A04-SOW-NERO_IT_Helpdesk-revised_0003.docx

STATEMENT OF WORK

Information Technology Help Desk Services U.S. National Park Service – Northeast Regional Office January 2024

Background

The National Park Service (NPS) – Northeast Regional Office (NERO) has utilized contractor support to provide IT Help Desk Services for the past 30 years. This has included both phone support for employee’s region-wide and onsite support for offices located in Boston and Philadelphia. Full-Time Employees (FTEs) has been located at our Boston Offices and serviced the needs of staff located at three Boston locations. Recently the Northeast Regional Office has decided to shut down operations at 15 State Street. Current Boston support locations are Lowell National Park and the Boston Navy Yard Charlestown, MA. FTE allocated in the Philadelphia office located at 1234 Market Street, Philadelphia, PA) have serviced the needs of staff located at 1234 Market Street, Philadelphia, PA. Current needs for onsite support in Boston are at the two locations mentioned above.

Scope of Work

Independently, and not as an agent of the government, the FTE shall provide all labor, supervision and expertise to provide desk side (in-person, onsite) and telephonic computer hardware and software support to the National Park Service employees located in the Northeast Region Offices located in Philadelphia at 1234 Market Street, Philadelphia, PA and in Boston at NERO Offices at Lowell National Park and Boston Navy Yard Charlestown, MA. Telephonic support only will be provided to NERO staff temporarily working or duty stationed outside of these locations. The estimated number of hours per individual FTE is 2,000 hours per year. For two (2) FTEs the total hours will be 6,000 hours per year.

Each employee will be invoiced on separate line items to account for the actual hours worked and subsequently invoiced against.

This requirement is for two (2) FTEs on this contract. The third FTE is an option line.

Invoices must reflect, and will be paid based on, the actual number of hours worked by each FTE.

IT Environment

The contractor will be providing support for FTEs who work forty hours per week on flex schedules, with the 8-hour workday between 7:00am and 6:00pm, Monday through Friday. FTE will be required to provide onsite and telephonic IT support Monday through Friday between 7:00 am and 6:00 pm.

FTE must be present on-site at both primary duty locations (1234 Market Street, Philadelphia, PA and 115 John Street Lowell MA) for 8 hours a day, Monday through Friday, between 7:00 am and 6:00 pm. (excluding holidays). The FTE will be expected to provide support in person and by phone to local employees and by phone to all other relevant employees. However, an FTE shall not be expected to work more than 8 hours per day. FTEs will be allowed flexible (staggered) 8-hour schedules to provide for coverage among them during the entire workday (7:00am – 6:00pm). Schedules will be subject to the approval of the designated NPS Contracting Officer’s Technical Representative (COTR). When FTEs are needed to provide in person support to secondary offices in Lowell, MA and at Charlestown Navy Yard.

FTEs will be provided office space in primary and secondary duty locations including Boott Mill offices in Lowell National Park and 1234 Market Street. FTEs will work within the National Park Service IT Division, which includes two branch managers and 6 information technology specialists. The IT Division supports 350 employees in the Regional Office and 82 National units in the Northeast Region. FTEs will primarily support Regional Office employees and may provide phone support to employees at Northeast Region units. Many of the regional office employees have flexible work schedules and work outside of the primary office some part of the week. FTE will be required to provide phone support for remote users.

Task Description

FTEs will provide desk side and telephonic support for desktop hardware, software and connectivity for staff located in the Northeast Regional Office locations (Boston, Lowell, and Philadelphia). Telephonic support only will be provided for staff located outside of the 5 primary and secondary office locations listed under the scope of work section. A list of hardware and software to be supported is provided at the end of this documentation. Primary support will be provided for hardware (desktop and notebook systems and peripheral devices) and software.

FTEs will operate and maintain a centralized help desk using a web-based help desk system to record all IT support requests originating from NPS personnel in the Northeast Regional Office.

FTEs will be required to analyze and resolve problems as well as escalate support requests to the NPS IT specialists as needed. Support will also involve contacting vendors, commercial technical support providers and maintenance contractors for resolution.

FTEs will install, configure, and upgrade hardware software and peripheral devices such as printers and scanners using NPS directed configurations and NPS networking standards. Computer and user accounts will adhere to NPS Active Directory guidelines including Microsoft’s Active Directory Users and Computers application. Required updates and configurations will be applied via downward directed group policies, automated scripts short message service (SMS) distribution points or manually.

FTEs will install and configure office computer equipment as needed including desktop computers, notebook computers, handheld devices, peripheral devices, components, and other such similar IT devices.

FTEs will perform upgrades to hardware and software as needed.

FTEs will work with NPS Active Directory to modify user accounts, unlock, and reset network accounts as needed.

FTEs will administer network-based computer security training course completion for new employees as needed.

FTEs will prepare end user technical instructions, manuals and troubleshooting tips as requested by NPS IT policy.

FTEs will record and maintain property records for computer equipment (transfer, removals, disposition of IT property) and reconciliation of annual NPS property inventory in accordance with NPS IT policy.

FTEs will participate in weekly meetings and planning sessions as scheduled by NPS staff.

FTEs will respond to security alerts as reported by users and as directed by the Regional IT Security Manager (RITSM). Required actions will be provided to the contractor by the RITSM. FTEs will take required actions and provide written documentation of all remediation efforts.

Technical Deliverables

FTEs provide personnel shall provide advice to the client on operational issues (e.g. workload, quality control, system configuration and performance, etc.) and participate in meetings as needed.

FTEs shall record all request for assistance, actions taken/resolution using NPS web-based help desk program.

FTEs shall respond to all support request as determined by the following classifications: (urgent and emergency request criteria will be established by NPS in conjunction with the FTEs)

FTEs shall resolve all support request as determined by the following classifications:

Routine: User contact within 48 hours.

*If requests cannot be resolved within this time frame contractor will inform user and NPS Contracting Officer’s Representative (COR) with expected resolution date.

FTEs will be required to work on various projects to support the delivery of information technology support services to users, including but not limited to the development of databases, reports, user and technical documentation and other related tasks as needed by the government.

FTEs shall record and maintain records of all computer equipment (transfers, removals, disposition of IT property) and reconcile this information concurrently with the annual NPS property inventory.

FTEs shall provide information required to maintain a life cycle replacement plan (based on a 4-year replacement cycle) for all desktop/notebook equipment assigned to regional office employees.

Contractor Personnel Security and Suitability Requirements

A. National Agency Check and Inquiries (NACI) Background Investigation

Before starting work under this contract, each FTE will need to have a basic NACI background investigation. Forms required to initiate this process will be provided to the Contractor by the COR and must be returned to the COR to be provided to the Human Resource Office to begin the process. The Human Resource Office will provide the employee fingerprint forms, which must be taken to a local police station for fingerprinting and returned to the Human Resource Office. The FTE will not be able to start work until notified that their fingerprints have been cleared. The FTE will also need to complete the NPS IT Security training and provide a printed copy of the completion certification prior to gaining access to NPS computers. This training takes 1-2 hours to complete.

B. Credentialing (PIV)

In addition to the basic NACI background and investigation, performance of this contract requires the FTEs to have a federal government-issued Personal Identity Verification (PIV) credential to perform certain duties, such as access to government buildings, and routine, unsupervised access to NPS networks. The cost to obtain the PIV credentials must be paid by the Contractor and the approximate cost is $350.00 (amount subject to change).

During performance of the contact, the contractor must keep the COR appraised of the changes in personnel to ensure that performance is not delayed by compliance with credentialing processes. Cards that have been lost, damaged or stolen must be reported to the COR and Issuing Office within 24 hours. If reissuance of expired credentials is needed, the contractor must coordinate with the COR.

At the end of the contract performance, or when an FTE is no longer working under this contract, the contractor must ensure that all identification cards are returned to the COR.

1. Credentialing Request

The Contracting Officer’s Representative (COR) is the requesting official and will make arrangements through the NPS Access Card sponsor for personal identity verification and Department of Interior (DOI) Access Card issuance. The contractor must make their FTEs available at the place and time specified by the COR or DOI Access Card sponsor in order to initiate the credentialing process. If an FTE has already been credentialed by another agency OPM, and that credential has not yet expired, further investigation may not be necessary. In that case, the contractor must provide the COR with documentation that supports the FTE’s credentialed status.

2. Enrollment

When a valid email address has been created for the FTE, the process will begin for the DOI Access Card. The COR will request the email account and will notify the HR Specialist to begin the enrollment process in USAccess. The FTE shall receive an email within 15 to 30 minutes from HSPD-12 and/or USAccess. When the email is received, the FTE will need to follow the instructions to make an appointment and collect the types of identification required. The FTE will begin the enrollment process at https://app3.timetrade.com/tc/login.do?url=usaccess to find the most conveniently located enrollment center. Once this process is complete, the FTE will receive an email stating that the card is ready for pick-up at the GSA location to certify and activate the card. The Human Resource Specialist (Adjudicator) will provide the information USAccess to initiate the process.

3. Activation

Once the enrollment process begins, the FTE will need to bring two pieces of identification to the Credentialing Center to start the activation process.

FTEs will follow all NPS and DOI computer security.

FTEs will be required to read and sign the NPS document, “NPS Responsibility for Computer Use”, acknowledging their understanding of NPS computer security requirements, Contractor and FTEs will be required to report all computer security related incidents to the NER Security Manager and/or appropriate staff.

All FTEs will be required to take annual DOI Security Training.

Contractor will also provide resumes or other documentation necessary to reasonably verify the credentials of the assigned FTE upon Government request. The Government reserves the right to approve or to disapprove of the assignment of any FTE to provide services.

Expertise

Prior experience relating to information technology applications supporting National Parks is required, therefore, any FTE with such experience should be provided, as is reasonable.

FTEs should be familiar with the commercial hardware and software identified in this task.

FTEs providing the support services must have knowledge of LAN/WAN connectivity and be able to troubleshoot network connections at the desktop and for remote users.

FTEs (supporting Boston and Lowell MA sites) should have expertise in network server and tape backup system configuration and maintenance.

FTEs should have excellent interpersonal skills and the ability to deal effectively with users at the variety of skill levels. FTEs will be required to interact with all levels of staff up to and including the Regional Director.

FTEs will be responsible for the installation and configuration of computer equipment and may require the ability to lift components weighing 50 pounds or more and move them short distances.

FTEs should have expertise in Microsoft Operating Systems, Microsoft Active Directory, Adobe, Teams, Global Protect and Microsoft Office Suites and others as listed below.

FTEs should have experience with Internet protocols and services.

FTEs should have experience in technical documentation and be able to develop technical guides/instructions for users as instructed by NPS IT staff.

FTEs should have experience with helpdesk support applications such as the Footprint ticketing system.

Government-Furnished Resources

Facilities, Supplies and Services

The National Park Service will provide office space, equipment, and software for all FTEs. All government resources shall be returned to the client upon completion of this task.

Documentation

Operational manuals on LAN and PC systems, IT Security requirements, division operating procedures and orientation on administrative procedures will be provided by onsite staff.

Points of Contact

NPS Contracting Officer’s Technical Representative (COTR):

Diane Jackson

Period Of Performance The Period of Performane will be from 8/31/2024 to 8/30/2025. The year of service will include three (3) FTEs.

Estimated number of hours per year (12 months) is 2,000 per FTE for a total of 6,000 hours per year for three (3) FTEs.

Contactor will provide a firm fixed price quote for three (3) FTEs to provide services for all locations discribed herein durning the hours listed below.

Place of Perfomance

The primary duty locations are the Easton Building –Boot Mill at 115 John Street Lowell MA 1234 Market Street in Phildelphia, Secondary duty location will be. Occasional site visits will also be required to provide in person support at the Boston Navy Yard located in Charlestown, MA. These locations are within the local commuting area and are not considered travel under this contract.

Hours Regular Hours: The contractor shall provide onsite and telephonic support between the hours of 7:00am – 6:00pm, Monday through Friday, except Federal holidays. FTEs will be allowed flexible 8 hours schedules to provide for coverage during the entire work day (7:00am – 6:00pm). Schedules will be subject to the approval of the designated NPS COTR.

Overtime: Overtime will be authorized in emergency situations such as network failure and/or activation of the Northeast Region Continuity of Operations Plan (COOP). The COR will identify which task are necessary during this emergency and which FTE will be required to report to work or work additional hours Travel: Travel may be required. If a need for travel arises to attend meetings or provide support, NPS will request a modification to the existing contract to accommodate any special need during the period of this contract.

Invoicing Invoicing shall be in accordance with the DOI ELECTRONIC INVOICING, Electronic Invoicing and Rayment Requirements – Internet Payment Platform (IPP) (September 2011) – See Contract Administration Data (below) for the full clause. The Period of Performance (POP) for each invoice will be one calendar month, and payment will be based on actual hours worked. The Contractor shall submit only one invoice per month, with separate lines for each FTE. Timesheets will be verified by NPS Contracting Officers Technical Representative monthly prior to payment.

Support Hardware and Software

Mibile Devices Management Software (MaaS360) Juniper/ Secure Pulse VPN Remote Desktop Encryption Software Smartcard client access Microsoft Terminial Services clients Norton Symantec Anitverius clients Micosoft DHCP, DNS and TCP/IP protocol Autodesk’s Auto CAD DOI programs: Federal Finance System (FFS), FBMS, Gov Trip, QuickTime NPS programs: PMIS and AFS

Personal computer components Network Servers (Boston area only) Peripheral devices (printers – standalone and network, smartphones (iPhones and andriod devices), plotters, scanners, external backup devices, USB keys, handheld devices such as iPads) Ethernet connection/network cards RAM upgrades

Standards and References NPS standards and procedures will be made available upon task initiation.

Computer operations will conform to NPS standards and procedures as documented reference materials available to onsite FTEs.