a diverse set of professional IT support staff across FWS who use an enterprise-wide Help Desk structure, a multi-tiered support model, and a support ticketing system to effectively log customer contacts, research and resolve issues, and track and document issue resolution. CSB staff diagnose and resolve problems affecting a wide range of IT systems and applications including PC hardware and peripherals, networked devices, software and operating systems, email and collaboration systems, network connectivity, mobile devices, specialized DOI or FWS IT systems, and IT security. In coordination with other IRTM Branches, the CSB also serves as a primary work force interfacing with IT customers when new IT initiatives and projects are implemented across the enterprise IT environment to further the FWS mission, and support the directives and policies set forth by the Assistant Director for Information Resources and Technology Management (AD-IRTM) and the Chief of the IMT Operations Division. The CSB also develops and/or communicates end-user training on a variety of relevant IT topics.

Last updated: August 11, 2020