Senior Helpdesk Specialist

Position: Senior Helpdesk Specialist

Duration: 3year base period with two (2) oneyear option periods commencing from the Notice to Proceed (NTP) Effective Date.

Location: Baltimore MD (Onsite from Day 1)

Summary Statement:

The Maryland Department of Transportation (MDOT) is issuing this CATS TORFP on behalf of the State Highway Administration (SHA) Office of Information Technology (OIT) is issuing this CATS Task Order Request for Proposals (TORFP) in order to procure the services defined in this section as specified in this TORFP from a task order between the successful master contractor and the State Highway Administration to obtain the services of one Master Contractor to provide twentyfive resources. These resources shall be highly qualified to provide services and support to SHA IT systems operations maintenance management as well as the support of SHAs IT infrastructure and associated technologies.

Additional Tasks

• To Contractor personnel shall be responsible for knowledge transfer activities such as background and status update meetings background and status update emails or job shadowing occurring on the reassignment of a project resource from one task/project to another (either permanent or temporary transfer).
• To Contractor personnel shall attend network section desktop section service desk or IT liaison meetings and other meetings upon request.
• To Contractor personnel shall assist in review and/or recommendations of hardware and/or software evaluations including Commercial off the Shelf (COTS) software as needed.
• To Contractor personnel shall assist in research efforts supporting the operations division as needed.

General Responsibilities of Helpdesk Specialist (Senior)

• The TO Contractor personnel shall in cooperation with other SHA enduser technicians work with SHA staff and IT liaisons supporting the needs of the enduser and the Tier 1 service desk. This includes the following tasks:
• Assist the desktop staff with daily enduser support including replacement and imaging of computers laptops thin clients and tablets.
• Work with the assigned lead for all desktop related projects to assist in user testing. Identify and document all applications and software to be tested work with end users in specifically identified offices to ensure testing is completed and results are documented and shared. Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications. C. Installation and troubleshooting of printers plotters and copiers.
• Assist in monitoring the SHA Desktop Maximo queue triage and resolve service requests assigned to the queue. Document resolutions in the service request worklog.
• Review existing procedures to assist in developing new IT solutions which would improve productivity and enduser workflow.
• Attend and participate in desktop support staff meetings or other meetings within SHA as a representative of the desktop team as required.
• Ensure SHA OITs SOP policies and procedures are followed.

Requirement Helpdesk Specialist (Senior)

• At least two (2) years of experience in the following technical areas:
• Senior level experience in Microsoft Office 365 Microsoft Outlook 2003 McAfee virus scan LAN Desk Adobe Acrobat Cisco VPN software and imaging software.
• Senior level experience using service desk software (opening documenting closing follow up on service calls).
• Senior level experience troubleshooting repairing installing upgrading and reconfiguring each of the following items: PCs laptops tablets thin clients standalone printers and networked printers standalone and networked scanners and copiers.
• Email/ Scheduling: Microsoft Outlook.
• Active Directory includes troubleshooting PC and Microsoft hardware or software.
• Installing and configuring desktop operating systems: Windows 7 Windows 10 & Office 365.
• Installing and configuring server operating systems: Windows 2012.
• Installing and configuring Microsoft Active Directory services.
• Installing and configuring Remote control tools.
• Installing and configuring System Center Configuration Manager (SCCM)

Required Offeror Experience:

The following experience is preferred and will be evaluated as part of the TO Technical Proposal.

• Offeror shall demonstrate at least five (5) years experience providing three (3) or more Network Engineer (Senior).

Preferred Personnel Experience:

The following experience is preferred and will be evaluated as part of the TO Technical Proposal.

• Offeror shall demonstrate experience in providing help desk end user and infrastructure support resources in a prior engagement within the last 3 years.
• Offeror shall demonstrate prior experience rapidly responding to a work order for additional resources at an ongoing engagement.
• Offeror shall demonstrate the extent to which the Customer (s) were satisfied with Offerors performance engaged in a five (5) year commitment.