12 Apr
Helpdesk Technician
California, Commerce , 90022 Commerce USA

Vacancy expired!

STATEMENT OF WORK

DPH - Help Desk Agents for COVID-19 Response
  • OBJECTIVE
  • The Los Angeles County (County) Department of Public Health (DPH) seeks to obtain services from up to six (6) consultants at the level of Service Desk/Help DeskAgents to assist DPH in providing remote technical support services to DPH staff and temporary personnel working at County facilities, external agencies and/or personal residences.
  • BACKGROUND
  • The DPH Information Systems (IS) division normally operates a Service Desk that supports over 5000 DPH staff and a network of over 3000 contracted providers. As the lead agency for the County’s COVID-19 response, DPH has had to recruit and onboard hundreds of staff and volunteers to support COVID-19 case investigation and contact tracing operations. Service Desk personnel have been tasked with provisioning accounts to response systems, troubleshooting system access and equipment issues, and installing software remotely. In addition, DPH IS staff have had to support a significant number of response staff working remotely using County issued devices or personal devices.Due to the expansion in teleworking operations and increased demand for support from temporary personnel, the DPH IS division is seeking up to six (6) experienced Service Desk or Help Desk Consultants to increase the responsiveness to IT support requests and reduce call wait times.
  • SCOPE
  • The duties to be performed include all of the following:
    • Respond to End-User support calls.
    • Use Help Desk software to document and track support calls.
    • Reset passwords.
    • Create system accounts.
    • Equipment inventory tracking.
    • Remote installation of software.
    • Research equipment specification requests.
    • Assist PC support staff as needed.
    • Escalate problems to appropriate staff.
    • Install remote control software.
    • Utilize remote desktop software to perform system updates, modify installation parameters, desktop configurations, files and file system security.
    • Update, install, and configure operating systems on all Windows desktops.
    • Logically secure workstations.
    • Join workstations to a Microsoft server environment.
    • Utilize remote desktop software to secure all networked printers and removing unnecessary protocols from the setup.
    • Attend meetings with County PM.
  • SAFETY DUTIES
  • The Consultants shall follow COVID-19 cleaning guidelines provided by the CDC [https://www.cdc.gov/coronavir2019-ncov/prepare/disinfecting-buildingfacility. html]. Additionally, all Consultants shall perform all of the following:
    • 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 (Cal/OSHA) 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 employee’s 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 Consultants from the premises at the end of each working day (County is not responsible for storage, damage, or loss of any Consultants 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.
  • WORK ORDER ADMINISTRATION
  • Scheduled Meetings County PM and Consultants shall meet as-needed throughout the life of the workorder. 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 Consultants’ performance.County ResponsibilitiesThe County will administer the Work Order including:
    • Monitor the Consultants’ 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 direction at remote, after-hours locations.
    The Contractor shall obtain prior approval from the County’s PM to add, subtract, or replace individual members of the Consultant’s team by way of Work Order Amendment. It is understood by all parties that there may be periods of inactivity due to County’s resource or scheduling constraints.Contractors’ Responsibilities
    • Consultants shall be trained on site for up to one (1) month at the Service Desk at IS Headquarters located at 5555 Ferguson Drive, Commerce, CA 90022.
    • Once the initial training is complete, Consultants may be assigned to work remotely thereafter. 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.
    • PPE
    • Hand sanitizer and cleaning wipes.
    • Socially distanced work area.
  • MINIMUM QUALIFICATIONS
  • The Consultants

    must meet all of the following minimum qualifications:
  • Four (4) years of experience within the last five (5) years in Service Desk or Help
  • Desk operations acting as a call center agent or customer service representative(dealing with customer/clients, answering calls, managing ticket system).
  • Three (3) years of experience within the past four (4) years installing software on PC’s in a Microsoft Windows desktop environment.
  • Three (3) years of experience within the last four (4) years troubleshooting issues related to domain joins, group policy, profile management, DHCP, DNS, TCP/IP.
  • Four (4) years of experience within the last five (5) years with remote installation of software.
  • Provide a list of three organizations where similar services have been provided. Must provide the name, phone number and email of contact person in WOS Form A to meet this requirement.
  • Four (4) years of experience within the last five (5) years working with Active Directory, Office 365, and Windows 10.
  • Vacancy expired!


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