Job Description

This Task Order provides IT O&M Services and includes support for workstations, laptops, tablets, thin clients, software, mobile devices, networked and locally connected peripherals, teleconferencing, operating systems, drivers, client applications, and interfaces to or for any of the devices currently covered and approved by HOD. These services include the installation, movement, maintenance, troubleshooting, and disposition in accordance with the DHS HQ process and procedures.

Key Tasks and Responsibilities

Provide end user device operations and maintenance services to the DHS HQ and Component customers.

Provision, install, test, troubleshoot, and configure workstations, local and network peripheral devices, and wall-mounted projectors and smart boards-all within a diverse Windows desktop environment.

Configure and install desktop hardware and software approved by ITO HOD.

Receive, record, and respond to incidents and fulfillment requests via the ITSM tool (Remedy).

Test all desktop hardware once installed at a user location to ensure operability before closing the service request.

Install and configure systems, peripherals, and devices in accordance with fulfillment requests and in compliance with applicable service levels. Peripherals are considered any items that interact with the central processing unit.

Install, remove and/or replace network cabling between computers and wall outlets. Dispose of all removed or replaced cabling.

Configure wireless devices/mobile devices, including iPhones.

Troubleshoot all VPN/remote connectivity issues.