Commerce NTIA Sources Sought: Help Desk Support Services

ID RFQ1485495

“BACKGROUND – The Institute for Telecommunication Sciences (ITS) provides research and development support for the National Telecommunications and Information Administration (NTIA) by performing basic research in radio science that provides the technical foundation for NTIA’s policy development and spectrum management activities, as well as solves telecommunications challenges for other Federal agencies, state and local Governments, private corporations and associations, and international organizations. Additionally, ITS addresses emerging telecommunications, information technology, and security challenges and contributes to the creation of telecommunications standards that support the full and fair competitiveness of the U.S. communications and information technology business sectors.”

“SCOPE – The contractor shall demonstrate excellent customer service and professionalism in the conduct of helpdesk ticketing platform management, providing Tier 1 & Tier 2 user IT support, workstation system configuration, update and authoring of ‘how to’ procedures for help desk functions following industry best practices, and perform inventory management for the ITS IT Help Desk. The contractor will collaborate with system administrators and IT Team members and provide overall attentive and excellent customer service to end users in the conduct of troubleshooting and servicing Windows, Mac and Linux operating systems, various hardware and software technologies, and maintaining conference room equipment, and inventory IT equipment.

The contractor shall provide tier 1 & 2 help desk support to end users. This includes providing professional customer focused support to users via email, phone, or in-person in areas such as password resets, account unlocks, and initial diagnosis of connectivity problems and other various computer issues. The contractor shall perform issue triage, to include maintaining the ITS Help Desk ticketing system communications and inputting issues in to ticketing system from email, phone, and in-person interactions. The contractor shall prepare systems for deployment to offices, labs, international travel, and other installation types in accordance with ITS deployment procedures. This includes both laptop and desktop workstations with various operating systems such as Windows, MacOS, and Linux.”

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