The goal of End User Support Services is to maintain and return customers to normal IT Operations, as soon as possible, with the smallest possible impact on the business activity of the organization’s end user(s). The Candidate shall provide local and remote Technical Support Services for end user support on the NIPRNET and SIPRNET for Client users/customers/activities located in the National Capital Region, primarily focused in Ft. Belvoir, VA. The Candidate shall provide more complex support for IT Solutions software and hardware service request/incident processing for end-user issues that are not resolved at Initial Response Support level. This support includes the tracking of incident/service request from receipt through closure using the Client’s Trouble Ticket Tracking System, the “Commercial Off the Shelf” (COTS) software “BMC Remedy”.
Provide End User IT Operations Services/Support to all DLA users/customers of Client information systems to include the Non-Classified Internet Protocol Routing Network (NIPRNET) and Classified Secret Internet Protocol Routing Network (SIPRNET), in the National Capital Region, primarily focused in Ft. Belvoir, VA. All customers, whether in the defined service area, teleworking, working remotely, or at another duty location shall receive the same high quality service and support.
Qualified candidates will have relevant work experience delivering the following:
Software Support. The vendor shall provide software support: