TREAS - IRS - Remote Desktop support APP Software licensing - MRAS

The Department of the Treasury, through the General Services Administration (GSA), is conducting market research to identify potential solutions for a Remote Support Solution capable of serving the Internal Revenue Service (IRS). This initiative aims to enhance the IRS's ability to provide secure and efficient remote support across its enterprise environment. The overarching goal is to ensure that Service Desk personnel can effectively administer and resolve issues on IRS-managed systems while adhering to stringent federal, Treasury, and IRS security standards.

The work being requested involves developing a comprehensive Remote Support Solution that integrates seamlessly with existing enterprise services and anticipates future technological expansions. The solution must offer robust remote assistance capabilities for authorized personnel, allowing them to securely access, diagnose, and address issues on various platforms including end-user workstations, virtual desktops, servers, and mobile devices. High availability, security compliance with FIPS 140-3 encryption standards, scalability, and compatibility with Microsoft Windows environments are crucial components of this solution.

Key functional requirements include ensuring accessibility compliance per Section 508 of the Rehabilitation Act throughout the product's lifecycle. Security requirements demand adherence to federal cybersecurity policies with features like encrypted communications, auditing/logging integration with SPLUNK, and support for Microsoft AD authentication methods. Additionally, role-based access control (RBAC) and single sign-on (SSO) capabilities are necessary for effective identity management.

Furthermore, the solution should provide advanced remote support functionalities such as screen sharing, interactive sessions involving multiple technicians or users simultaneously, session transfers between technicians, unattended access for authorized systems, secure file transfer capabilities with audit logging of transferred files. Integration with ServiceNow for automated ticket association and session documentation is also required. The infrastructure must be deployable within IRS-managed virtual server environments supporting high availability configurations along with disaster recovery architecture.