2.3 Scope of Work for IT Help Desk Support
The Contractor employees shall provide direct support by managing requests through the help desk
ticketing system, troubleshooting the most sophisticated hardware and software issues, and providing
guidance to less experienced specialists within the team. The Contractor employees will also provide on-
call daily office support and assist with conference room technology support. They may work on IT
projects in addition to the help desk function under certain circumstances. To clarify scope and set
accurate expectations, duties are organized into three functional categories:
D aily Primary day-to-day responsibilities performed consistently throughout the performance
period.
Project Periodic tasks tied to specific initiatives, upgrades, or improvement efforts.
Engineering/Periodic Advanced or strategic functions performed on an as-needed basis; not
intended to represent the primary daily workload of Tier II Specialists.
2.3.1 Daily Tasks
The Contractor employees shall perform the tasks listed below consistent with instructions and guidance
provided by the Contracting Officer's Representative (COR):
" Inspect computer equipment and prepare systems for deployment based on onboarding
documentation and division-specific requirements, ensuring proper imaging, configuration, and
inventory registration prior to delivery.
" Deploy and configure Windows desktops, macOS systems, and mobile devices following the
imaging process, ensuring each device is properly inventoried, validated against security
baselines, and ready for end-user delivery in accordance with division-specific requirements and
IRM standards. Solicitation No. CB26-RFQ0011 IT Help Desk Support Services
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" Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral
components across Windows and macOS environments, including upgrades, patches, firmware
updates, and approved security configurations to maintain compliance with Zero Trust and
Defense-in-Depth standards.
" Register and configure mobile devices (iOS, Android) within enterprise mobile device
management (MDM) platforms; provide users with training and troubleshooting on
authentication, MFA, and secure remote connectivity.
" Load and verify software packages and configuration baselines through automated imaging and
patching tools such as Ivanti EPM, KACE, or equivalent, ensuring accuracy and adherence to
approved division templates.
" Execute system verification tests by entering administrative commands and monitoring log output
to validate image integrity, patch levels, and compliance with endpoint security policies; confirm
logs are being received in accordance with guidance from Sentinel, VSOC, and other monitoring
platforms.
" Diagnose and resolve complex system issues, including multi-factor authentication failures,
identity anomalies, network connectivity problems, and endpoint irregularities, applying
independent judgment to identify root causes and implement corrective actions while protecting
sensitive data.
" Support Tier I personnel by enforcing best practices, creating and validating SOPs, reviewing
escalations, and collaborating on issue resolution. Leverage JAMF and Microsoft Intune for
endpoint automation and configuration management. Apply system administration expertise to
analyze Windows Event Viewer and macOS Console logs, identify error patterns, and develop
evidence-based solutions to prevent recurrence.
" Instruct users on the effective use of equipment, collaboration software, cloud services, and self-
service resources; contribute to end-user documentation and knowledge base updates.
" Coordinate activities with the Service Desk, Network Operations, Cloud Services, and
Cybersecurity teams to ensure timely issue resolution and alignment with IRM standards.
" Provide clear and timely communication on ticket status, updates, and resolutions through the
official tracking system, voicemail, email, or direct user interaction in accordance with customer
service performance metrics.
" Replace defective or obsolete hardware and software components, document all changes, and
verify asset records in accordance with CBO asset management procedures.
" Identify and analyze recurring problem trends, develop mitigation strategies, and present findings
and improvement recommendations to IRM management.
" Ensure rigorous application of information security and information assurance principles in all
aspects of customer support, including encryption, data loss prevention, and secure credential
handling.
" Administer Microsoft Entra ID / Active Directory environments, including user account
provisioning, group policy adjustments, and identity lifecycle management, in coordination with
IAM governance.
" Support macOS and iOS administration, including device enrollment, configuration profile
deployment, FileVault management, and integration with enterprise authentication and
compliance frameworks.
" Perform secure drive sanitization and destruction using BitRaser or other approved tools,
maintaining required documentation and certificates of destruction. Solicitation No. CB26-RFQ0011 IT Help Desk Support Services
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GSA Contract No. TBD
" Use approved hard drive cloning devices and software to support workstation deployments,
refreshes, data migrations, and recovery operations.
2.3.2 Periodic Project and Engineering Tasks
The Contractor employees shall periodically perform the project and engineering tasks listed below,
consistent with instructions and guidance provided by the COR:
" Recommend and implement advanced remedial measures such as driver updates, policy
adjustments, or imaging corrections to restore full functionality and prevent recurrence.
Coordinate reviews with the Chief Information Officer (CIO) / Deputy Chief Information Officer
(DCIO) and automate solutions where feasible.
" Implement and document imaging strategies that leverage automation, scripting, and division-
specific baselines to deliver secure, consistent workstation builds across all platforms.
" Participate in patch management and vulnerability remediation cycles, ensuring timely updates
and adherence to established configuration management policies; coordinate with Nessus scan
findings to prioritize remediation of critical and high-severity vulnerabilities.
" Collaborate with IRM technical leads (Cloud, Engineering, and Development teams) to assess
environment readiness, validate permissions, and confirm that personnel maintain appropriate
administrative access for Tier II and escalation functions.
" Assist in responding to outages, service disruptions, and other emergencies, including
participation in incident response activities.
2.4 Personnel Requirements
The Contractor employees performing the work under this contract must possess the following
knowledge, skills, and abilities:
" Must be able to provide enterprise-level administration and support for macOS and Windows
operating systems, including imaging, deployment, configuration management, and adherence to
organizational security baselines.
" Experience utilizing and supporting endpoint management and automation platforms such as
Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies,
and streamline routine tasks.
" The ability to manage and troubleshoot identity and access management services, including
Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access
controls, and AWS-integrated identity solutions.
" The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues
by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant
monitoring tools.
" The ability to coordinate cross-team incident response activities by working closely with the
Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation,
escalation, and remediation of technical issues.
" A strong understanding of advanced system administration including patch management, baseline
configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint
deployment workflows.
" A strong understanding of cloud and hybrid environment management, with specific experience
supporting AWS-hosted resources, identity services, and integrations between on-premises and
cloud-based infrastructures.
" A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network
interactions follow the organization's security, compliance, and configuration standards. Solicitation No. CB26-RFQ0011 IT Help Desk Support Services
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GSA Contract No. TBD
" Clear and effective communication, including the ability to document technical procedures, create
user-friendly guides, and mentor Level I technicians to enhance overall Service Desk capability.
" Must have excellent customer service and problem-solving skills and the ability to prioritize tasks
to meet tight deadlines while maintaining professionalism and responsiveness.
Preferred Certifications
o CompTIA Security+
o Microsoft Certified: Endpoint Administrator Associate (or equivalent)
o Apple Certified IT Professional
o AWS Certified Cloud Practitioner (or higher-level AWS certification)
o ITIL Foundation or equivalent certification in service management
o Certified SysOps Administrator Associate
Preferred Education
Bachelor's degree in information technology, Computer Science, or a closely related field.
2.5 Security Requirements
The Contractor employees must be U.S. citizens, or lawful permanent residents or H1Bs if they are able
to meet all other criteria, including work eligibility. The Contractor employee shall obtain favorable FBI
criminal checks and be fingerprinted at the U.S. Capitol Police headquarters in Washington, DC prior to
starting work under the contract. The Contractor employee may need to complete additional training as
required by CBO to meet cybersecurity, computer access, and content management requirements. The
Contractor shall maintain the confidentiality of all agency information (see clause CBO 239-01, Security
for Confidential Information).
2.6 Key Personnel Requirements
See clause CBO 237-70, Key Personnel, for the specific designated role(s).
2.7 Place of Performance
Work will primarily be performed on-site at the following location:
Congressional Budget Office
Ford House Office Building, 4th Floor
2nd and D Streets SW
Washington, DC 20515
Work may occasionally be performed at the following CBO facilities, as directed by the COR:
Alternate Computing Facility (ACF)
9050 Wellington Road
Manassas, VA 20109
Equinix, Inc. (EQX)
21711 Filigree Court
Ashburn VA 20147
The Ford House Office Building is across the street from the Federal Center SW metro station,