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CSA Consolidation

  • Published
  • By Courtesy of the 868th Communications Squadron
  • 868th Communications Squadron
15022007 --  Client Support Administration is moving towards a consolidated environment. With the CSA numbers dwindling, the goal is to consolidate CSA services for customers to be successful in the post Program Budget Decision 720 environment.
CSA consolidating makes sense for several reasons. First, with the manpower reductions as a result of PBD 720, consolidating the manpower pool will enable all CSA's to provide the same level of service enjoyed today.
Next, not all CSAs are created equal. This is due to the unique environment each CSA is assigned to--in other words, most CSAs are performing non-CSA duties. However, when consolidated CSA support will be their focus and full time job. CSAs on this team will sharpen their skills through standardized training and receive elevated network permissions enabling them to provide quicker, better response to customers. Additionally, CSA consolidation will allow non-3A0X1 career fields to return to their primary duties.
"The master plan is to consolidate CSAs at the various communications squadrons along side with Network Control Center professionals to provide a highly effective support team for our customers," said Senior Master Sgt. Danny Ogus, 868th Communications Squadron CSA. "Twenty-three CSAs have been identified for the initial standup of the CSA consolidated helpdesk by AMC and 375 AW 3A Functional Manager's."
The team will work to establish a schedule to incrementally absorb the CSA duties from each directorate or squadron in AMC and the wing. The team will publish this schedule to help each unit prepare for the consolidation effort. One week prior to assuming CSA duties for a unit, the CSA team will perform a vulnerability scan on all PCs to determine the health of units.
Upon completion, the CSA team will schedule an in-brief with the unit and then proceed into that unit and correct those issues in preparation for consolidation. (Common issues expected to encounter include patching vulnerable systems, verifying SDC compliance, removing non-approved software, and resolving open trouble tickets that do not require funds.)
"We anticipate approximately one week in each organization to prepare for the transition," said Sergeant Ogus. "Upon completion, an out-brief to the unit will be conducted by the team lead."
Once the CSA team finishes addressing the issues in the unit, responsibility for fixing further problems will reside with the CSA consolidated helpdesk. All individuals have to do is call in their computer problem to 256-COMM and it will be prioritized and assigned a CSA.
Leveraging the technology and remote administration tools available, the CSA will attempt to resolve the problem remotely with the customer on the phone. If the CSA cannot fix the problem remotely, a technician will be sent out to resolve the trouble ticket.
The overall goal is first-call resolution at the CSA helpdesk level.