DOI NPS RFQ: Northeast Regional Office (NERO) IT Helpdesk Services

Notice ID:  140P4324Q0035

Related Notice:  140P4324Q0035

Task Description –

• FTEs 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.
• FTEs 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.
• FTEs 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.
• FTEs will install, configure, and upgrade hardware software and peripheral devices such as printers and scanners using NPS directed configurations and NPS networking standards. Computer and user accounts will adhere to NPS Active Directory guidelines including Microsoft’s Active Directory Users and Computers application. Required updates and configurations will be applied via downward directed group policies, automated scripts short message service (SMS) distribution points or manually.
• FTEs will install and configure office computer equipment as needed including desktop computers, notebook computers, handheld devices, peripheral devices, components, and other such similar IT devices.
• FTEs will perform upgrades to hardware and software as needed.
• FTEs will work with NPS Active Directory to modify user accounts, unlock, and reset network accounts as needed.
• FTEs will administer network-based computer security training course completion for new employees as needed.
• FTEs will prepare end user technical instructions, manuals and troubleshooting tips as requested by NPS IT policy.
• FTEs will record and maintain property records for computer equipment (transfer, removals, disposition of IT property) and reconciliation of annual NPS property inventory in accordance with NPS IT policy.
• FTEs will participate in weekly meetings and planning sessions as scheduled by NPS staff.
• FTEs will respond to security alerts as reported by users and as directed by the Regional IT Security Manager (RITSM). Required actions will be provided to the contractor by the RITSM. FTEs will take required actions and provide written documentation of all remediation efforts.

Technical Deliverables –

• FTEs provide personnel shall provide advice to the client on operational issues (e.g. workload, quality control, system configuration and performance, etc.) and participate in meetings as needed.
• FTEs shall record all request for assistance, actions taken/resolution using NPS web-based help desk program.
• FTEs shall respond to all support request as determined by the following classifications: (urgent and emergency request criteria will be established by NPS in conjunction with the FTEs)

The Period of Performance will be from 8/31/2024 to 8/30/2025. The year of service will include three (3) FTEs.

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