Centralized helpdesk cuts the middle man out Published Dec. 17, 2009 By Benjamin Newell Public Affairs AFDW -- Solutions for technological woes of all sizes can now be found at a central location. As a result of a career field shift within knowledge operations, the 744th Communications Group is now responsible for all desktop troubleshooting and Client Support Administrator duties within AFDW, as well as the 11th and 316th wings. Beginning Dec. 17., computer users on Bolling AFB , D.C. or Joint Base Andrews-NAF Washington, Md. should call the 744th Communications Squadron Helpdesk with their computer related needs, such as issues with adding printers, access problems and adding software. According to Lt. Col. Matthew Frandsen, the 744th Communications Squadron commander, "We anticipate continued outstanding support to our customers. Our helpdesk team is highly trained and ready to make this transition as seamless as possible to our users. The key is ... if you have a desktop problem, call the helpdesk," he said. Some of the duties that remain with the Knowledge Operations Manager are software support and account creations and deletions. You can reach your Knowledge Operations Manager in your Group Knowledge Operations Center (CCK). "We will be answering questions about Outlook, SharePoint and other software," said Master Sgt. Jerrell Williams, the AFDW Knowledge Operations Manager NCOIC. "We're still here to help, but for most of your computer problems, we'll be sending people to the new centralized location." For those with nagging hardware problems, the new inquiry flow cuts out the middle man. Taking problems straight to the helpdesk is the quickest way to resolve most problems, according to leaders in at both Bolling and Andrews. "Our goal is to provide quality and timely service to our customers," said Colonel Frandsen. "As we continue the transition to a centralized Helpdesk. We encourage and solicit your feedback to ensure great customer care."