GSA OCAS - USITC IT Service Desk (Helpdesk Services) - MRAS

The U.S. General Services Administration (GSA), on behalf of the Federal Trade Commission (FTC), is conducting market research to gather information on capabilities related to providing IT service desk and IT support services for the U.S. International Trade Commission (USITC). The USITC, an independent federal agency, plays a crucial role in administering trade remedy laws and providing analysis and support on international trade matters. As part of its mission, the USITC relies heavily on a robust IT infrastructure managed by its Office of the Chief Information Officer (OCIO).

The contract under consideration involves non-personal services to operate an integrated IT service desk that supports both current and future operational needs of USITC users and systems. The services are expected to cover various aspects including Tier 0 through 3 support, leveraging the ServiceNow platform for IT Service Management (ITSM), as well as IT Operations Management (ITOM) and IT Asset Management (ITAM). The contractor will provide knowledgeable staff who can handle tasks such as end-user issue resolution, account management, hardware/software functionality maintenance, machine imaging, software subscription management, and remote troubleshooting.

The Service Delivery Division (SDD) within OCIO functions as the single point of contact for all IT support-related activities at USITC. This includes managing mobile phone services, printer assistance, audio/video software support, and ensuring seamless operation of approximately 500 Commission-owned workstations. These workstations are equipped with Windows 11 Enterprise along with other essential software like Microsoft Office 365 and Adobe Acrobat Professional. Additionally, the Network Services Division (NSD) is tasked with supporting new IT system implementations while maintaining existing network infrastructure comprising servers, routers, switches, firewalls across physical, virtualized environments.

A significant aspect of this contract is ensuring security compliance due to the sensitive nature of information handled by USITC. This includes controlled unclassified information such as confidential business data or personally identifiable information stored within their network. The contractor will also manage national security information processed on a separate secure network with specific requirements for updates and maintenance.