The AM Agency
Technology Service Support Call Cen

Technology Service Support Call Center Deployment

 

 Sol Id #: OAM21013S – TECHNICAL SUPPORT SERVICES

Agency/Org

CONGRESS | HOUSE OF REPRESENTATIVES

Period of Performance

2 year(s) base plus 3 x 1 year(s) option(s).

Position

Technology Service Support (TSR) | Call Center Deployment

Estimate 8 candidates for Call Center Deployment for initial starting.

Anticipated Start Date

7/1/2021

Place of Performance

Capitol Hill House Office Buildings in Washington, D.C. or Washington Metropolitan area.

Travel

Unless separately priced and awarded, the cost of all services, travel and any other expenses incurred incident to performance of work shall be borne by the Contractor. If separately priced and awarded, travel costs shall be reimbursed in accordance with the Joint Federal Travel Regulations, including per diem rate limitations.

Security

Contractor employees and subcontractors must be able to obtain and/or maintain a Federal government security clearance and/or pass additional background checks/investigations if access to “House Sensitive Information” (as described in HISPOL 002.0, which is available upon request) is required under the terms of this Contract.

Contract Scope

The Office of the Chief Administrative Officer (CAO) House Information Resources (HIR) is seeking contractor support for providing Technical Service Support to staff of the U.S. House of Representatives (House). The contractor(s) will provide end-user support for technology related services such as:

  • end-user software/hardware troubleshooting
  • mobile device ordering, configuration and apps installation
  • peripherical support, e.g. printers, headphones, USB camera’s
  • computer/laptop imaging
  • computer/laptop disconnect/reconnect

TSR Call Center Deployment | Competencies & Requirements

  • Must be able to interact with executive-level customers and management.
  • Possess excellent customer service skills.
  • Ability to work in a fast-paced environment and meet challenging deadlines.
  • Demonstrated excellent communication skills and telephone mannerism.
  • Strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.
  • One (1) year minimum experience with MAC OS.
  • One (1) year minimum experience supporting clients using remote access software | Experience/exposure Cisco AnyConnect.
  • One (1) year minimum experience supporting remote connectivity (VPN) | Experience with Remote SEcureID console preferred but not required.
  • Three (3) years of Active Directory User & Account Administration.
  • Three (3) years minimum experience in IT Call Center environment.
  • Three (3) years minimum experience with Microsoft Windows 10 and Office 365 applications.
  • Three (3) years minimum experience supporting Mobile operating systems, i.e. iOS, Android | Experience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.
  • Three (3) years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.
  • Five (5) Years’ Experience using BMC Remedy Incident, Change or Knowledge Management.
  • 1-year minimum experience supporting virtual conferencing solutions | Experience with MS Teams, WebEx, and Zoom applications preferred but not required.
  • Be self-motivated to work supervised and unsupervised as needed.
  • Related IT certifications preferred but not required; list those that they may have.
  • Related College degree preferred but not required.
  • ITIL qualification preferred but not required.
  • MCP Office 365 Certification preferred but not required.

TSR Call Center Deployment | Description of Work

Perform in a Technology Service Desk environment that assists House offices staff on campus primary offices and nationwide state and district offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

  • Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.
  • Provide front line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).
  • Provide support for application software installation and use.
  • Provide Mobile Device Support, Android, iOS, Devices.
  • Assist in developing user documentation/installation procedures.
  • Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.
  • Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.
  • Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.
  • Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.
  • Willing to participate in HIR projects and initiatives for House customers.
  • Serve as a resource for solving user problems requiring an advanced level of technician support.
  • Serve as the technical resource and solution-provider for the Technology Partners.
  • Work closely with other HIR groups to support current technology.
  • Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems.
  • Confer with senior engineering staff to resolve more complex problems.
  • Perform other official duties as assigned.

 

Working Hours:

Contractors will be required to work shifts 1, 2, and 3 as applicable. This includes all federal holidays with alternate days off. Services are primarily performed in the Ford Office House building (FHOB) on the Capitol Hill Campus.

The ITCS\Technology Service Desk (TSD) Shift Operation’s Work Schedule 2021

Shift

Days

Hrs per day

1

Monday – Friday

9:00am – 6:00pm

1

Monday – Friday

10:00am – 7:00pm

1

Saturday – Sunday

6:30am – 2:30pm

2

Monday – Friday

3:00pm – 11:00pm

2

Saturday – Sunday

2:30pm – 10:30pm

3

Thursday – Monday

10:30pm – 6:30am

3

Tuesday – Saturday

10:30pm – 6:30am

3

Sunday – Thursday

10:30pm – 6:30am

* Contractors scheduled to work the 3rd shift work hours and days must be amenable to a rotating schedule to 1st shift, on a monthly basis for a duration of 1 week, for cross training purpose.

 

Job Category: IT
Job Type: Full Time
Job Location: Washington DC

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