Photo By Master Sgt. Joy Dulen | Spc. Joshua Saunchegrow, of the 86th Training Division, performs a radio check while...... read more read more
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Story by Cadet Jalissa Williams, 335th Signal Command (Theater)
FORT MCCOY, Wis. – Signal soldiers from the U.S. Army Reserve, active duty and National Guard formed a combined integrated task force of computer help desk services to support three major training exercises at Fort McCoy, Wisconsin.
The task force provided signal service support through the duration of Combat Support Training Exercise (CSTX 86), chemical exercise Red Dragon and signal exercise Lightning Strike.
“There are 7,000 troops on post here,” explained U.S. Army Reserve Master Sgt. Timothy Bohn, from the 75th Training Command based in Fort Sheridan, Illinois. “We service 700 laptops, over 100 phones and keep those up and running and make sure the communication between them works very well.”
The information technology (IT) help desk’s primary mission is to maintain exchange servers, create email accounts, and ensure proficient communications between personnel throughout the training exercises. The units developed a standardized help desk and created a general understanding of the server allowing them to better service their customers.
“A trouble ticket is when somebody calls in with a service request; we write down their name, their unit, their problem and a contact number,” said active duty Pfc. Quentin Normon, 62nd Expeditionary Signal Battalion (ESB) based in Fort Hood, Texas. “We then put the information in the computer and a member of the help desk would correct the problem.”
Although some problems do need direct support from the help desk, the most frequent call for these trouble shooters deal with a soldier simply forgetting.
“The most common trouble ticket is the recovery of customers’ forgotten usernames and passwords,” explained Spc. Leeanna Ramirez, 62nd ESB. “We received between 20-40 trouble tickets daily during the beginning of the exercise.”
The team’s 24-hour support goes beyond simple phone calls as well requiring mobile technical support teams to travel to Forward Operating Bases (FOB) scattered throughout the training grounds on Fort McCoy.
“The part I enjoy the most is going out on the FOB,” said Spc. Joseph Rodriguez, 75th TC. “I see numbers and units and active directory, but I don’t see the people we’re supporting; I like when we actually get out there and be part of the roving teams.”
Most soldiers working in the help desk said they felt the training here was very beneficial for their development in their military jobs, providing training opportunities that would not otherwise be available to them.
“You get more hands on training here,” expressed Pfc. Emmett Ross, from the 335th Signal Command (Theater), East Point, Georgia. “We couldn’t do what we do here at our unit whereas here we have a more controlled environment where I can do my job.”
| Date Taken: | 08.22.2015 |
| Date Posted: | 08.28.2015 12:10 |
| Story ID: | 174553 |
| Location: | FORT MCCOY, WI, US |
| Web Views: | 161 |
| Downloads: | 1 |
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