Location: Washington,DC, USA
Job Title HELPDESK CUSTOMER SERVICE Client Company/Dept. Name U.S. National Park Service- (Dept of Interior) ddress 1849 C Street NW City Name Washington State Name DC-District Of Columbi Zip Code 20005 If others (Address) Duration of the project 12 months Sep 29, 2023 Project End Date Sep 28, 2024 Due date for Resume submission ug 30, 2023 No. of Openings 1 No. of Maximum Submissions 2 Job Description OBJECTIVES 1. The Contractor shall assist and help to ensure continuity of daily operations, and ensure that all current input, forms, reports and search functions work correctly in the modernized solution. 2. The Contractor shall be guided by an advisory group of NPS users, to improve each system and implement fixes or changes as needed. 3. The Contractor shall identify and suggest for implementation any additional features or improvements that may be required, would be useful, or, based upon experience, are simply improve or streamline staff workflow processes. 4. The Contractor shall ensure that NPS has ownership rights and access to all source code and that the system is adequately documented. 5. The Contractor shall ensure that all work is consistent with the NPS Information Systems Development Life Cycle (SDLC) Handbook guidance and the requirements of the DOI/NPS Office of the Chief Information Officer (OCIO) policies and standards. 6. The Contractor shall ensure the system meets the information security requirements as defined by NPS, DOI, and U.S. Government. 7. The Contractor shall ensure that the systems meet accessibility requirements as specified in Section 508 of the Rehabilitation Act and associated standards. Skill set info TASK 1: HELPDESK CUSTOMER SERVICE •Provide initial response to system users' technical support questions within one 1 or 2 hours. Examples may include answering questions about how to recover a lost password or run a report. •Refer more complex helpdesk problems to expert personnel for resolution per task 1. •Maintain a trouble ticket system and provide a monthly list of technical support questions asked by users, the achieved resolution, and date completed for each information system. Within the first five (5) working days of the month the contractor shall provide the report listing the technical support issues encountered/received and the resolution for each issue for the preceding. •Assist with training users in correct operation of the system. Education Certifications (if required) Documentation Required for submission Work Hours Monday - Friday 0700 - 1700 PST/PDT Work authorization required US Citizen Only Relocation is accepted N/ Remote work No dditional Notes if any