Help Desk 1

IT STAFFING SERVICES SOLICITATION UNDER

DEPARTMENT OF INFORMATION RESOURCES

IT STAFF AUGMENTATION CONTRACT (ITSAC) Solicitation Reference Number : OCANov25HD Working Title : Help Desk Support Title / Level : Help Desk 1 Category : Technical Services, Help Desk and Operations Full Time

I. DESCRIPTION OF SERVICES

Office of Court Administration requires the services of 2 Help Desk 1 , hereafter referred to as Candidate(s), who meets the general qualifications of Help Desk 1, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Office of Court Administration .

All work products resulting from the project shall be considered "works made for hire " and are the property of the Office of Court Administration and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Office of Court Administration will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).

Provides front-line technology support by answering and responding to inbound calls / emails in a timely and professional manner, gathering and analyzing information about the customer's issue and determination of the best way to resolve the problem.

Provides basic support and troubleshooting, including password resets, printer configurations, break / fix instructions, website content updates, creates accounts and configure hardware as part of on-boarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented.

Responsible for ensuring that all support calls / emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.

II. CANDIDATE SKILLS AND QUALIFICATIONS Minimum Requirements :

Candidates that do not meet or exceed the minimum stated requirements (skills / experience) will be displayed to customers but may not be chosen for this opportunity. Years Required / Preferred Experience 3 Required Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person). 2 Required Experience working with customers across all levels of technological proficiency. 2 Required Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems 1 Required Experience with Active Directory 1 Required Experience with cloud platforms and technologies like Microsoft Azure 1 Preferred strong desire to grow and advance within an organization with an opportunistic landscape 1 Preferred strong desire to grow and advance within an organization with an opportunistic landscape

III. TERMS OF SERVICE

Services are expected to start 12 / 01 / 2025 and are expected to complete by 07 / 01 / 2026 . Total estimated hours per Candidate shall not exceed 1000 hours.

This service may be amended, renewed, and / or extended providing both parties agree to do so in writing.

IV. WORK HOURS AND LOCATION

Services shall be provided during normal business hours unless otherwise coordinated through the Office of Court Administration .

Normal business hours are Monday through Friday from 8 : 00 AM to 5 : 00 PM , excluding State holidays when the agency is closed.

The primary work location(s) will be at Office of Court Administration, 205 W 14th St, Austin, TX 78701 . The working position is On Site .

Any and all travel, per diem, parking, and / or living expenses shall be at the Candidate's and / or Vendor's expense.

Office of Court Administration will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s).

Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested.

Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Office of Court Administration .

V. OTHER SPECIAL REQUIREMENTS

• CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.
• Strong preference for temp to hire possibility. OCA is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).