Description
The National Cemetery Administration (NCA) is conducting market research to obtain industry input on providing nationwide Tier II IT support services. The services include remote support, onsite dispatch, and troubleshooting for approximately 216 locations, 2,000 users, and 1,000 to 1,200 devices. The contractor will be responsible for diagnosing, troubleshooting, and resolving Tier II incidents, as well as providing lifecycle support for end-user devices. The Government is seeking feedback on the proposed service delivery model, staffing approach, and pricing structure.
Key aspects of the job include:
• Providing remote-first, hybrid IT support services
• Troubleshooting and resolving Tier II incidents
• Supporting end-user devices, including imaging, deployment, and maintenance
• Coordinating with Tier I help desk and other stakeholders
• Meeting service level agreements and performance metrics
• Providing onsite dispatch support when remote resolution is not feasible