- Recommend Services and standards for supporting the End-User Compute and Field Services environment/End-Users
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- Deploy and manage in-scope hardware and software
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- Support End-User data backup, storage and recovery Services for all End-Users
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- Provision and support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet computing requirements
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- Provide support for stand-alone Uninterruptible Power Supply (UPS) systems
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- Provide server break/fix and Level 2 Support for equipment and system software as coordinated through the IT and Clinical Service Desk Services
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- Provide break/fix Level 2 Support for in-scope hardware and software as coordinated through the IT and Clinical Service Desk Services.
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- Provide remote and deskside support to authorized users as needed to fulfill Service requirements
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- Provide Incident determination, root cause analysis and Resolution
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- Manage and maintain inventory of in-scope software licenses
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- Ensure software license compliance and reconcile software installations with license rights
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- Provide support for financial audits, as requested
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- Perform access control (file systems, disk space, etc.), as it relates for an authorized user
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- Manage and maintain inventory of in-scope hardware, include asset tagging and recording
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- Provide technical support for all hardware/equipment of the remote site computing infrastructure
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- Establish procedures for procuring appropriate equipment sparing requirements and maintain spares inventory levels for all in-scope Hardware and Equipment to meet temporary capacity needs and SLRs
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- Manage and maintain spare inventory for in-scope hardware devices, advising of inventory levels of in-scope hardware in accordance with Policies and Procedures
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- Track requests for new devices, spare components or peripherals
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- Fulfill requests for replacement devices, components or peripherals from the spares inventory
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- Provide ad hoc fulfillment of approved new devices, components or peripherals
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- Manage device life cycle for devices as part of ongoing refresh process
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- Provide advice to other vendors as required, on:
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- Support remote site infrastructure system software (e.g., operating systems, utilities as listed in the applicable SOW Schedules, etc.)
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- Implement and coordinate all changes to the remote site infrastructure, including those that may affect the Service Levels of any other Recurring Services SOWs and Third Parties
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- Create, maintain and provide all appropriate project plans, project time and cost estimates, technical specifications, management documentation, and management reporting in a form/format that is acceptable
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- Identify and implement opportunities to consolidate infrastructure, improve utilization, availability, and cost in conjunction
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- Provide BYOD capabilities and support
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- Support provided and standard-approved projectors that are not part of the managed teleconferencing or video conferencing services
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