SRP IT Enterprise Deployment Support. The contractor shall provide technical support to all users of SRP IT applications at all 102 SRP supported installations, Commands, and HQDA. The contractor shall operate a central help desk from the contractors location, operating from 0700-1800 Eastern Monday thru Friday, to services and support to users and to the SRP IT hardware, software and systems. The contractor shall operate the central help desk to manage requests for functional and technical support, and collect user feedback or change requests; user requests shall be enabled through the SRPWeb Site Support page, by telephone, or by email. The Help Desk shall provide technical support for all SRP IT applications, troubleshoot problems involving input, retrieval, connectivity, and hardware and retrieval. The contractor shall conduct modifications of database information and general operation and maintenance of the systems and sub-elements, software change packages, analyze equipment and software reliability, performance and utilization reports to identify and define problem areas and to establish performance levels. The contractor shall conduct initial and sustainment training; fielding and training teams to support fielding of new systems which shall include technical and functional user training to personnel to increase administrator and operator proficiency and functionality of the program; and conduct site and assistance visits upon request. The contractor shall develop an on-line means for peer-to-peer counseling and for users to provide input pertaining to data analysis, system development, and basic operation of the program. Centralized management of all trouble tickets, help desk requests for functional and technical support, and user feedback or change requests shall be posted and tracked in an automated Help Desk Software. The contractor shall prepare and follow SOP for the centralized Help Desk support. The contractor shall provide technical support for the Help Desk software, including user interface changes, workflow changes, report changes, and interfaces with SRPWeb Portal.
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