Notice ID: 36C10B24Q0186
VA is seeking Contractor services and support for the full range of Information Technology (IT) functions to support work that is performed by the Veterans Affairs Central Office s (VACO) Help Desk/Desktop that supports both on-site and remote VA customers.
The scope of the work to be performed encompasses providing deskside technical, remote technical, and operational user support; deskside service support for both Windows and Apple operating systems for an estimated 10,000 onsite/remote devices. These devices are distributed to customers within the VACO Campus Sites located throughout the National Capital Region and national remote locations. The exception to this would be services for Senior Executives ( white glove service described in Section 5.3 and 5.3.3 of the draft Performance Work Statement (PWS)).
Tier II deskside technical and operational user support is assigned by the Enterprise Service Desk. The Contractor shall provide the necessary Tier II IT services to support the overall availability and functionality of the VA work environment. These requirements include supporting the full suite of Microsoft applications, performing standard network setup at the users level, learning new technologies quickly, being customer oriented and able to provide direct Tier II deskside support and training to users.
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