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Service Desk and Desktop/Field Support
The TO Contractor shall:
Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.
Create/restore workstation (laptop and desktop) images.
Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.
Set up new workstations (laptop and desktop) and printers to access the network.
Deploy new state procured equipment and software to the existing network.
Replace existing hardware/software and remove the hardware/software and transport to a specified location.
Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.
Troubleshoot issues regarding all hardware and software stated above.
Install software/hardware on workstations.
Work in cooperation with the current contractors as well as other MDTA staff.
Attend internal MDTA staff meetings as requested.
Update Service Desk requests daily.
Assist in the development of installation instructions/standard operating procedures for applications.
Perform other related duties as assigned by MDTA Division of Information Technology management.
Period of Performance: Three (3) year base period with two (2) one-year option periods, commencing from the Notice to Proceed (NTP) Effective Date.
Location: MDTA, 2310 Broening Highway, Baltimore, MD 21224.