Notice ID: PRCRFP20230006
For the scope of work below, the Commission is looking for a single resource responsible for the fulfilment of both Tier 1 and Tier 2 responsibilities. Support for both service tiers will include investigating, troubleshooting, answering questions, escalating issues, and resolving technical concerns. Clear communication is critical as direct one-on-one instructions must be provided to the end user in person at the Commission’s office (at least 3 days per week) and virtually, over email, phone, and video. The technician must perform work at the Commission’s physical office on Tuesday, Wednesday, and Thursday and may work remotely Monday and Friday, absent an event that requires in-person IT support on those days. Contractor-provided staff must be familiar with the O365 product family and basic troubleshooting methods. To fulfill the Tier 2 service requirement the Contractor must also be capable of providing desktop support services, software deployment, desktop image management, basic mobile device management, printer management, access management, inventory management, device installation/moves/adds/changes, information assurance, CVE (Common Vulnerabilities and Exposures) review, access reviews, and security log monitoring.
C.4 SPECIFIC REQUIREMENTS As stated in the scope of work, the requirements for the single individual include the ability to provide both Tier 1 and Tier 2 services. Tier 1 End-User Support Services (Help Desk Support)
Provide standard Tier 1 Help Desk services to users by researching, answering questions, and troubleshooting problems for most issues related to desktop software, hardware, and peripherals. Tier 1 functions will require communication over email, phone, video, in-person, and remote connection of end user assets to troubleshoot or repair the asset.
Respond to Help Desk inquiries and requests for assistance for all Commission end-users.
Perform troubleshooting for Commission end-user issues over the phone, via video call, remote, and in-person using diagnostic techniques and adequate resolution.
Provide technical assistance and guidance to all Commission staff in the use of the Commission’s computer network, workstations, and applications.
Tier 2 End-User Support Services (Desktop System Administration) The Tier 2 End-User Support provides technical support for installation, troubleshooting, and preventative maintenance on IT related equipment. Tier 2 Support requires skills regarding basic Systems Administration; Access Management, Inventory Management; and Information Assurance. The Commission shall require the Contractor to provide support in the following System Administration areas:
Desktop Support: Desktop support will include remote management, imaging, installations, placement, configurations, driver installations, troubleshooting, maintenance, repairs, and training.
Software Deployment: The Commission utilizes SCCM (Systems Center Configuration Manager) and the Intune Company portal to automatically deploy software.
Image Management: The Commission has three (3) types of laptops that require specialized images that must be maintained by the Contractor, as requested. This includes quarterly updates to the image to ensure up to date deployments.
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