Notice ID: 140P4324B0001
The National Park Service (NPS) – Northeast Regional Office (NERO) has utilized contractor support to provide IT Help Desk Services for the past 30 years. This has included both phone support for employee’s region-wide and onsite support for offices located in Boston and Philadelphia.
The contractor will be providing support for employees that work on flex schedules with the 8-hour workday between 7:00am and 6:00pm, Monday -Friday. Contractor personnel will be required to provide onsite and telephonic IT support Monday through Friday between 7:00 am and 5:30 pm.
Contractor will provide desk side and telephonic support for desktop hardware, software and connectivity for staff located in the Northeast Regional Office locations (Boston, Lowell and Philadelphia). Telephonic support only will be provided for staff located outside of the 5 primary and secondary office locations listed under the scope of work section. A list of hardware and software to be supported is provided at the end of this documentation. Primary support will be provided for hardware (desktop and notebook systems and peripheral devices) and software.
Contractor will operate and maintain a centralized help desk using a web-based help desk system to record all IT support requests originating from NPS personnel in the Northeast Regional Office.
Contractor will be required to analyze and resolve problems as well as escalate support requests to the NPS IT specialists as needed. Support will also involve contacting vendors, commercial technical support providers and maintenance contractors for resolution.
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