Help Desk Operation/IT Support. The Contractor shall provide a capacity to maintain a help desk operation to assist users with computer-related problems. The help desk receives requests via electronic mail, a telephone “hot line”, or personal visit. This capability can be addressed informally via the various on-site Contractor staff; however, it must accommodate the staggered working hours that are commonplace in the SSD, typically 7 AM to 7 PM, Monday through Friday. The Contractor shall respond to user requests as well as prioritize, track, report, and analyze these requests. The tasks required by the help desk may include, but are not limited to: assisting users when system- related problems arise, creating and maintaining administrative user training and help documentation; and troubleshooting and diagnosing problems, such as system failures, determining whether the source is hardware, system software, or applications software related and providing customers with GFE backup systems to perform work in the event of catastrophic failures if system-related problems cannot be resolved in a timely fashion. The Contractor shall provide briefing/ presentations and meeting support to include (a) setup and maintenance of IT and IT-related hardware such as video projectors and laptops, (b) software help, and (c) information technology services for SSD meetings.
