The AM Agency
Technology Service Support On-Site

Technology Service Support On-Site Deployment





Period of Performance

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


Technology Service Support (TSR) | On-Site Deployment

Estimate 3 candidates for On-Site Deployment for initial starting.

Anticipated Start Date


Place of Performance

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


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.


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 On-Site 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.
  • Three (3) years minimum experience supporting clients using remote access software | Experience/exposure Cisco AnyConnect.
  • Three (3) years minimum experience supporting remote connectivity (VPN) | Experience with Remote SEcureID console preferred but not required.
  • Five (5) years of Active Directory User & Account Administration
  • Three (3) years minimum experience in IT Call Center environment.
  • Five (5) years minimum experience with Microsoft Windows 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.
  • Five (5) years – an advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems software.
  • Must be able to physically lift-up to 50 pounds of equipment.
  • 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.
  • CompTIA Certification preferred but not required.
  • MCP Office 365 Certification preferred but not required.

TSR On-Site 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.
  • Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.
  • Provide Mobile Device Support, Hardware/Software installation and configuration support.
  • 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.
  • Ability to create and image computers/laptops.
  • Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.
  • Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera’s, accessories used for applications like Teams, Skype, etc.
  • 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.
  • Provide consulting support to the House offices | Migrate user data upon request.
  • 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



Hrs per day


Monday – Friday

9:00am – 6:00pm


Monday – Friday

10:00am – 7:00pm


Saturday – Sunday

6:30am – 2:30pm


Monday – Friday

3:00pm – 11:00pm


Saturday – Sunday

2:30pm – 10:30pm


Thursday – Monday

10:30pm – 6:30am


Tuesday – Saturday

10:30pm – 6:30am


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

Apply for this position

Allowed Type(s): .pdf, .doc, .docx, .rtf