Enterprise IT User and Field Operations Support

Client

U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services

Location

USCIS locations nationwide

Project Overview

Since 2024, Oneida has supported the U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services under the Information Technology User and Field Operations Support, or NEON, program and its NEON II successor. USCIS requires secure, responsive, and reliable technology support to keep personnel connected to the systems and equipment needed to administer the nation’s lawful immigration system. Oneida provides qualified service desk technicians and field engineers supporting enterprise users through centralized assistance and onsite technical services. The broader NEON environment spans more than 300 domestic and international locations and supports approximately 33,330 users, 41,111 desktops and laptops, 25,000 printers and peripherals, 1,200 servers, and 15,000 mobile devices.

Services Provided

  • Tier 1 enterprise service desk support
  • Incident logging, classification, routing, and escalation
  • PIV access and application troubleshooting
  • Field engineering and deskside support
  • Desktop, laptop, and peripheral support
  • Asset inventory and disposal preparation
  • Hardware deployment, imaging, encryption, and refresh support
  • Server operations, maintenance, and health checks
  • Mobility, video conferencing, and audiovisual support
  • Local cabling and infrastructure support
  • Security remediation and after-hours outage response
  • Personnel screening, onboarding, training, and security compliance

Key Highlights

  • Supports a 24x7x365 enterprise service desk that serves as a central point of contact for USCIS technology assistance.
  • Contributes to IT support for an enterprise environment encompassing more than 300 locations and approximately 33,330 users.
  • Provides Tier 1 technicians and junior, mid-level, and senior field engineers to meet service desk and field-support requirements.
  • Supports incident resolution received through telephone, email, and chat, including routing and escalation to Tier 2 personnel or the Critical Incident Response Team.
  • Delivers field support at USCIS facilities, including deskside services, deployments, asset support, server maintenance, mobility services, and outage response.

Approach

Oneida combines responsive staffing with standardized service delivery to support USCIS users across a geographically dispersed enterprise. Service desk technicians collect and document user information, perform knowledge-based troubleshooting, assist with PIV and application access, and route or escalate incidents based on established procedures. Field engineers provide local support for desktops, applications, network resources, equipment installations, technology refreshes, encryption, and user relocations. They also support server maintenance, patch and release installation, health checks, data recovery, backup operations, and after-hours outage response. Oneida screens and supplies personnel who meet position qualifications and USCIS suitability requirements, ensures completion of required initial and recurring training, and reinforces compliance with applicable security and privacy requirements. This integrated approach connects centralized service desk assistance with onsite field capabilities to address both routine user needs and time-sensitive operational disruptions.

Results and Impact

Oneida’s NEON support strengthens the delivery of consistent enterprise IT services to USCIS personnel working across headquarters, field offices, service centers, and other supported facilities. By providing service desk technicians and field engineers, Oneida contributes to the timely documentation, troubleshooting, routing, escalation, and resolution of user incidents and service requests. Its support also helps USCIS maintain end-user equipment, execute deployments and technology refreshes, respond to outages, and sustain local infrastructure. These services help minimize disruption, maintain user productivity, protect sensitive information, and keep critical technology resources available to the personnel responsible for carrying out the USCIS immigration mission.