IRS RFI: Workstation Network Support Services

IRS User and Network Services (UNS)/Enterprise Field Operations (EFO) provides Deskside Services support to approximately 100,000 customers nationwide. There are additionally approximately 450 remote locations that may require Deskside and Telecom Services under this task order. Travel will be provided in this task order to these remote locations as required.

UNSEFO is requesting contracted services to provide administrative, technical, and operational IT support for the hiring of over 15,000 new IRS employees scheduled to start work during fiscal year 2024. The services will include technical operational support by installing Windows based computers and providing new hire educational training to new employees that are coming on board to the IRS for the first time. The contractor employees will be located at key identified by the government at various IRS locations as listed on last page of PWS. Educational orientation training to new employees will be provided remotely using federal government collaborative software tools or face to face in small groups.

This contract will provide desk side support at all IRS locations, installing the most current operating system operating system and other standardized applications on laptops and desktops for all new hires coming on board at the Internal Revenue Service. The contractors will be responsible as requested to work incident management trouble tickets to resolve customer problems with IT equipment and distribution of IT supplies. UNS additionally refreshes laptop and desktop computers for IRS employees with new equipment, on a routine schedule. UNS must also assist in the management of assets in the field as part of its normal operations. This support includes both updating our inventory records with new computer equipment and properly excessing retired computer equipment using IRS procedures and guidelines that already established. The contractors shall be responsible for ensuring network availability is active for all new hires to access the IRS enterprise network at any specified IRS location.

Scope. The Contractors shall be responsible for installing/configuring the most current operating system and other IRS standard business applications on laptops and desktops for new hired employees. Contractor staff shall provide support to the UNS organization for the deskside incident management process and routine installation of IT computer and telephone equipment:

1. Provide support for resolving customer problems with their deskside IT equipment, including laptops, desktops, telephones, printers and scanners.
2. Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
3. Distribute IT Tier III peripheral equipment supplies (network printer toner, etc.)
4. Support the maintenance of local and wide area network components.
5. The Contractor will provide personnel who shall evaluate the sources of Demand Management for EFO services and the resources available for delivering services. The Contractor shall continue to refine the response process developed per the Information Technology Infrastructure Library (ITIL) Continuous Improvement process, incorporating feedback and lessons learned. The Contractor shall use the process to support EFO’s mission to respond credibly and effectively to requests for services …

Documents for this RFI are available on the GSA.gov platform at the link below.

Read more here.

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