Bench Information Technology Services

The Vendor is required to provide agency with immediate support to meet short-term information technology (IT) service needs in the service 
- Project Goals and Objectives:
•    Reduce customer wait times
•    Improve turnaround times
•    Improve employee skill and satisfaction
•    Improve customer satisfaction
•    Increase customer advocacy
•    Increasing customer loyalty
•    Promote self-service and increase efficiency
•    Humanize the customer experience
- Task List:
•    Provide IT support to City staff of all levels and the public in day-to-day operations
•    Assist with the deployment, installation, and set up of hardware for the Department
•    Provide excellent customer service while answering calls and requests from the Help Desk hotline
•    Assist with maintaining asset inventory and updating asset management database
- Work Products and Outcomes
•    Function as a subject matter expert on desktops, laptops, applications, and systems integration.
•    Provide customer service via the board Systems Help Desk to City staff of all levels and public customers.
•    Install and replace basic computer hardware components.
•    Maintain inventory of all assets and perform updates to the asset management database.
•    Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance in Microsoft Active Directory.
•    Responsible for the loading, unpacking, installation, configuration, and maintenance of desktop and laptop hardware, including proprietary office and Internet related applications.
•    Work directly with the Technology Infrastructure team to evaluate hardware configuration and assist in their installation and modification. 
•    Other related tasks identified by agency.