Specifications include, but are not limited to: Support Services 4.1.1 Provide Support Services as necessary to support Endpoint Devices for State workers as defined in Section 1.4.2.1 Service Areas including: 4.1.1.1 Provide provisioning services for Endpoint Devices including all activities related to asset management, setup, teardown, installation, disposal (limited to coordination with a State-provided disposal contractor at a separate expense to the State), and related services necessary to maintain Endpoint Devices throughout their lifecycle. 4.1.1.2 Provide 24x7 help desk services for Endpoint Devices including first level support for user questions, ticket, and remote troubleshooting by phone, self-service portal, or e-mail on a 24x7 basis. 4.1.1.3 Provide break/fix service for Endpoint Devices including remote and in-person repairs to Endpoint Devices for state workers. 4.1.1.4 Provide security services for Endpoint Devices including the configuration and management of Endpoint Devices in coordination with the State to ensure the highest levels of information security are achieved. 4.1.1.5 Provide custom support services including Endpoint Device technology assistance for events such as after hours board meetings that require in-person technology assistance and other special projects. 4.1.2 Provide support for OCIO standard software installed on agency computers including all service required to install, repair, optimize, and manage software used on agency computers regardless of type, manufacturer, version, or function. Standard software is defined in Appendix F - OCIO Standard Software. 4.1.3 Ensure onsite support is available as needed during Regular Business Hours to fulfill the obligations of the contract. 4.1.4 Make available after hours support options matching Regular Business Hours service levels to meet the specialized needs of 24x7 facilities. 4.1.5 Provide all office space, travel, supplies, equipment, and other materials as needed to fulfill the obligations of the contract as part of the all-inclusive rate structure proposed. 4.1.6 Provide and maintain a knowledge management system for the State of Iowa Endpoint Device environment that is routinely updated by the Contractor. Provide access to the knowledge management system for State of Iowa personnel. Affirm that the State will hold exclusive ownership rights over all content maintained in the knowledge management system. On conclusion of the Contract, assist State with transition of the data to a new system as directed by the State. 4.1.7 Create and manage images for Microsoft Windows Endpoint Devices as directed and approved by the State to conform with information security requirements. 4.1.8 Maintain a current inventory of all State of Iowa Endpoint Devices. Provide information and reports concerning the State Endpoint Device inventory upon request including a full export of all recorded data. 4.1.9 Track all requests for service, incidents, and related support tasks. 4.1.10 Provide software licensing management including monitoring, tracking, and reporting on software license counts for Endpoint Devices managed by Contractor. 4.1.11 Participate in problem resolution affecting Endpoint Devices regardless of root cause, including those problems thought to involve IT Infrastructure Services not managed by the Successful Contractor. Open support tickets as needed with the State concerning IT Infrastructure Services (and other services) using its designated request system as needed to resolve Endpoint Device support requests submitted by end users. Successful Contractor is expected to participate collaboratively with the State on the resolution of problems as a part of a team until they are resolved.
