IT Help Desk Services

Job DescriptionJob Description

Position Description

Job Overview

The National Park Service's (NPS) Northeast Regional Office (NERO)seeks Information Technology (IT) contractor help desk positions that address NERO IT trouble shoot needs on standard to advanced IT issues as they arise for personnel in the agency. The National Park Services seeks three (3) full time positions at three different locations, The staff will provide support forty hours per week on flex schedules, with the 8-hour workday between 7:00am and 6:00pm, Monday through Friday, utilizing staggered scheduling set up with the NERO branch CORs in charge of the contract. IT Help Desk Staff will be required to provide onsite and telephonic IT support Monday through Friday between 7:00 am and 6:00 pm. The staggered schedules will ensure IT Help desk staff will stay within the 8 hour daily shifts. One position will be at the Easton Building – Boot Mill offices at Lowell National Park, 115 John Street, Lowell, MA. The second position will be located at either the Easton Building – Boot Mill or 1234 Market Street, Philadelphia, PA . Some secondary work may be required at times at the Boston Navy Yard, Charlestown, MA.

Must have prior experience relating to standards, procedures and information technology applications supporting National Parks and applicants with certifications such as CompTIA network certifications are not required but are preferred.

IT Help Desk Duties
Contractor staff will provide essential tasks, as described below -

• Desk side and telephonic support for desktop hardware, software and connectivity for staff located in the Northeast Regional Office locations (Boston, Lowell, and Philadelphia).
• Telephonic support will only be provided for staff located outside of the 5 primary and secondary office locations listed under the scope of work. A list of hardware and software to be supported is provided below. Primary support will be provided for hardware (desktop and notebook systems and peripheral devices) and software.
• IT Help Desk Management: Staff will operate and maintain a centralized help desk using a web-based help desk system to record all IT support requests originating from NPS personnel in the Northeast Regional Office.
• Identify and appropriately troubleshoot or escalate: Contractor staff will be required to analyze and resolve problems as well as escalate support requests to the NPS IT specialists as needed. Support will also involve contacting vendors, commercial technical support providers and maintenance contractors for resolution.
• End-user account and Network Management: Staff will install, configure, and upgrade hardware software and peripheral devices such as printers and scanners using NPS directed configurations and NPS networking standards. Additionally, Computer and user accounts will adhere to NPS Active Directory guidelines including Microsoft’s Active Directory Users and Computers application. Required updates and configurations will be applied via downward directed group policies, automated scripts short message service (SMS) distribution points or manually.
• Staff will install and configure office computer equipment as needed including desktop computers, notebook computers, handheld devices, peripheral devices, components, and other such similar IT devices.
• Will perform upgrades to hardware and software as needed.
• Contractor staff will work with NPS Active Directory to modify user accounts, unlock, and reset network accounts as needed.
• Will administer network-based computer security training course completion for new employees as needed.
• Staff will prepare end user technical instructions, manuals and troubleshooting tips as requested by NPS IT policy.
• Contractor staff will record and maintain property records for computer equipment (transfer, removals, disposition of IT property) and reconciliation of annual NPS property inventory in accordance with NPS IT policy.
• Staff is expected to participate in weekly meetings and planning sessions as scheduled by NPS staff.
• Staff will respond to security alerts as reported by users and as directed by the Regional IT Security Manager (RITSM). Required actions will be provided to the contractor by the RITSM. Contract staff will take required actions and provide written documentation of all remediation efforts.

Technical Deliverables

Staff shall provide advice to the client on operational issues (e.g., workload, quality control, system configuration and performance, etc.) and participate in meetings as needed.

Staff shall record all requests for assistance, actions taken/resolution using NPS web-based help desk program.

Staff shall respond to all support requests as determined by the following classifications: (urgent and emergency request criteria will be established by NPS in conjunction with the staff.) Repose times to requests at each level in the following -

Routine: User contact within 8 hours

Urgent: User contract within 4 hours

Emergency: User contract within 1 hour

Staff shall resolve all support request as determined by the following classifications:

Routine: User contact within 48 hours.

*If requests cannot be resolved within this time frame contractor will inform user and NPS Contracting Officer’s Representative (COR) with expected resolution date.

Urgent: User contract within 24 hours

Emergency: User contract within 4 hours

Staff will be required to work on various projects to support the delivery of information technology support services to users, including but not limited to the development of databases, reports, user and technical documentation and other related tasks as needed by the government.

Contractor staff shall record and maintain records of all computer equipment (transfers, removals, disposition of IT property) and reconcile this information concurrently with the annual NPS property inventory.

Staff shall provide information required to maintain a life cycle replacement plan (based on a 4-year replacement cycle) for all desktop/notebook equipment assigned to regional office employees.

Expertise

• Prior experience relating to information technology applications supporting National Parks is required, therefore, any Staff with such experience should be provided, as is reasonable.
• Staff should be familiar with the commercial hardware and software identified in this task.
• Contractor staff providing the support services must have knowledge of LAN/WAN connectivity and be able to troubleshoot network connections at the desktop and for remote users.
• Staff (supporting Boston and Lowell MA sites) should have expertise in network server and tape backup system configuration and maintenance.
• Staff should have excellent interpersonal skills and the ability to deal effectively with users at a variety of skill levels. Contractors will be required to interact with all levels of staff up to and including the Regional Director.
• Staff will be responsible for the installation and configuration of computer equipment and may require the ability to lift components weighing 50 pounds or more and move them short distances.
• Staff should have expertise in Microsoft Operating Systems, Microsoft Active Directory, Adobe, Teams, Global Protect and Microsoft Office Suites and others as listed below.
• Staff should have experience with Internet protocols and services.
• Staff should have experience in technical documentation and be able to develop technical guides/instructions for users as instructed by NPS IT staff.
• Staff should have experience with help desk support applications such as the Footprint ticketing system.

Support Hardware and Software required knowledge base and experience:

Software

Microsoft Office

Microsoft Windows operating systems (desk and server)

MS Internet Explorer, Google Chrome, and requested browsers

MS SharePoint

Gmail for Government (Gmail and google apps suite)

Webinar client software (Cisco Web Ex, Go to Meeting, etc.)

Mobile Devices Management Software (MaaS360)

Juniper/ Secure Pulse VPN

Remote Desktop

Encryption Software

Smartcard client access

Microsoft Terminal Services clients

Norton Symantec Antivirus clients

Microsoft DHCP, DNS and TCP/IP protocol

Autodesk’s Auto CAD

DOI programs: Federal Finance System (FFS), FBMS, Gov Trip, QuickTime

NPS programs: PMIS and AFS

Hardware

Desktop workstations (primarily Dell)

Notebook computers (primarily Dell)

Personal computer components

Network Servers (Boston area only)

Peripheral devices (printers – standalone and network, smartphones (iPhones and android devices), plotters, scanners, external backup devices, USB keys, handheld devices such as iPads)

Ethernet connection/network cards

RAM upgrades

Qualifications/Experience

• Minimum Bachelor's degree in computer science or related field with 5+ years' experience. (Experience can be used in lieu of a degree, upon acceptance of the NPS)
• Prior experience supporting information technology applications within the National Parks or similar environments preferred.
• Familiarity with the commercial hardware and software used in the task (see list)
• Experience in technical documentation and developing user guides.

Company DescriptionSilTek, Inc. (SilTek) is a highly innovative, woman-owned small business providing renewable energy consulting, software development, enterprise management, and professional services including staffing, legal support, and high-end consulting services, IT/technical services, cyber security and systems development expertise to customers in the federal government and private sector. We have successfully worked with a number of federal agency organizations by providing highly skilled professional experts to provide a range of services that include developing innovative and secure solutions, systems engineering, renewable energy, and superior support services that reflect strong technical, management and communications skills.Company DescriptionSilTek, Inc. (SilTek) is a highly innovative, woman-owned small business providing renewable energy consulting, software development, enterprise management, and professional services including staffing, legal support, and high-end consulting services, IT/technical services, cyber security and systems development expertise to customers in the federal government and private sector. We have successfully worked with a number of federal agency organizations by providing highly skilled professional experts to provide a range of services that include developing innovative and secure solutions, systems engineering, renewable energy, and superior support services that reflect strong technical, management and communications skills.

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