Help Desk and IT Services

The Vendor is required to provide help desk and End User IT support services for agency staff and approved systems.
- Consultant shall provide the following end-user support services, including remote and, when required, onsite support.
- Application Support
• Support for Microsoft 365 and all Zone 7 approved software applications.
- Exchange / Email End User Support
• Support for user mailbox access, distribution list creation and maintenance, delegated access, send-on-behalf permissions, shared mailbox support, and general email troubleshooting.
- Folder and Server Access Rights
• User permission assignments, folder access troubleshooting, server share mapping, and access validation.
- Application Access Support
• Troubleshooting of common application issues using client-provided documentation, known issue guides, and established procedures.
- Password Reset Services
• Reset and unlock support for:
• Active directory user accounts
• Server accounts
• Approved business applications
• Service account coordination as authorized
- Printer Support
• User printer mapping, printer connectivity troubleshooting, print queue troubleshooting, and approved device setup.
- Hardware Troubleshooting and Escalation Support
• Initial troubleshooting of end-user hardware issues including:
• Device identification
• Dell service tag collection
• Device hostname collection
• Dell hardware diagnostic collection
• Escalation support coordination with manufacturer warranty services
- BitLocker Recovery Key Retrieval
• Recovery key retrieval and support through Sophos Central and other approved management systems.
- Software Installation Services
• Installation, upgrade, and removal of software in accordance with the Zone 7 approved applications list and IT standards.
- Client VPN Support
• VPN connectivity troubleshooting, user authentication support, MFA issues, client software troubleshooting, and access validation.
- New User Account Creation and Onboarding
• User provisioning and onboarding support including:
• Active Directory account creation
• Microsoft 365 licensing and mailbox provisioning
• group membership assignments
• Initial access setup
• Workstation login support.