Hamdan Resources

Help Desk Support

Frederick, MD - Full Time

Help Desk Support

Frederick, MD – Fort Detrick

Candidate must be U.S. Citizen and hold an active Secret clearance

The contractor shall provide technical help desk support including Tier II sustainement support for various types of IT equipment, software, and peripheral equipment such as CPU's, monitors, keyboards, mice, laptop/notebook computers, cell and "smart phones" and related equipment.  Tier II lead will coordinate operating system upgrades, IAVA mitigation, system imaging and technical refresh cycles for all end user devices. 

Responsibilities:

  • Contractor support hours of operation are, Monday through Friday, 12 hours per day, beginning 0600 to 1800 Hours. 
  • Contractor personnel shall be available throughout the 12-hour workday. 
  • Contractor shall staff the TIER II office 12 hours per day by staggering the Contractor's shift schedule to ensure the Government does not incur any overtime charges.
  • Contractor shall provide the proposed shift schedule as stated in this PWS.  
  • In the event of an emergency, Contractor shall provide after hours, on-call TIER II support, if requested by the Government. All requests for emergency service(s) will be negotiated and may require modification to the contract.
  • Tier II support entails desk-side support and on-site technician support.  Contractor personnel are required to troubleshoot and resolve software and hardware problems.  Tier II support requires the contractor to visit the user's desktop or printer for hands-on support for various types of computer repairs, troubleshooting and hardware/software maintenance.
  • Tier III support consists of troubleshooting complex issues and problems regarding desktops, printers, and software.

Qualifications:

The contractor is required to have overall knowledge of USAMRMC's computing environments to include to the following:

  • Microsoft Windows 7 or newer (as required by Army/MEDCOM)
  • Microsoft Office Suite (Including MS Outlook (current version)
  • Microsoft Project
  • McAfee Antivirus
  • Internet Explorer, Firefox, Chrome browsers
  • Adobe Acrobat, Flash Player, Creative Cloud
  • Visio
  • Credant
  • ActiveClient Desktop Validator
  • Other Various Software
Apply: Help Desk Support
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