Posted Date : June 08,2020
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-2680
Government Authority located in Cincinnati, Ohio; USA based organization looking for expert vendor for IT dispatch desktop support and infrastructure helpdesk support services.
[A] Budget: Looking for proposal
[B] Scope of Service:
Vendor needs to provide IT dispatch desktop support and infrastructure helpdesk support services for all desktop and laptop computing devices throughout the district. The support structure includes an in-house infrastructure engineering team, system administration, application support helpdesk, and infrastructure phone support as well as onsite desktop support to the government authority located in Cincinnati, OH.
- a. Dispatched Deskside support which serve as primary support for the schools with grades 6 and below and as secondary support for other schools and administration as needed and assigned, and b. ITM Service Desk Support which serves as primary remote desktop support for district employees and assist in routing of tickets and dispatch for the dispatched and onsite support technicians.
- A. Develop a mutually agreeable schedule in conjunction with CPS ITM personnel to efficiently provide recurring scheduled service for selected locations.
B. Desktop Workstation, Notebook/Laptop, Server, Tablets and Printers a. Install images on computers consistent with CPS ITM standards and individual school needs. b. Diagnose and resolve issues related to hardware, software, peripherals and communication, including but not limited to security, user access, connectivity and interface/integration code. c. Install and configure legal software applications provided by CPS ITM, after verification and testing of the applications in the applicable working environment. d. Install and deploy upgrades for operating systems, software applications, system utilities and Commercial Off-The-Shelf (COTS) products as directed by CPS ITM. e. Secure the desktop and system settings from modification by unauthorized users as directed by CPS ITM. f. Assess computer posture and optimize performance as applicable. g. Report out-of-warranty equipment repair/replacement via designated CPS ITM “break/fix” supplier(s). h. Report in-warranty equipment repair/replacement via original equipment manufacturer or designated CPS ITM “break/fix” supplier(s). i. Unpack, place, install and configure new computers and peripherals regardless of supplier. j. Properly dispose of all packing materials using CPS ITM trash accommodations. k. Assist in the physical placement/movement of existing equipment as directed by the ticketing system.
C. Network Infrastructure Support a. Install and maintain hubs and switches to provide access to the district network in accordance with ITM specifications b. Diagnose and resolve issues related to hub/switch hardware, configuration and communication, including but not limited to security and hardware connectivity. c. Assess the current hub/switch posture and recommend/implement options for optimization. d. All work performed will be based upon the ticketing system. Technicians are to enter resolution and close tickets when issue has been addressed.
D. Account Management Support a. Working with the ITM Account Management Team, provide trained staff to assist with 1. Creation of New Accounts for New Hires according to CPS protocols 2. Update Accounts in CPS Directory Service systems 3. Problem Analysis and resolution for Account Management issues. 4. Utilize Automation using batch scripting per CPS ITM scripting policies. 5. Document work done the CPS owned ticketing system.
E. Provide Audio Visual Support a. Level one troubleshooting with issue identification and logging for Audio Visual devices. b. Verify power, network connectivity, and communication with associated computers as appropriate. c. Escalate to appropriate team for resolution according to instructions in Knowledge Base. d. Document work done the CPS owned ticketing system.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: June 17,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
![]()
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-2680
Government Authority located in Cincinnati, Ohio; USA based organization looking for expert vendor for IT dispatch desktop support and infrastructure helpdesk support services.
[A] Budget: Looking for proposal
[B] Scope of Service:
Vendor needs to provide IT dispatch desktop support and infrastructure helpdesk support services for all desktop and laptop computing devices throughout the district. The support structure includes an in-house infrastructure engineering team, system administration, application support helpdesk, and infrastructure phone support as well as onsite desktop support to the government authority located in Cincinnati, OH.
- a. Dispatched Deskside support which serve as primary support for the schools with grades 6 and below and as secondary support for other schools and administration as needed and assigned, and b. ITM Service Desk Support which serves as primary remote desktop support for district employees and assist in routing of tickets and dispatch for the dispatched and onsite support technicians.
- A. Develop a mutually agreeable schedule in conjunction with CPS ITM personnel to efficiently provide recurring scheduled service for selected locations.
B. Desktop Workstation, Notebook/Laptop, Server, Tablets and Printers a. Install images on computers consistent with CPS ITM standards and individual school needs. b. Diagnose and resolve issues related to hardware, software, peripherals and communication, including but not limited to security, user access, connectivity and interface/integration code. c. Install and configure legal software applications provided by CPS ITM, after verification and testing of the applications in the applicable working environment. d. Install and deploy upgrades for operating systems, software applications, system utilities and Commercial Off-The-Shelf (COTS) products as directed by CPS ITM. e. Secure the desktop and system settings from modification by unauthorized users as directed by CPS ITM. f. Assess computer posture and optimize performance as applicable. g. Report out-of-warranty equipment repair/replacement via designated CPS ITM “break/fix” supplier(s). h. Report in-warranty equipment repair/replacement via original equipment manufacturer or designated CPS ITM “break/fix” supplier(s). i. Unpack, place, install and configure new computers and peripherals regardless of supplier. j. Properly dispose of all packing materials using CPS ITM trash accommodations. k. Assist in the physical placement/movement of existing equipment as directed by the ticketing system.
C. Network Infrastructure Support a. Install and maintain hubs and switches to provide access to the district network in accordance with ITM specifications b. Diagnose and resolve issues related to hub/switch hardware, configuration and communication, including but not limited to security and hardware connectivity. c. Assess the current hub/switch posture and recommend/implement options for optimization. d. All work performed will be based upon the ticketing system. Technicians are to enter resolution and close tickets when issue has been addressed.
D. Account Management Support a. Working with the ITM Account Management Team, provide trained staff to assist with 1. Creation of New Accounts for New Hires according to CPS protocols 2. Update Accounts in CPS Directory Service systems 3. Problem Analysis and resolution for Account Management issues. 4. Utilize Automation using batch scripting per CPS ITM scripting policies. 5. Document work done the CPS owned ticketing system.
E. Provide Audio Visual Support a. Level one troubleshooting with issue identification and logging for Audio Visual devices. b. Verify power, network connectivity, and communication with associated computers as appropriate. c. Escalate to appropriate team for resolution according to instructions in Knowledge Base. d. Document work done the CPS owned ticketing system.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: June 17,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$