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Desktop Support Specialst

Company: JARM Property Management
Location: Downey
Posted on: March 27, 2020

Job Description:

COUNTY OF LOS ANGELES- INTERNAL SERVICE DEPARTMENT STATEMENT OF WORK ISD ndash DESKTOP CONSULTANTS FOR REMOTE ACCESS OBJECTIVE Los Angeles County (County), Internal Services Department (ISD), seeks to obtain services from up to ten (10) consultants at the level of PCHelp Desk Technicians to assist ISD with Personal Computer (PC) technical support services at various County or personal residence locations. PC Devices may vary from desktops, laptops or tablet devices that are needed to enable County personnel to conduct work, including County teleworkers using remote access software and VPN solutions. BACKGROUND On March 20, 2020, the County Health Officer, under authority of the California Health and Safety Code 120295 and Los Angeles County Code 11.02.080, enacted a temporary prohibition on events or gatherings of 10 persons or more, and the closure of non-essential business and areas. This order is referred to as the Safer at Home Order for control of the Coronavirus. Additionally, on the same day, the State issued a Safe at Home Order with similar requirements. ISD directly and indirectly supports 100,000+ users throughout the Los Angeles County area. In order to adhere the Countyrsquos Safer at Home Order and the State of California Stay at Home Order, most County users supported by ISD must work from their homes or other, less populated locations. To this end, ISD is in critical need of additional technical support to assist the Countyrsquos technical staff to install, configure andor troubleshoot desktops, laptops, tablet devices at various work locations and personal residences to allow County personnel to telework via remote access software and VPN solutions. This effort will require technical staff experienced in Microsoft desktop technologies to assist the County staff with support services, including answering authentication, Outlook or other questions from users and to manually join desktops to the County hosted domain that failed to be joined remotely. SCOPE This engagement requires the Consultants to perform all back-end tasks and all desktop tasks to join the desktops to the hosted domain. The scope of work to be performed under this Work Order shall include working with County staff to General Assist users with using new authentication methods and credentials, and new applications (e.g., Outlook). Assist users with configuring their printer and drive mappings, if needed. Manually join desktops to County hosted domain if the computer failed to join with the use of automated tools. Migrate profiles from the old domainuser to the County hosted domainuser manually if computers failed to join with the use of automated tools. Maintain records of equipment worked on and users assisted. Hardware Perform Hardware Refresh Reimage PCs from Windows 7 to Windows 10 Assist user installed licensed applications Installation of new County-owned hardware o Connect devices to County network Installation of user personally-owned hardware o Remote connect devices to County network o Assist users in establishing and troubleshooting remote accesss Configure New End User Setup o Rename, join to domain and verify the startup of encryption o Validate that MS Word is licensed, verify access to O365 o Confirm ability to print o Verify drive mappings are present and able to open documents o Validate Outlook client profile is setup and restore any PAB, PST o For OneDrive for Business users, verify that client is synced and able to open files Test configured systems for appropriate functioning and troubleshoots for any errors found Completes all required documentation of installation and setup Removal of end-of-life hardware Installation of new hardware o Unpack new hardware o Connect device o Place all packaging materials inside the box o Remove packaging, return to ISD Test configured systems for appropriate functioning and troubleshoot for any errors found Pick up or deliver equipment to as-needed locations including County work sites, telework locations and possibly employeersquos home residence. Software Perform various desktop software and application support services Installation and configuration of County licensed software and applications o Assist users in configurations and setup o Assist users in configuration and troubleshooting anti-virus, anti-malware and any County-approved cybersecurity software o Assist users in troubleshooting software issues o Assist users in establishing remote accesss using a multitude of County-approved methodologies, including SSLVPN, Virtual Desktop, or any cloud remote connect solutions WORK ORDER ADMINISTRATION Scheduled Meetings County PM and Consultants shall meet as-needed throughout the life of the work order. County will not reimburse for costs associated with attending meetings (e.g. travel, parking, and meeting hours). County Observations In addition to County PM, other County personnel may observe performance, activities, and review documents relevant to this work order at any time during Business Hours. However, these County personnel may not unreasonably interfere with consultantrsquos performance. County Responsibilities The County will administer the Work Order including Monitor the Consultantsrsquo performance in the daily operation of this Work Order. Provide direction to the Consultants on the technical aspects of the work to be performed. Provide direction to the Consultants in areas relating to policy, information and procedural requirements. Provide onsite supervision at remote, after-hours locations. Contractor Availability Contractor shall maintain an office with a telephone in the companyrsquos name where Contractor conducts business. The office shall be staffed during the hours of 800 a.m. to 500 p.m., Monday through Friday, by at least one employee who can respond to inquiries and complaints, which may be received about the consultantrsquos performance of the Work Order. When the office is closed, an answering service shall be provided to receive calls. The Contractor shall respond to calls within one (1) hour of receipt of the call. County Responsibilities Contractorrsquos responsibilities are as follows PCHelp Desk Technicians must be able to effectively communicate, in English, both orally and in writing. PCHelp Desk Technician must meet the requirements for background clearance as set forth by the Authorized Department(s) prior to commencing services at (i) at a County employeersquos residence, and (ii) any Health Services or Law Enforcement Authorized Department (Sheriffrsquos and Fire Department) facilities. The Contractor shall obtain prior approval from the Countyrsquos PM to add, subtract, or replace consultants by way of amendment. It is understood by all parties that there may be periods of inactivity due to Countyrsquos resource or scheduling constraints. County Furnished Items The County will furnish the following items Necessary computing and office supplies. All necessary third-party software. All necessary permissions required to perform the services defined in this Work Order. Identification badges, as required. Diagnostic equipment, tool kits to repair or replace components, and service manuals to perform the needed services for all equipment. Check equipment daily for safety. Personal Protective Equipment. SAFETY The consultants shall follow COVID-19 cleaning guidelines provided by the CDC httpswww.cdc.govcoronavirus2019-ncovpreparedisinfecting-building-facility.html. Additionally, all PCHelp Desk Technicians shall Use materials and equipment that are safe for the environment and safe for use by Technicians, according to the latest requirements of Federal, State, County and City regulations. Wear safety and protective gear according to California Occupational Safety Health Administration (CalOSHA) and Federal Occupational Safety Health Administration (OSHA) standards. Ensure that the work area is kept clean and free of debris, as necessary, to maintain a safe working environment. Perform repairs with as little disruption to the County and employeersquos operations as possible. Return all County property to its original position prior to leaving premises at the end of each working day, unless repairs or work area does not permit it. Remove all tools, equipment and other work materials belonging to the consultant from the premises at the end of each working day (County is not responsible for storage, damage, or loss of any consultant property). All work provided by the consultants shall conform to the latest requirements of Federal, State, County and City regulations. Consultants shall be responsible for compliance with all applicable laws, codes, rules and regulations in connection with work performed under this work order. MINIMUM QUALIFICATIONS The Consultants must meet all of the following minimum qualifications CompTIA A+ Certification. Must provide a copy or proof of certification with submission. Three (3) years of experience within the last five (5) years installing Windows, software, applications, antivirus, encryption and patches. Three (3) years of experience within the last four (4) years working with different levels of customers in need of PChelp desk support or a related field. Three (3) years of experience within the last four (4) years installing, Windows 710 imaging, configuring, moving, adding and changing Desktop PCs within a Microsoft Windows desktop environment. Two (2) years of experience within the past four (4) years installing software on PCrsquos in a Microsoft Windows desktop environment. Two (2) years of experience within the last four (4) years troubleshooting issues related to domain joins, group policy, profile management, DHCP, DNS, TCPIP. Provide a list of three organizations where similar services have been provided. Must provide a name, phone number and email of contact person. Ability to lift up to approx. 40-50 or so pounds, some hard labor will be required including bending, crawling on floors and under desks tables, and lifting moving devices, computers, printers, etc. Consultants must have a Class ldquoCrdquo driverrsquos license.

Keywords: JARM Property Management, Downey , Desktop Support Specialst, IT / Software / Systems , Downey, California

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