Attachment J-18 IT System Consultants.docx

Section J – Attachment J – 18 IT System Consultants

The Contractor shall provide Systems Consultant(s) who shall provide proactive on-site support to one or more Senate offices. The role of the Systems Consultant(s) is to minimize calls to the Help Desk by developing a rapport with assigned offices and suggesting systems management improvements.

Responsibilities include but are not limited to:

1) Managing Operating Systems:

a. Supporting Windows, Mac, and server systems, ensuring they are properly configured, updated, and maintained.

b. Installing and configuring application software and computer hardware.

2) Technical Support and Troubleshooting:

a. Providing technical assistance to staff members, troubleshooting issues, and resolving problems related to hardware, software, and network connectivity.

3) User Account Management:

a. Creating and managing system permissions, user and computer accounts.

b. Ensuring proper access controls and security measures.

4) Security and Monitoring:

a. Regularly performing security tests and monitoring system security.

b. Implementing security protocols, firewalls, and backups.

5) Network Maintenance:

a. Maintaining networks and network file systems in partnership with SAA.

b. Collaborating with SAA network administrators to ensure seamless communication and connectivity.

Senate office Systems Administrators have diverse levels of knowledge and experience. While some Systems Administrators are self-sufficient and proactive in managing their systems, others are reactive, responding when problems occur. The Systems Consultant(s) shall assist offices in configuring existing systems optimally. Recommendations for changes in hardware or software shall be made to the SAA staff that will evaluate, endorse, or reject such changes. The Systems Consultant(s) shall not recommend hardware or software changes directly to offices without SAA staff present.

The System Consultant(s) will receive guidance and tasks from the SAA COR or their designated representative on a regular basis. Consequently, the Contractor is required to submit a weekly report to the COR or designee, detailing the work carried out by the System Consultant(s) during the preceding week. The format for this report will be mutually agreed upon by the Contractor and the COR or designee.

The Systems Consultant(s) shall lead all pre-installation meetings, document the input from attendees and distribute notes to affected groups.

The Contractor shall provide the System Consultant(s) with the skills and experience as listed below:

1) Bachelor’s Degree in a computer-related field or at least 5+ years of related technical experience;

2) Customer service training and 5+ years of direct customer support;

3) Exceptional verbal and written communications skills required to prepare and deliver technical briefings and reports to SAA staff and/or hardware and software vendors;

4) Experience supporting both Windows and Apple environments with associated back-up solutions and the ability to install and troubleshoot hardware and software in both;

5) Experience supporting IOS and Android devices; and

6) Must be able to effectively teach concepts to customers.