Enterprise Remote Support Software

Background
The U.S. Department of the Interior (DOI) is seeking a comprehensive solution for IT support operations that provides efficient, secure, and scalable remote support capabilities. This initiative aims to gather market capability information on Commercial Off-The-Shelf (COTS) products that can deliver interactive remote desktop support services for both attended and unattended devices.

The DOI consists of 11 bureaus, with the U.S. Geological Survey (USGS) having previously implemented Bomgar, now known as BeyondTrust Remote Support (BTRS), to facilitate remote desktop solutions across various DOI bureaus. The current system is hosted on Amazon Web Services (AWS) and supports multiple agencies within DOI, with a significant number of users and devices already utilizing the existing platform.

Work Details
The contract will require the following tasks and services:

1. Provide interactive remote desktop support for Windows and macOS devices, enabling both attended and unattended access.
2. Ensure cross-platform support allowing support professionals to initiate remote sessions from either Windows or macOS devices, including functionalities like screen sharing, file transfer, and remote command execution where permitted.
3. Implement authentication via DOI's Microsoft Entra SAML-based Single Sign-On (SSO) for secure identity verification and integration with existing security policies.
4. Maintain a privileged account requirement for elevated support tasks to ensure accountability and compliance with security policies, prohibiting shared privileged accounts.
5. Allow controlled execution of predefined scripts by support professionals during remote sessions.

Period of Performance
The period of performance is not explicitly defined in the provided information but is expected to span several years as DOI migrates from an Active Directory/Microsoft Entra ID hybrid environment to a full Entra ID/Intune setup.

Place of Performance
The contract will be performed primarily within the infrastructure of the U.S. Department of the Interior, utilizing Amazon Web Services (AWS) for hosting.