MAS - Focused Management, Inc. - 47QTCA22D00C1

FOCUSED MANAGEMENT, INC.

GENERAL SERVICES ADMINISTRATION

FEDERAL ACQUISITION SERVICE

AUTHORIZED MULTIPLE AWARD SCHEDULE CATALOG/PRICE LIST

General Purpose Commercial Information Technology Equipment, Software and Services

54151S– IT Professional Services

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order is available through GSA Advantage!, a menu-driven database system. The INTERNET address for GSA Advantage! is http://www.gsaadvantage.gov

CONTRACT NUMBER: 47QTCA22D00C!

For more information on ordering from Federal Supply Schedules click on the GSA Schedules link at www.gsa.gov

Focused Management, Incorporated 6354 Walker Lane, Suite 101 Alexandria, Virginia 22310 Phone: (703) 922-9600 Fax: (703-922-9607) Website: WWW.Focusedmgmtinc.com

Period Covered by Contract: August 12, 2022 through August 11, 2027 Supplement No.: Refresh #14 Effective Date: 08/12/2022

General Services Administration Federal Supply Service

CUSTOMER INFORMATION:

1a. Table of Awarded Special Item Numbers:

54151ECOM (Electronic Commerce and Subscription Services) 54151HACS (Highly Adaptive Cybersecurity Services (HACS)) 54151S (IT Professional Services)

54151 (Software Maintenance Services)

541519CDM (Continuous Diagnostics and Migration (CDM) Tools) 541519ICAM (Identity, Credentialing and Access Management (ICAM)) 541519PIV (Homeland Security Presidential Directive 12 Product and Service Components) 541519PKI (Public Key Infrastructure (PKI) Shared Service Providers (PKI SSP) Program) 611430TTS (Technical Training and Support (TTS)) 541990TAD (Technical/Application Development Support (TADS)) 541330SEC (Security System Integration, Design Management, and Life Cycle Support) DD01 Internet Publishing and Broadcasting and Web Search Portals

DJ01 Custom Computer Programming Services/Computer Systems Design Services

DA02 Custom Computer Programming Services/Computer System Design Services/Other Computer Related Services/Computer Facilities Management Services

DA01 Custom Computer Programming Services/Computer Systems Design Services/Other Computer Related Services

DA05 Software Publishers

DA06 Other Computer Related Services

DA02 Other Computer Related Services

R499 Professional and Management Development Training/All Other Professional, Scientific and Technical Services

R408 Engineering Services

3. Minimum Order: $100.00

6354 Walker Lane, Suite 101 Alexandria, VA 22310

6354 Walker Lane, Suite 101 Alexandria, VA 22310

14. Ordering Procedures: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA’s) are found in Federal Acquisition Regulation (FAR) 8.405-3

15. Warranty/Guarantee Provision:

16. Export Packing Charges:

17. List of Participating Dealers:

18. Environmental Attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants):

19. Section 508 Compliance:

22. Trade Agreements Act of 1979, as Amended: All items are U.S. made end products, designated country end products, Caribbean Basin country end products, Canadian end products, or Mexican end products as defined in the Trade Agreements Act of 1979, as amended.

26. Federal Telecommunication Standards (FED-STDS): Telecommunication products under this Schedule that do not conform to Federal Telecommunication Standards (FED-STDS) should not be acquired unless a waiver has been granted in accordance with the applicable "FED-STD." Federal Telecommunication Standards are issued by the U.S. Department of Commerce, National Institute of Standards and Technology (NIST), pursuant to National Security Act. Ordering information and information concerning the availability of FED-STDS should be obtained from the GSA, Federal Acquisition Service, Specification Section, 470 East L’Enfant Plaza, Suite 8100, SW, Washington, DC 20407, telephone number (202)619-8925. Please include a self-addressed mailing label when requesting information by mail. Information concerning their applicability can be obtained by writing or calling the U.S. Department of Commerce, National Institute of Standards and Technology, Gaithersburg, MD 20899, telephone number (301)975-2833.

Agencies can browse GSA Advantage! by accessing the Internet World Wide Web utilizing a browser (ex.: NetScape). The Internet address is http://www.gsaadvantage.gov

30. Purchase of Open Market Items: Note: Open Market Items are also known as incidental items, noncontract items, non-Schedule items, and items not on a Federal Supply Schedule contract. ODCs (Other Direct Costs) are not part of this contract and should be treated as open market purchases. Ordering Activities procuring open market items must follow FAR 8.402(f).

For administrative convenience, an ordering activity contracting officer may add items not on the Federal Supply Multiple Award Schedule (MAS) -- referred to as open market items -- to a Federal Supply Schedule blanket purchase agreement (BPA) or an individual task or delivery order, only if-

None Upon request of the Contractor, the ordering activity may provide the Contractor with logistics support, as available, in accordance with all applicable ordering activity regulations. Such ordering activity support will be provided on a reimbursable basis, and will only be provided to the Contractor's technical personnel whose services are exclusively required for the fulfillment of the terms and conditions of this contract.

33. Blanket Purchase Agreements (BPAs): The use of BPAs under any schedule contract to fill repetitive needs for supplies or services is allowable. BPAs may be established with one or more schedule contractors. The number of BPAs to be established is within the discretion of the ordering activity establishing the BPA and should be based on a strategy that is expected to maximize the effectiveness of the BPA(s). Ordering activities shall follow FAR 8.405-3 when creating and implementing BPA(s).

34. Contractor Team Arrangements: Contractors participating in contractor team arrangements must abide by all terms and conditions of their respective contracts. This includes compliance with Clauses 552.238-74, Industrial Funding Fee and Sales Reporting, i.e., each contractor (team member) must report sales and remit the IFF for all products and services provided under its individual contract.

35. Installation, Deinstallation, Reinstallation: The Davis-Bacon Act (40 U.S.C. 276a-276a-7) provides that contracts in excess of $2,000 to which the United States or the District of Columbia is a party for construction, alteration, or repair (including painting and decorating) of public buildings or public works with the United States, shall contain a clause that no laborer or mechanic employed directly upon the site of the work shall receive less than the prevailing wage rates as determined by the Secretary of Labor. The requirements of the Davis-Bacon Act do not apply if the construction work is incidental to the furnishing of supplies, equipment, or services. For example, the requirements do not apply to simple installation or alteration of a public building or public work that is incidental to furnishing supplies or equipment under a supply contract. However, if the construction, alteration or repair is segregable and exceeds $2,000, then the requirements of the Davis-Bacon Act applies.

The ordering activity issuing the task order against this contract will be responsible for proper administration and enforcement of the Federal labor standards covered by the Davis-Bacon Act. The proper Davis-Bacon wage determination will be issued by the ordering activity at the time a request for quotations is made for applicable construction classified installation, deinstallation, and reinstallation services under SIN 132-8 or 132-9.

This order is placed under written authorization from _______ dated _______. In the event of any inconsistency between the terms and conditions of this order and those of your Federal Supply Schedule contract, the latter will govern.

38. Software Interoperability: Offerors are encouraged to identify within their software items any component interfaces that support open standard interoperability. An item’s interface may be identified as interoperable on the basis of participation in a Government agency-sponsored program or in an independent organization program. Interfaces may be identified by reference to an interface registered in the component registry located at http://www.core.gov.

39. Advance Payments: A payment under this contract to provide a service or deliver an article for the United States Government may not be more than the value of the service already provided or the article already delivered. Advance or pre-payment is not authorized or allowed under this contract. (31 U.S.C. 3324)

TERMS AND CONDITIONS APPLICABLE TO INFORMATION TECHNOLOGY (IT)

PROFESSIONAL SERVICES (SPECIAL ITEM NUMBERS 54151S)

****NOTE: All non-professional labor categories must be incidental to, and used solely to support professional services, and cannot be purchased separately.

(2) Terminate the work covered by the order as provided in the Default, or the Termination for Convenience of the Government, clause of this contract.

(b) If a stop-work order issued under this clause is canceled or the period of the order or any extension thereof expires, the Contractor shall resume work. The Contracting Officer shall make an equitable adjustment in the delivery schedule or contract price, or both, and the contract shall be modified, in writing, accordingly, if-

(1) The stop-work order results in an increase in the time required for, or in the Contractor's cost properly allocable to, the performance of any part of this contract; and

(2) The Contractor asserts its right to the adjustment within 30 days after the end of the period of work stoppage; provided, that, if the Contracting Officer decides the facts justify the action, the Contracting Officer may receive and act upon the claim submitted at any time before final payment under this contract.

In accordance with FAR 52.212-4 CONTRACT TERMS AND CONDITIONS--COMMERCIAL ITEMS (MAR 2009) (DEVIATION I - FEB 2007) for Firm-Fixed Price orders and FAR 52.212-4 CONTRACT TERMS AND CONDITIONS COMMERCIAL ITEMS (MAR 2009) (ALTERNATE I OCT 2008) (DEVIATION I – FEB 2007) applies to Time-and-Materials and Labor-Hour Contracts orders placed under this contract.

7. RESPONSIBILITIES OF THE CONTRACTOR

The Contractor shall comply with all laws, ordinances, and regulations (Federal, State, City, or otherwise) covering work of this character. If the end product of a task order is software, then FAR 52.227-14 (Dec 2007) Rights in Data – General, may apply.

8. RESPONSIBILITIES OF THE ORDERING ACTIVITY

Subject to security regulations, the ordering activity shall permit Contractor access to all facilities necessary to perform the requisite IT Professional Services.

9. INDEPENDENT CONTRACTOR

All IT Professional Services performed by the Contractor under the terms of this contract shall be as an independent Contractor, and not as an agent or employee of the ordering activity.

“Contractor” means the person, firm, unincorporated association, joint venture, partnership, or corporation that is a party to this contract.

“Contractor and its affiliates” and “Contractor or its affiliates” refers to the Contractor, its chief executives, directors, officers, subsidiaries, affiliates, subcontractors at any tier, and consultants and any joint venture involving the Contractor, any entity into or with which the Contractor subsequently merges or affiliates, or any other successor or assignee of the Contractor.

An “Organizational conflict of interest” exists when the nature of the work to be performed under a proposed ordering activity contract, without some restriction on ordering activities by the Contractor and its affiliates, may either (i) result in an unfair competitive advantage to the Contractor or its affiliates or (ii) impair the Contractor’s or its affiliates’ objectivity in performing contract work.

b. To avoid an organizational or financial conflict of interest and to avoid prejudicing the best interests of the ordering activity, ordering activities may place restrictions on the Contractors, its affiliates, chief executives, directors, subsidiaries and subcontractors at any tier when placing orders against schedule contracts. Such restrictions shall be consistent with FAR 9.505 and shall be designed to avoid, neutralize, or mitigate organizational conflicts of interest that might otherwise exist in situations related to individual orders placed against the schedule contract. Examples of situations, which may require restrictions, are provided at FAR 9.508.

11. INVOICES

The Contractor, upon completion of the work ordered, shall submit invoices for IT Professional Services. Progress payments may be authorized by the ordering activity on individual orders if appropriate. Progress payments shall be based upon completion of defined milestones or interim products. Invoices shall be submitted monthly for recurring services performed during the preceding month.

12. PAYMENTS

For firm-fixed price orders the ordering activity shall pay the Contractor, upon submission of proper invoices or vouchers, the prices stipulated in this contract for service rendered and accepted. Progress payments shall be made only when authorized by the order. For time‑and‑materials orders, the Payments under Time‑and‑Materials and Labor‑Hour Contracts at FAR 52.212-4 (MAR 2009) (ALTERNATE I – OCT 2008) (DEVIATION I – FEB 2007) applies to time‑and‑materials orders placed under this contract. For labor‑hour orders, the Payment under Time‑and‑Materials and Labor‑Hour Contracts at FAR 52.212-4 (MAR 2009) (ALTERNATE I – OCT 2008) (DEVIATION I – FEB 2007) applies to labor‑hour orders placed under this contract. 52.216-31(Feb 2007) Time-and-Materials/Labor-Hour Proposal Requirements—Commercial Item Acquisition. As prescribed in 16.601(e)(3), insert the following provision:

(1) The offeror;

(2) Subcontractors; and/or

(3) Divisions, subsidiaries, or affiliates of the offeror under a common control.

13. RESUMES

Resumes shall be provided to the GSA Contracting Officer or the user ordering activity upon request.

14. INCIDENTAL SUPPORT COSTS

Incidental support costs are available outside the scope of this contract. The costs will be negotiated separately with the ordering activity in accordance with the guidelines set forth in the FAR.

15. APPROVAL OF SUBCONTRACTS

The ordering activity may require that the Contractor receive, from the ordering activity's Contracting Officer, written consent before placing any subcontract for furnishing any of the work called for in a task order.

16. DESCRIPTION OF IT PROFESSIONAL SERVICES AND PRICING

See below.

LABOR CATEGORY DESCRIPTIONS FOR SIN 132-51, INFORMATION TECHNOLOGY PROFESSIONAL SERVICES Labor Category: Project Manager Functional Responsibility Manages projects and teams involving the management and operation of support services environment. Responsible for project planning, budgeting and resource management, in addition to the analysis and evaluation of the customer-specific business and technology environment. Will develop sound technical recommendations to improve the services being provided to the customer and enhance the operating environment. The PM will be knowledgeable and possess a thorough understanding of the principles of associated technologies, management practices and industry standards, and the limitations and strengths of various support methodologies. The PM will use project management tools such as MS-Project and Excel to develop and monitor schedules and milestones; will provide briefings and reports for customers as needed; and will be responsible for the overall quality of performance in executing the terms of the contract.

Education/Experience Minimum eight years of experience in a related business and technology environment, including at least three years of management/supervisory experience. Must possess a B.S. degree or equivalent in an associated discipline.

Labor Category: Senior Information Technology Specialist Functional Responsibility Provides highly technical and specialized guidance and solutions to complex information technology problems. Performs elaborate analyses and studies. Prepares reports and gives presentations. Works independently or as a member of a team. May serve as Contractor Task order Project Manager.

Education/Experience Minimum eight years or progressive experience in the field of information technology, including six years of specialized experience in numerous, highly specialized IT disciplines involving a wide range of hardware/software solutions. Demonstrates very good oral and written communications skills.

Labor Category: Senior Systems Administrator Functional Responsibility Schedules, coordinates, assists, and oversees installations, upgrades, and maintenance. Performs initial configuration and setup of system; monitors system resources daily; makes recommendations for upgrades; and trouble shoots hardware, software, and network problems within the system. Performs system tuning to enhance performance; develops backup schedules according to project and system requirements. Tests new and updated operating system software, system file fixes and major product enhancements. Reconfigures system and COTS software as required. Configures project and user environments; adds, deletes and modifies user accounts and user groups. Configures system security according to all appropriate security regulations and standards. Creates a system disaster recovery plan. Provide training and technical assistance as required. Works closely with project office, customer, users, and vendors.

Education/Experience Ten years of progressive experience in the field of information technology, including eight years of specialized experience in numerous, highly specialized information technology disciplines involving a wide range of hardware/software solutions. At least four years of concentrated, hands-on experience in Unix Systems Administration.

Labor Category: Senior Unix Systems Administrator I Functional Responsibility Schedules, coordinates, assists, and oversees installations, upgrades, and maintenance. Performs initial configuration and setup of system; monitors system resources daily; makes recommendations for upgrades; and trouble shoots hardware, software, and network problems within the system. Performs system tuning to enhance performance; develops backup schedules according to project and system requirements. Tests new and updated operating system software, system file fixes and major product enhancements. Reconfigures system and COTS software as required. Configures project and user environments; adds, deletes and modifies user accounts and user groups. Configures system security according to all appropriate security regulations and standards. Creates a system disaster recovery plan. Provide training and technical assistance as required. Works closely with project office, customer, users, and vendors.

Education/Experience Eight years of progressive experience in the field of information Technology, including six years of specialized experience in numerous, highly specialized information technology disciplines involving a wide range of hardware/software solutions. At least four years of hands-on, concentrated experience in Unix systems administration. Demonstrates very good oral and written communications skills.

Labor Category: Unix Systems Administrator Functional Responsibility Monitors system resources daily and trouble shoots hardware, software, and network problems within the system. Tests new and updated operating system software, system file fixes and major product enhancements. Provides technical assistance to identify and analyze critical problems and issues in corporate systems. Reconfigures system and COTS software as required. Configures project and user environments; adds, deletes and modifies user accounts and user groups.

Education/Experience Minimum six years of progressive experience in the field of information Technology, including four years of specialized experience in numerous, highly specialized information technology disciplines involving a wide range of hardware/software solutions. At least three years of hands-on, concentrated experience in Solaris systems administration. Demonstrates very good oral and written communications skills.

Labor Category: Principal Software Engineer II Functional Responsibility Organizes and coordinates the efforts of the teams to insure the deployment of software products to the client. Works with the client to define the Integrations, Test and Deployment plan for each software release. Assist in the coordination of content, scheduling and deployment activities for each software release. Responsible for insuring compliance with the Enterprise Life-Cycle Methodology. Develops test and deployment plans and procedures in accordance with a prescribed methodology; trains and mentors other test team members, using Rational test tools for functional and performance testing in an object-oriented environment; performs problem tracking and reporting; assists with prep and support for executive briefings; and performs other duties as needed.

Education/Experience Minimum bachelor’s degree and seven years general experience in information technology. General experience includes a minimum two years’ experience on integration, test, or deployment projects. Specifically, tester possess at least 2 years in the following technologies: object-oriented testing, CM automated test tools, incremental life cycle methodology, and problem tracking and reporting.

Labor Category: Principal Software Engineer I Functional Responsibility Develops and applies advanced methods, theories, and research techniques in the evaluation and development of highly complex software application and problems. Manages software development and support using formal specifications, data flow diagrams, other accepted design techniques, and CASE tools. Analyzes designs, develops, tests, and debugs computer software in support of distinct product hardware (computer or other electrical/electronic device) or technical (computer) service line(s) or business. Activities range from operating system architecture, through integration and software design, to selection of computer systems, languages, and equipment. Reviews existing programs and makes required refinements, reducing operating time, and improving current techniques.

Education/Experience Minimum bachelor’s degree and seven years general experience in information technology and software development.

Labor Category: Senior Information Technology Security Specialist Functional Responsibility Reviews and assesses current and proposed systems in order to determine potential risks and mitigation strategies. Prepares necessary documentation to have new systems accredited and certified. Applies security requirements against design aspects of components in recognizing vulnerabilities, assessing probability of exploitation, and proposing additional counter measures. Leads the development of documentation regarding findings and recommendations. Functions as a security liaison.

Education/Experience Minimum Master of Science degree in computer systems engineering, systems development, systems analysis, operations analysis/operations research, or related area. Minimum 3-5 years of hands-on experience in computer security or information security.

Labor Category: Systems Engineer Functional Responsibility Works closely with Tier II Project Office personnel to develop and implement key policies, procedures, and plans for controlling and monitoring Tier II consolidation; assisting personnel manage the migration of Application System Projects from the current environment (over 700 obsolete Tier Ii platforms) to SUN E10K/E15K systems. Interacts extensively with customer and chairs working groups. Uses knowledge of computer systems, the software development process life cycle, risk management, telecommunications, and budget processes.

Education/Experience Minimum bachelor’s degree or equivalent in Computer Science or Information Management and six years’ experience. Good interpersonal and communication (verbal and written), experience in developing and implementing policies, plans, and procedures; extensive use of MS Project and MS Access. Project expertise required.

Labor Category: Systems Configuration Management Specialist Functional Responsibility Participates in defining and documenting processes and procedures for configuration management, integration and integration testing, and quality assurance. Ensures consistency among these various areas and well-defined turnover points between each area. Reviews and evaluates software products and services for adherence to government directives, standards, and guidelines. Participates in defining and documenting roles and responsibilities of external groups, such as development organizations, operations, etc. Updates security certification documentation.

Education/Experience Bachelor’s degree and a minimum of four years’ experience in systems analysis and development for formal documentation for government agencies. Experience with CM and CMM processes and procedures. Strong writing skills and excellent customer interface skills. Familiarity with full software development life cycle and implementation of a controlled software.

Labor Category: Database Administrator II Functional Responsibility Ensures efficient operation of a multi-computer site that supports database administration, analysis, and report production; data dictionary administration, and system development. Performs database administration, backups and recoveries, and works with users to resolve database questions or problems. Has extensive knowledge and experience in information technology. Provides highly technical and specialized solutions to complex information technology problems. Installs new versions of INFORMIX and Oracle DBMS software and application use of the DBMS. Provides guidance to the field for upgrade installations, performs upgrades, and conducts performance tuning. Coordinates and organizes teleconferences to keep all affected users advised of all changes to the corporate platforms. Functions as a liaison between project groups. Prepares reports. Demonstrates good oral and written communications skills.

Education/Experience Eight years of progressive experience in the field of information technology, including four years of experience in Informix database administration. Experience involving a wide range of hardware/software solutions.

Labor Category: Programming Specialist Functional Responsibility Analyzes designs, develops, tests, and debugs computer software in support of distinct product hardware (computer or other electrical/electronic device) or technical (computer) service line(s) or business. Activities range from operating system architecture, through integration and software design, to selection of computer systems, languages, and equipment.

Education/Experience Minimum bachelor’s degree and four years of general experience in information technology and software development.

Labor Category: Senior Network Engineer Functional Responsibility Duties include network administration, network maintenance, network performance optimization, and troubleshooting, network addressing, network analysis and monitoring, performing network backup and restores, and server hardware troubleshooting. Resolves problems that cannot be resolved by the Network Technicians. Provides preventative maintenance for the Local Area Network (LAN) and the Wide Area Network (WAN). Also participates in systems feasibility studies concerning data communications, data networks, data access, and evaluations. Plans, coordinates, and participates in design of network architectures, data communication systems, and data transmission networks.

Education/Experience Minimum bachelor’s degree in a related discipline and five years of progressively more difficult ADP experience in systems analysis and data communications, including multi-platform integration, local/wide area network design and implementation, and network performance monitoring and optimization.

Labor Category: Equipment Maintenance Technician Education Bachelor's Degree, or equivalent experience, in Information systems Engineering, Computer Science, Engineering or Business, or another related field. Advanced Degree may substitute for years of experience.

Responsibility Responsibilities include the management and maintenance required to provide premises-equipment support. This includes: computers, laptops, desktops, printers, copiers, audiovisual, video cameras, projectors, Plasma TV's, LCD monitors and other office equipment.

Experience Must have at least three years of experience.

Labor Category: Help Desk Manager Education Bachelor’s Degree in Business, Information Systems Engineering, Computer Science, Engineering, Business, or another related field.

Role & Responsibilities Supervises and coordinates activities of workers who provide product, technical, and problem-solving support to computer users by performing the following duties.

Essential Duties and Responsibilities: (Other duties may be assigned)

· Establishes help desk system for task management and tracking, and selects appropriate database and workflow tools.

· Creates systems for responding to customer inquiries via telephone, online networks, and mail.

· Communicates with programmers regarding bugs and follows up to ensure fixes are received and tested.

· Advises upper management on product development issues arising from product problems identified through technical support calls with customers.

· Advises technical writers on user documentation.

· Completes, maintains, and processes pertinent paperwork and records.

· Plans and schedules levels of support according to product release schedules.

· Assists in final testing of new products.

· Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management.

· Trains help desk staff (or technical support specialists) to answer and resolve incoming calls.

· Solves, or assists help desk representatives in solving, non-routine or complex software, hardware, and procedure problems.

· Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.

· Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.

· Writes recommendations for management review.

· Coordinates installation of hardware and software, and implementation of procedure changes.

Experience Must have between 2-5 years’ experience. Good writing and verbal skills to communicate well with personnel and clients. Language Skills: Working proficiency in English (written and oral); ability to communicate clearly with clients and colleagues in a work environment.

Labor Category: Help Desk Specialist Education Bachelor’s Degree in Business, Information Systems Engineering, Computer Science, Engineering, Business, or another related field.

Role & Responsibilities Investigates and resolves software and hardware problems of computer users by performing the following duties:

· Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

· Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

· Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.

· Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

· Logs and tracks calls using problem management database, and maintain history records and related problem documentation.

· Prepares standard statistical reports, such as help desk incident reports.

· Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

· Consults with programmers to explain software errors or to recommend changes to programs.

· Calls software and hardware vendors to request service regarding defective products.

· Test software and hardware to evaluate ease of use and whether product will aid user in performing work.

· Writes software and hardware evaluation and recommendation for management review.

· Writes or revises user training manuals and procedures.

· Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.

· Installs personal computers, software, and peripheral equipment.

Experience Must have between 1-3 years’ experience. Good writing and verbal skills to communicate well with personnel and clients. Language Skills: Working proficiency in English (written and oral); ability to communicate clearly with clients and colleagues in work environment.

Labor Category: Information Services Consultant Education Bachelor’s Degree in Business, Information Systems Engineering, Computer Science,…