Job Description

JOB TITLE: IT HELP DESK SPECIALIST (REMOTE & ON-SITE)

LOCATION: 90 K STREET NE, SUITE 200, WASHINGTON D.C. 20002.

DEPARTMENT: THE NATIONAL INDIAN GAMING COMMISSION

ADDITIONAL: CANDIDATE SHALL PROVIDE LEVEL 1 SUPPORT FROM 8:00 AM TO 4:00 PM.

CONTRACT: NATIONAL INDIAN GAMING COMMISSION (NIGC)

PERIOD OF PERFORMANCE: 1 YEAR BASE W/ 4 YEAR OPTION YEAR = 5 YEARS CONTRACT

START DATE: TBD

SALARY: GREAT PAY/ NEGOTIABLE

NOTE: MUST BE WILLING TO SIGN A LETTER OF INTENT (LOI) FOR THE POSITION

CLEARANCE REQUIREMENT: Must Be able to pass a National Agency Check with Local Agency Check and Credit Check (NACI/ NCLC) at the time of awarded contract.

NOTE: THE RAVENS GROUP, INC. REQUEST THAT ALL INTERESTED PARTIES COMPLETE THE ATTACHED QUESTIONNAIRE IN ORDER TO BE CONSIDERED FOR POSITION.

THE RAVENS GROUP, INC. IS IN AN ACTIVE BIDDING PROCESS FOR THIS POSITION, WHICH IS CONTINGENT UPON THE RAVENS GROUP, INC. BEING AWARDED THE CONTRACT.

SCOPE OF WORK:

National Indian Gaming Commission (NIGC) is seeking Information Technology (IT) staffing services to

implement and maintain a dedicated IT help desk function to support day to day IT needs through

incident ticket triage, escalation and resolution for agency personnel. Additionally, the agency requires IT

support to assist with the development and maintenance of IT procedural documentation, end-user

documentation and communications review. Finally, a business analyst is needed to conduct a review and

assessment of the agency's internal financial accounting software and processes and provide a plan for

upgrading the agency's financial accounting software.

The contractor will provide staffing equivalent to two full-time help desk technicians to provide support

to existing federal IT support team with managing day to day IT help desk operations. Staff will provide

first-level contact services for approximately 125 agency users. Support will be provided through remote

and in-person at the Washington, DC headquarters office. Additionally, the contractor will provide one

full-time business analyst to provide support with developing a plan to upgrade the agency’s current

financial accounting system, Sage. The contractor will assess current business processes used by the

Finance Division and gather requirements to develop and provide recommendations on modernizing the

agency’s accounting software.

QUALIFICATIONS:

• The IT Help Desk specialists shall have a minimum of 3 years’ experience serving in IT help desk operational environments.
• The contractor shall be directly responsible for ensuring the accuracy, timeliness and completion of all tasks under this effort. Specifically, the contractor shall:
•  NIGC requires the implementation of a Help Desk Support Staff (HDSS) consisting of a team which provides ongoing Level 1 support functions as described below.
• The HDSS will be the initial point of contact to log, resolve and document end-user problems. 
• During the HDSP process, several milestone steps will occur. 
• Incident initiation is the initial activity that starts an incident.
• This will generally be performed by the customer contacting the HDSS either through a phone call, IT Support Ticket, or email.
• Incidents may also be initiated by alerts from monitoring systems. 
• Incident receipt is the first step that the HDSS is involved and occurs when the HDSS are notified and has received complete information on the incident.
• This may or may not occur at the same time as the incident initiation.
• If a phone call is received, they will be at the same time.
• If the initiation was through voice mail or email, the incident receipt will occur when the HDSS contacts the customer. 
• Incidents are resolved when the HDSS finishes providing the service to address the incident.
• The incident is not completed until the customer accepts the resolution.
• This may be done explicitly with direct confirmation by the customer or implicitly by not objecting to the service within five business days of the resolution.
• Resolved incidents may be reopened if the customer explicitly rejects the resolution within five business days.
• If the incident arises again after initial incident has been completed, a new incident will be created. 
• Incidents may be referred to a designated NIGC resource for involved issues with non-baseline applications.
• The notice to the customer will indicate that the incident has been referred to the NIGC resource and the incident will otherwise be handled as resolved by the HDSS. 
• Each step other than the initiation will be accompanied with email notification to the customer of the change in status. 
• Additionally, NIGC will provide an evolving list of priority customers which will be given priority treatment.
• This list will identify no more than three percent of the total customer base that will be subject to shorter escalation levels.
• Incidents initiated for priority customers will be marked as priority when created.
• The list will be periodically updated by written notification from the Contracting Officer’s Representative (COR) and changes to the list will not be considered a change in the scope if the list does not exceed three percent of the total customer base.

ADDITIONAL: THIS IS A REMOTE AND ON-SITE POSITION.

THE RAVENS GROUP IS AN "EQUAL OPPORTUNITY EMPLOYER/VETERAN/DISABILITY" ORGANIZATION.

Company Description

The Ravens Group is a, CVE-verified Service Disabled Veteran Owned Small Business specializing in Government Contracting and Consulting. Our corporate headquarters is located in Annapolis, Maryland. The Ravens Group, Inc. is an equal opportunity employer and/of protected veterans and individuals with disabilities.