Onsite Level II Support Sample Clauses

Onsite Level II Support. ● Insight will provide deskside support resources to Client. ● The deskside support technicians will also handle IMAC requests. ● Insight and the State of Iowa OCIO will monitor and review incident and IMAC activity to ensure expected normal volumes are not exceeded. ● The Onsite Level II support team will be assigned incidents through the State’s incident management system for second-level deskside issues. ● All incidents will be tracked and managed within the State’s incident management system. ● All computers touched by the level II support team will be configured to be managed by SCCM and have data files directed to a designated cloud location for storage per the OCIO guidelines ● Insight will provide security services for Endpoint Devices including the configuration of Endpoint Devices in coordination with the State and in accordance with applicable IT Governance Documents to ensure the highest levels of information security are achieved. ● Insight will immediately report all confirmed and suspected security intrusions, Security Breaches, and incidents to the State upon detection. ● Insight will provide 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. ● Insight will utilize the OCIO’s designated asset management system to track changes to hardware or software when they occur. The reporting aspect will be based on the level of access Insight will have and the capability of the OCIO’s designated asset management system. ● Insight will participate in problem resolution affecting Endpoint Devices regardless of root cause, including those problems thought to involve IT Infrastructure Services not managed by Insight. Insight will work collaboratively with the State on the resolution of problems as a part of a team until they are resolved. ● Insight will ensure all Microsoft Windows Endpoint Devices are connected to the State of Iowa Active Directory and SCCM environment, except as waived by the OCIO in writing. ● Ensure all Microsoft Windows Endpoint Devices are attached to the State of Iowa anti-malware environment. ● Ensure all Microsoft Windows laptops and tablets utilize the State of Iowa encryption services environment. The objective of the Onsite Level II support engineer is: ● To be the “on-site resolution team” to which the Service desk will transfer incidents that it cannot solve remotely. ● To provide necessary in...