The Department of Commerce (DOC), Office of Inspector General (OIG) is awarding a contract to a Supplier who possesses specific subject matter expertise providing effective Information Technology (IT) Service Desk support capabilities to our customers and end users of IT services
The contract type is Firm Fixed Price (FFP).
DOC OIG is seeking a Contractor to perform onsite technical services sufficient to meet all Tier 1 and Tier 2 IT Service Desk activities and personal computer (PC) coordination, planning, implementation and support.
These activities shall also include coordination of IT asset inventory support, tracking, documentation, and reporting by the onsite Service Desk Technicians. It is expected that inventory tracking should be accomplishable using an excel spreadsheet. The IT inventory report shall be accurate and reconciled on the last day of each work week.
To accommodate the OIG mission and business needs and to comply with various Federal policies and mandates, the items listed are subject to updates, virtualization, and consolidation.
Currently, there are approximately 250 requests for service per month. The contractor Technicians need to be able to handle at least 350 requests for service per month in any form including: telephone calls, emails, web based requests, voicemail, and walk-ups.
Primary support would be conducted on-site by maintaining the desktop computers, notebooks, tablets, smart phones, computer peripherals, and other similar devices added in the future in response to technology changes.
The contractor provides technical services to operate and maintain OIG OCIO desktops, laptops, tablets, smartphones, printers, and computer peripherals. Additionally, the contractor serves as a contact point between users, IT services and the supported OIG user organization. The contractor shall be a single point of contact to provide guidance and technical support services to all OIG employees and contractors. The contractor shall respond to telephone, voice mail, and email requests during normal operational hours