TIER II Onsite Deployment in Washington DC

Position: TIER II Onsite DeploymentLocation: Washington DCDESCRIPTION/SPECIFICATIONS/SCOPE OF SERVICESObjectiveThe House Information Resources (HIR) is seeking contractor support for providing Technical Service Support to staff of the Client.Scope for Technology Service Support (TSR):Call Center DeploymentOn-Site DeploymentThe contractor(s) will provide end-user support for technology-related services such as:end-user software/hardware troubleshootingmobile device ordering, configuration, and apps installationperipheral support, e.g., printers, headphones, USB camerascomputer/laptop imagingcomputer/laptop disconnect/reconnectTSR Call Center Deployment > Competencies & Requirements:The designated contractors must be able to configure and troubleshoot Commercial off the shelf (COTS) Software PCs, MACs, mobile devices: smartphones, tablets, printers, and multifunction devices. The contractors must possess an intermediate to advanced level of knowledge working with various Windows, MAC, iOS, and Android operating systems software, as well as intermediate foundational knowledge of physical, network, and application layers, tools such as the TCP/IP protocol commands for resolving reported issues.Must be able to interact with executive-level customers and managementPossess excellent customer service skillsAbility to work in a fast-paced environment and meet challenging deadlinesDemonstrated excellent communication skills and telephone mannerismStrong business/systems analysis experience working closely with users to resolve problems and capture new business requirementsOne (1) year minimum experience with MAC OSOne (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 AdministrationThree (3) years minimum experience in IT Call Center environmentThree (3) years minimum experience with Microsoft Windows 10 and Office 365 applicationsThree (3) years minimum experience supporting Mobile operating systems, i.e., iOS, AndroidExperience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not requiredThree (3) years minimum experience supporting Microsoft Office 365 Pro Plus; SharePoint, and Exchange OnlineFive (5) Years' Experience using BMC Remedy Incident, Change, or Knowledge ManagementOne (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 neededRelated IT certifications preferred but not required; list those that they may haveRelated College degree preferred but not requiredITIL qualification preferred but not requiredMCP Office 365 Certification preferred but not requiredTSR On-Site Deployment (in addition to all of above competencies & requirements):Five (5) years - an advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems softwareFive (5) years of Active Directory User & Account AdministrationFive (5) years minimum experience with Microsoft Windows and Office 365 applicationsThree (3) years minimum experience supporting clients using remote access softwareThree (3) years minimum experience supporting remote connectivity (VPN)Must be able to physically lift up to 50 pounds of equipmentCompTIA Certification preferred but not requiredDescription of WorkTSR Call Center Support Desk DeploymentPerform 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 StandardsProvide 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 useProvide Mobile Device Support, Android, iOS, DevicesAssist in developing user documentation/installation proceduresAssist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolutionServe as the clearinghouse for posting "Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mailMaintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication productsApt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR PoliciesWilling to participate in HIR projects and initiatives for House customersServe as a resource for solving user problems requiring an advanced level of technician supportServe as the technical resource and solution-provider for the Technology PartnersWork closely with other HIR groups to support current technologyInteract with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problemsConfer with senior engineering staff to resolve more complex problemsPerform other official duties as assignedTSR On-site Deployment (in addition to above):Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basisProvide Mobile Device Support, Hardware/Software installation and configuration supportProvide support for House offices in installing and using House supported softwareAssist in developing user documentation/installation proceduresMaintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g., USB cameras, accessories used for applications like Teams, Skype, etc.Provide consulting support to the House officesServe as a resource for solving user problems requiring an advanced level of technical supportMigrate user data upon requestAbility to create and image computers/laptopsConfigure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.Perform other official duties as assignedCogent is an equal opportunity employer. Cogent will not discriminate against applicants or employees based on race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical condition), genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law. #J-18808-Ljbffr

Created: 2025-09-17