Dept. of State IRM Customer Endpoint Bridge

Clearance Level
Help Desk
Beltsville, Maryland
Washington, District of Columbia
Rosslyn, Virginia

REQ#: RQ102096

Travel Required: 10-25%
Requisition Type: Pipeline

GDIT is pursuing the Department of State’s DOS IRM Customer Endpoint Bridge contract. Please apply to this job requisition only if you are currently supporting this contract. Also, please be aware that this job requisition is for recruiting purposes only and you will be aligned with a job requisition that more closely matches your skill set in the near future.

The Bureau of Information Resource Management (IRM) provides the information technology and services the Department needs to successfully carry out its foreign policy mission. Currently, IRM provides enterprise architecture design, engineering, operations and maintenance support services for desktops, servers, networks, firewalls, and enterprise applications across the Department. IRM is also responsible for planning and implementing the next generation strategies for IT management for diplomacy and securing information services and data, anytime and anywhere Diplomacy calls for IT. In order to meet a minimum level of service and protection of information, the Department seeks to improve the skill levels of its IT professionals, its process and program implementations; its IT facilities server rooms; its spending; its service gaps; and its standards of performance.

IRM’s Office of Consolidated Customer Support (CCS), has a mission to manage the relationship between IRM and its customers in order to promote the development, use, and support of information technology to further foreign diplomacy and policy. CCS provides service desk, desk-side support and maintenance, account, asset, and security management to the Department of State. CCS is comprised of three divisions: the IT Service Center (ITSC), which provides helpdesk support, the Desktop Support Services Division (DSS), which provides desk-side support services, and the Operational Support Services Division (OSS), which provides ITIL based processes and functions that support CCS operations. ITSC is dedicated to providing quality helpdesk support to consolidated bureaus. Its mission is to offer a single point of contact for the Department of State information technology products and services worldwide and provide round the clock support to ensure technology resources are available for maximum utilization as a foreign policy support tool. Service requests are submitted over the phone, by email and online. With a primary commitment to delivering superior customer service, DSS supplies Tier II support to all IRM customers. OSS provides quality control oversight for IRM's desktop support efforts through the Information Technology Infrastructure Library (ITIL) framework. OSS ensures that a very high quality of service is maintained through the establishment of industry standard processes associated with this model. OSS is responsible for the change, release, problem, incident, security, and configuration management processes necessary to accomplish the required oversight and service delivery goals as well as inventory management.

The objective of this task order is to obtain state of the art Information Technology End-user Support Services (ITESS) directly and indirectly for Department of State personnel, to include government and contractor personnel, in order that they can operate efficiently and effectively using a wide range of current computer/automation equipment, software and services. The contractor shall provide service to approximately 29,000 end-users.

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