Client Technical Support Admin

Key Deliverables The following are the expected deliverables for this engagement. This is not an exhaustive list and may be changed as needed for this engagement and/or as specified by the assigned supervisor.

1. Under supervision, the client services Technical Support contractor provides tier two 24/7 customer support and maintenance within the organization's client operations computing environment and is responsible for enhancing the achievement of business outcomes by delivering IT operational support services to internal and external customers. This includes installing, diagnosing, repairing, maintaining, and upgrading all customer devices and equipment to ensure optimal workstation performance. The Client Services Technical Support contractor will also troubleshoot problem areas (in person, by remote tools, by telephone) promptly and accurately and provide customer assistance where required.
2. The Client Services Technical Support contractor shall install workstations and monitors for the Computer Refresh project. The contractor shall anticipate a limit to daily installation of PCs per site that may require installation over the full month at each site. The contractor will be required to install up to 400 per month for a total not to exceed 1,400 PCs and 2400 monitors.

i. Client Services Technical Support Contractor will comply with the Center for Disease Control (CDC) and Health Department's guidance for immunization(s) and COVID-19 protocols.
ii. The Client Services Technical Support Contractor must be eligible for a license from the Office of Gaming Commissioner.
iii. The Client Services Technical Support contractor will make a reasonable effort not to be disruptive to the customer and staff at the job site.
iv. The employer expects the workmanship to be of high quality.
v. The Client Services Technical Support contractor will be required to disconnect existing desktop PCs, monitors, keyboards, and mice and relocate equipment to a location designated by the Client Services Manager.
vi. The hard disk drive will be removed and tagged with the computer name and department from which it was removed and stored in a secure location designated by the Client Services Manager. NO HARD DRIVES SHALL BE REMOVED BY THE CLIENT SERVICES TECHNICAL SUPPORT CONTRACTOR FROM A DEPARTMENT OF HEALTH FACILITY.
vii. Support the logistics of transporting computer equipment from the designated storage area to the customer's desk; this includes, but is not limited to, loading and unloading transport vehicles and moving the equipment to the customer's desk.
viii. New PCs shall be unboxed and packing materials (cardboard, Styrofoam, etc) shall be disposed of in an environmentally friendly fashion (e.g. recycle cardboard).
ix. Installation of the new workstation (PC, monitor, keyboard and mouse) includes the connection to electrical power will provide power strips), the local area network (LAN) and any previously installed peripherals (e.g. printers, PDA, etc).
x. The Client Services Technical Support contractor will load the approved site-developed image on the equipment delivered. This image staging support may occur on or off-site. The contractor will not be required to develop a tailored image for each site.
xi. Assist users with initial login and restore user configurations and backups.
xii. Installation after normal business hours and weekends may be required (normal business hours are considered Monday through Friday (7:00 am to 5:00 pm). Based on previous installations, it is estimated roughly 50% of installations will be needed after normal business hours. National holidays are considered outside normal business hours.
xiii. Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users and recommend and implement corrective solutions, including offsite repair for remote users as needed.
xiv. Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
xv. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required deskside service levels.
xvi. Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
xvii. Receive and respond to incoming calls, service center tickets, emails, or chats regarding service requests and incidents. xviii. Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, Fiber, connectors between PCs, Network Gear, etc.) are properly working.
xix. Prepare tests and applications to monitor desktop performance and provide performance statistics and reports.
xx. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
xxi. Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.