CC-1454 - USA (California) - Help Desk and Desktop Support Services - Deadline August 15,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1454

Government Authority located in San Jose, California; USA based organization looking for expert vendor for help desk and desktop support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide help desk and desktop support services to provide Tier 1/2 information technology staff and support during extended business hours.
- In-person managed services support during core business hours,
- In-person or remote managed services during extended hours Monday-Friday 6:30AM-7:30AM and 5:00PM-7:00PM (PST),
- Optional emergency hotline support 24 hours per day, 7 days a week, 365 days per year,
- Robust experience with management of Microsoft Windows workstations in a managed, SCCM and active directory environment,
- Strong experience in software and hardware troubleshooting,
- Strong experience in basic network fundamentals, network printing, file shares, etc,
- Ability to function independently and manage one’s own work,
- Ability to provide off-hours tier 1 support,
- Excellent analytical and problem-solving skills, with attention to detail and emphasis on quality,
- Ability to work collaboratively with vendors and organizational stakeholders,
- Excellent written and verbal communication skills, and interpersonal skills,
- Core business hours support: core business support is Monday-Friday from 7:30AM-4:30PM (PST),
- Tier 2 desktop support (in-person), answering help desk telephone calls, password resets, complete district inter-office moves (Thursdays), workstation, laptop, printers, parts, consumables tracking, coordinate, typical workstation hardware and software troubleshooting and performance issues, workstation imaging, replacement,
- Deployment of new machines, software installation, profile creation, typical workstation drive mapping, domain joining tasks, loaner hardware maintenance and monitoring, assist with management of retired/surplus equipment, asset tagging, mobile device email setup and configurations; email, contacts and calendar (iOS & Android), other desktop support/help desk duties as assigned,
- Extended Hours Support: Core business support is Monday-Friday from 6:30AM-7:30AM (PST) and 5:00PM-7:00PM (PST).
- Tier 1 help desk/desktop support (can be remote or in-person), answering help desk telephone calls, password resets, basic troubleshooting of Cisco AnyConnect and parallels clients, typical microsoft office/outlook/printing/connectivity tier 1 support, prioritize, identify and escalate issues to on-call district staff as necessary, create tickets for tier 2 desktop support team as necessary,
- Emergency Hotline Support: to maintain an on-call service for IT emergency support 24 hours per day, 7 days per week, 365 days per year (24x7x365),
- Call volume for this number is extremely limited (approximately 5-10 calls/week).
(2) All the questions must be submitted no later than July 31, 2019.
(3) A contract term will be for three year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Onsite and Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 15 August, 2019

Question Answer Deadline : Wednesday, 31 July, 2019

Category : Call Center and Answering

Country : USA

State : California

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