Statement of Work_AMK-224_04-20-2026.pdf

U.S. DEPARTMENT OF TRANSPORTATION

FEDERAL AVIATION ADMINISTRATION

STATEMENT OF WORK

TELECOMMUNICATIONS

INFRASTRUCTURE

TECHNICAL/MANAGEMENT SUPPORT SERVICES FOR

THE

MIKE MONRONEY AERONAUTICAL CENTER (MMAC)

MIKE MONRONEY AERONAUTICAL CENTER (MMAC)

TELECOMMUNICATIONS SECTION AMK-224

20 April 2026

Table of Contents Part I General Information

A. Introduction 1.0Introduction 1.1Background 1.2Scope of Work B.Applicable Documents

1.0 Applicable Documents

C. Acronyms/Terms

1.0 Acronyms/Terms

Part IIRequirements A.Work Requirements 1.0Program Management 1.1Technical Support Tasks 1.2Managerial Support Tasks 1.3Administrative Support Tasks B.Staffing Requirements 1.0Personnel 1.1Onsite Staffing C.Training Requirements 1.0Contractor Provided Training 1.1Goverment Provided Training D.Travel Requirements 1.0Required Travel 1.1Travel Reimbursements E.Correspondence Requirements 1.0Written Correspondence F.Quality Requirements 1.0Quality Control 1.1Quality Control Plan 1.2Quality Assurance Surveillance Plan G.Contract Transition 1.0Transition Plan 1.1Phase In 1.2Phase Out

Part IIISupporting Information A. Place of Performance and Hours of Operation

1.0 Place of Performance

1.1 Hours of Operation and Point of Contact

1.2 Period of Performance……………………………………………………………….15

B. Government and Contractor Furnished Items

1.0 Government Furnished Items

1.1 Government Furnished Services

1.2 Contractor Furnished Items

1.3 Government Furnished Equipment

C. Contract Data Requirements List (CDRL)

1.0 CDRL Deliverables

1.1List of CDRL's D. Contract Management Information System (CMIS) tool

1.0 CMIS requirement

Part 1 – General Information

A. Introduction

1.0 Introduction

The Mike Monroney Aeronautical Center (MMAC) is a major organizational complex representing the Federal Aviation Administration (FAA), Department of Transportation (DOT), and other Federal agencies. The Aeronautical Center supports the safe and efficient operation of national and international aviation systems and provides competitive business solutions for its customers.

The Enterprise Services Center (ESC) is an organization located at MMAC. ESC operates as a Federal Financial Shared Service Provider; one of four federal financial management Centers of Excellence as designated by the Office of Management and Budget (OMB) to provide integrated business services and solutions to the Federal Government. ESC operates under a “fee-for-service” principle, which encourages business-like decisions creating more cost awareness and increased customer focus.

In furtherance of its Shared Service Provider designation, ESC focuses on external sales to the federal government market and improving internal operations. ESC actively pursues new business in support of the Government’s initiative for cross-agency servicing using Shared Service Providers, thereby realizing economies of scale. ESC consists of the AMK-1 Director, AMK-10 Business Relationship & Project Management Office, AMK-20 Business & Resource Support Office, AMK-200 the Information & Digitial Services (I&DS) Division, and AMK-300 Financial Services & Task Automation Division.

AMK-200 the Information & Digital Services (I&DS) Division provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology and media services. The activities augment and amplify the business processes of local and national federal missions at departmental and agency levels supported by the Office of Management and Budget (OMB) Shared Service Provider (SSP) and General Services Administration (GSA) designations that the ESC maintains. Within the AMK-200 Organizational chart is AMK-260 Customer Service Center (CSC) Branch.

The Information & Digital Services Division (AMK-200) provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology and media services.

AMK-220

Systems Operations & Managed

Services Branch

AMK-224

Telecommunications Services

1.1 Background

This effort requires a support services contractor to provide technical and management support services for the Mike Monroney Aeronautical Center (MMAC) telecommunications infrastructure. The MMAC’s telecommunications infrastructure consists video teleconferencing equipment, fiber and copper infrastructure, networks/switches/routers, wireless access points and Avaya Voice-Over-Internet Protocol telephones, Distributed Antenna System (DAS) providing wireless cellular connectivity, and associated AC and DC power equipment. The ESC telecommunications Services provides critical infrastructure support for the MMAC backbone network (MMAC Net) and the MMAC Internet Access Point (MMAC TIC). Additionally, the ESC Telecommunications Services provides support services to the FAA Voice Enterprise Services (FAVES) systems and the FAA Telecommunications Infrastructure (FTI) LAN/WAN/FRAC and operational systems located at the MMAC.

1.2 Scope

The contractor must provide experienced, qualified management and technical personnel to maintain, repair, troubleshoot, and perform changes the MMAC telecommunications infrastructure. The contractor must make available all personnel and services necessary to assist the Federal Aviation Administration MMAC in accomplishing its mission. The contractor may also be required to interface with other contractors, commercial telecommunications companies, equipment manufacturer representatives, engineers, and various agencies, departments and other government organizations relative to maintenance, enhancements, and removals of the MMAC telecommunications infrastructure.

B. Applicable Documents

1.0 Applicable Documents

Document No. Description Distribution

Technical Attachment 1 Document Listing (Division 27)

Available with the solicitation

Technical Attachment 2 Government Furnished Equipment Available with the solicitation

Technical Attachment 3 3.2.2.3-33 Order of Precedence (March 2009)

Available with the solicitation in Section I

C. Acronyms/Terms

1.0 Acronyms/Terms

The following acronyms/terms apply to this SOW:

CCT Cisco Certified Technicians CCNP Cisco Certified Network Professional CCIE Cisco Certified Internetwork Expert represents Cisco's highest certification Cisco ISE Cisco Identity Services Engine (ISE) COR Contracting Officer’s Representative FAA Federal Aviation Administration FTI FAA Telecommunications Infrastructure GFE Government Furnished Equipment LAN Local Area Network LTE Long Term Evolution MMAC Mike Monroney Aeronautical Center MPLS Multiprotocol Label Switching SME Subject Matter Expert SOW Statement of Work TIPT Telecommunications Infrastructure Planning Team VOIP Voice over Internet Protocol WAN Wide Area Network

*******************Definitions********************** CCNA CCNA stands for Cisco Certified Network Associate, which is an entry-level certification offered by Cisco. It validates foundational knowledge in networking and equips professionals with essential skills in network fundamentals, IP connectivity, security fundamentals, and automation. The CCNA certification is widely recognized in the IT industry as a foundational step for careers in networking roles.

DNAC Cisco DNA Center (DNAC) is a network management and automation platform.

It provides a centralized dashboard for designing, provisioning, and managing network devices and services. It's commonly used for automating network configurations, deploying software updates, and monitoring network health, using software-defined networking (SDN) principles and intent-based networking.

IoT Internet of Things (IoT) refers to a network of physical devices, vehicles, appliances, and other physical objects that are embedded with sensors, software, and network connectivity, allowing them to collect and share data.

ITIL Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.

NAT/PAT Network Address Translation (NAT) and Port Address Translation (PAT) are essential technologies in networking, primarily used to address the shortage of IPv4 addresses, enhance security, and improve routing efficiency.

RADIUS Remote Access Dial-In User Service (RADIUS) is an open standard protocol used for communication between any vendor AAA client and ACS server. If one of the clients or servers is from any other vendor (other than Cisco) then we have to use RADIUS. It uses port number 1812 for authentication and authorization and 1813 for accounting.

SNMP Simple Network Management Protocol (SNMP) is an Internet Standard protocol used for managing and monitoring network-connected devices in IP networks. It operates at the application layer of the Internet protocol suite and uses UDP ports 161 and 162 for communication.

SYSLOG Syslog is a system logging protocol used to send event messages from network devices to a central server, known as a syslog server. It facilitates the transfer of information in a specific message format, allowing for effective log message management and monitoring of network device health. Syslog is widely adopted in Unix-like systems and is essential for tracking various events, such as system restarts and interface status changes.

TACACS Terminal Access Controller Access Control System (TACACS+) is a Cisco proprietary protocol that is used for the communication of the Cisco client and Cisco ACS server. It uses TCP port number 49 which makes it reliable.

Part II – Requirements

A. Work Requirements

1.0 Program Management

The contractor must efficiently and effectively manage performance under this contract to ensure that all the necessary technical and administrative planning, organizing, managing, coordinating, tracking, resource management, and subcontract management required to perform the tasks outlined in this SOW are successfully completed. Contractor coverage is required during core hours (6:00 am – 6:00 pm CT business days), and key personnel requirements are twenty-four (24) hour, seven (7) days a week response or as needed.

1.1 Technical Support Tasks

1.1.1 The contractor must provide specialized knowledge, skills, and ability for the installation, connectivity, and removal of voice, data and video circuitry, facilities and equipment, which includes LAN and WAN connections, telephone adds, moves and changes, and fiber/copper paths and terminations. The services provided include problem determination and resolution as related to the Aeronautical Center network infrastructure facilities (i.e. routers, switches, teleconference equipment, wireless access points, cellular distributed antenna systems, access control, closed circuit television and other network/telecommunications devices) connecting building networks campus wide, security access circuitry, FAA Telecommunications Infrastructure (FTI) equipment and local dial tone and telephone switch trunking.

1.1.2 The contractor must be responsible for the installation of conduit, wiring, and hardware in support of the MMAC telecommunications network infrastructure in accordance with Division

27. The contractor must also be responsible for the in-building horizontal and riser cable as well as outside plant cable and will be installed on an ‘as needed’ basis as assigned by the COR or other government representative. All installations must be accomplished in accordance with industry and MMAC established standards (see Division 27).

1.1.3 The contractor must be responsible for completing work orders issued by the Telecommunications Section, AMK-224. Work orders will be issued via an automated work order system. The contractor will be required to use the automated work order system to process, receive, track and successfully complete and close all assigned orders. Routing work orders to add, remove, relocate or change telecommunications services must be completed within ten (10) working days from the date of receipt of the work order. Emergency service work orders to add, remove, relocate or change service must be given immediate attention upon receipt of notification and identification of the service outages. Contractors will be required to provide a weekly status report via email, to the COR and other assigned government representatives, to show work orders completed and report on any found deficient. All reporting and correspondence will also be saved to the AMK-224 hard drive. Work order classifications are listed below with the expected reaction times.

WORK ORDER

CLASSIFICATION

TYPE REACTION TIME

P1 Emergency/Immediate Immediate response P2 High Priority 24 hours P3 Customer Scheduled Date Due on customer scheduled date.

P4 Routine/Standard Due within 10 business days.

1.1.4 The contractor must notify the Contracting Officer Representative (COR) or other designated government representative in writing with advance notice, if services are to be interrupted during regular working hours for the purpose of restoring service, repairing of lines, cable or equipment repairs. The work must be done at a time which will have the least impact to the FAA users. All scheduled service interruptions must receive advance approval from the COR or designated government representative.

1.1.5 The contractor is required to review and electronically file all issued technical documents, such as architectural plans, floor plans, site survey reports, test plans, schedules, procedure and acceptance test reports, equipment performance, facility infrastructure locates, and operational test to the FAA provided shared drives. Contractor is required to provide feedback, via email, to the Telecommunications Section (AMK-224) weekly or as requested by COR or designated government representative.

1.1.6 The contractor must review and evaluate technical proposals submitted to the Telecommunications Section (AMK-224) to change or improve the MMAC infrastructure and provide comprehensive analysis and recommendations as to the accuracy and technical soundness of the proposals. The contractor will perform all evaluations and provide responses weekly via email to the COR or designated government representative.

1.1.7 The contractor must perform as the primary trouble ticket response to determine reasons for outages to FAA systems. The contractor must maintain the trouble ticket records to evaluate and determine the reported outage(s) and take appropriate action to clear the trouble. The maximum time to respond to a trouble ticket outage must be two (2) hours during normal business hours (Monday through Friday 6am-6pm). Trouble ticket outages for the purpose of this SOW are defined as single user outages.

For all other outages the contractor must be required to notify the COR or designated government official immediately and give a status report every half hour until the problem is resolved. Contractor will be required to provide a monthly status report to the COR or designated government representative via email listing monthly trouble tickets and work order completion.

1.1.8 The supervisor and lead technician must perform data entry into the FAA software program to keep current MMAC cable record, manhole records, and fiber counts.

1.1.9 The supervisor, lead technician, all electronics technicians, and telecommunications mechanic/cable splicer must wear contractor furnished personal protective equipment (PPE) (i.e.

safety glasses, hard hats, gloves, and safety toe protective footwear as needed and in designated areas when performing work).

1.1.10 The supervisor, lead technician, all electronics technicians, and telecommunications mechanic/cable splicer must wear contractor furnished PPE to include hard hats and safety glasses when entering telecommunications manholes. All personnel entering manholes along with manhole attendants must have completed MMAC Confined Space Training prior to anyone entering. Upon entering manholes, all Confined Space Training standards are to be followed, and a copy of the certification must be provided to the COR.

1.1.11 Contractor must be required to install and remove network equipment (i.e. routers, hubs, uninterruptible power supplies and switches) at the direction of the government.

1.1.12 When completing work orders or trouble tickets, technicians must be responsible for recording on the work order or trouble ticket, the position number, network port number and network device name, usernames, phone numbers, or any other necessary information to ensure records are updated.

1.1.13 Technicians, with confined space training, must be responsible for taking digital photos of manholes when any changes are made to the infrastructure, and provide photos to the telecommunications office. Photo name should include manhole number and date (mm/dd/yyyy) that the photo was taken.

1.1.14 Contractor staff must be required to complete all utility locates regardless of ownership if located on the MMAC facility within 48 hours of receiving the request. Requests will be delivered via email and/or fax.

1.2 Managerial Support Tasks

1.2.1 The contractor must develop and maintain management, scheduling, and tracking systems as well as maintaining the Telecommunications Section (AMK-224) project schedules and records databases.

1.2.2 The contractor must perform configuration management to evaluate proposed changes/upgrades to the MMAC infrastructure (hardware and software) to ensure they reflect improvements and are consistent with industry standards and the direction of the Telecommunications Section (AMK-224). All changes must be fully documented and coordinated with the Telecommunications Section and must comply with the agency’s applicable security regulations. Security regulations must be provided on an ‘as needed’ basis. The contractor must coordinate these efforts, as required, with other organization’s support groups and contractors for compliance.

1.2.3 The contractor must provide the expertise and experience to assist the FAA in tracking and identifying the government furnished equipment (GFE), by name, type, serial number and location.

1.2.4 The contractor must notify the COR anytime FAA bar-coded inventory changes locations (i.e. from closet to closet or building to building). Information will include building, room number, and the person responsible for inventory items.

1.3 Administrative Support Tasks

1.3.1 The contractor must be responsible for controlling the storage area assigned by the government. This consists of keeping a current count of stock levels and informing the COR or designated government representative, when levels are low or restocking is required. The contractor must be responsible for setting up a database to track and maintain accurate inventory levels and submitting monthly materials request, so that the government can order equipment/supplies.

1.3.2 The contractor must be responsible for issuing all equipment and supplies from inventory, used on a daily basis to support the installation and relocation of telecommunication services at the MMAC. The contractor must keep a daily log of all equipment and supplies and maintain/upgrade an automated and manual record keeping system.

B. Staffing Requirements

1.0 Personnel

The contractor must provide the staffing required for on-site management and operations support of the MMAC telecommunications infrastructure. Only the prime company will interface with the COR or other designated government representative(s) on the MMAC campus. All employees are to represent the prime while interacting with customers. The prime contractor may only be provided with two additional badges outside of the regular telecom staff. Additional staffing may be needed in times of heavy workload, unique or special projects, or when specific expertise is required for consultation, engineering and design services. Inversely, staffing may be decreased during periods when the place of performance is shut down completely or not open for business as usual. In the event of a staffing reduction the contractor may be required to maintain and/or provide varied essential personnel from the labor categories identified at Part II – Section B 2.1 On-Site Staffing. Essential personnel will be determined by the government on a case-by-case basis and must serve as Emergency Response Officials (ERO). Reasons for place of performance shutdowns may include, but are not limited to, inclement weather, holiday closures, issues of employee safety or for reasons of security.

1.1 Productive Year for Over & Above Requirements

For Labor hour tasks, the amount of man years of effort for different labor categories needed to accomplish a given task, the total number of direct productive labor hours in a work year (otherwise known as a man year of effort) is 1856 hours for both Service Contract Act positions and for Professional positions.

Hourly rates within the Labor hour pricing must include all labor mix, reports, training, overhead, fringe general and administrative (G&A), profit applicable to the contractor as well as subcontractor(s)/teaming partners to meet all of the requirements.

1.2 On-Site Staffing

At a minimum, the contractor must provide the on-site requested personnel and report status monthly (CDRL A001) for positions below:

The Contractor must assign a Project Manager (PM) and Alternate Project Manager (APM) who must be responsible for the performance of the work specified in accordance with the terms and conditions of the contract.

1.2.1 Telecommunications Project Manager/Supervisor (PM) – The Telecommunications Project Manager/Supervisor is considered Key Personnel as addressed in AMS 3.8.2-17. They must supervise the on-site technicians; interface with the COR or other designated government representative(s); perform management and operations support for the MMAC telecommunications infrastructure; provide technical and administrative planning, organizing, managing, coordinating, and tasking resource management.

The contractor must be able to evaluate and advise on any infrastructure proposals for possible upgrades of the MMAC telecommunications infrastructure. Coordinate work order performance i.e. schedules dates and strategic planning. Supervise technical personnel relating to workload assignments. The PM must have full authority to act on behalf of the Contractor for all issues pertaining to contract administration of the contract.

EDUCATION/EXPERIENCE MINIMUMS: The Telecommunications Project Manager/Supervisor must be able to evaluate, analyze, develop or improve communication systems, procedures, scheduling, and requirements as outlined in this SOW. PM must be able to efficiently and efficiently track work request and trouble tickets, manage government provided equipment, and oversee the daily operations of the contract staff,

• Must be a high school graduate or equivalent

• Possess effective management, organization, and problem-solving skills

• Have a working knowledge of Government logistics and operations

• Have a minimum of seven (7) years of project management or managerial experience

• Must have ten years’ telecommunications technician and equivalent network experience

• Must have, at a minimum, five (5) years certified as an IBwave Design Level 3

• Must show five years’ experience utilizing Microsoft Word and Microsoft Excel.

The Contractor must maintain adequate staffing levels in order to ensure performance and delivery requirements are met. The Contractor must manage leave usage to ensure FAA requirements will not be impacted by significant unplanned leave usage.

1.2.2 Lead Telecommunications Technician/Assistant Project Manager (APM) – The Lead Technician/APM is considered Key Personnel as addressed in AMS 3.8.2-17. This position works to troubleshoot, repair, and replace CSU/DSU and other telecommunications equipment;

Installs, tests, troubleshoots, programs, maintains, and repairs switch equipment, routers, telephones, paging, fire alarm, intrusion alarm, teleconference equipment, and computer data circuits required at the MMAC. The Lead Technician also works on daily trouble tickets;

moves, adds and changes; and works to complete and close work orders. The technician will also be responsible for assisting in the troubleshooting and the replacement of network devices under the direction of the government/COR. Network installations/repairs may be coordinated through a network administrator as required to support daily operations. The Lead/APM also creates switch equipment route paths with copper and fiber; installs telephone and network positions; extends, tests and trouble shoots T1, 56K, and ISDN circuits as well as any other telecommunication circuit; analyzes system failures and other unusual system occurrences to isolate the source of the problem and determine whether the failure is caused by software, hardware, or other factors; analyzes and assigns work order to technicians as designated by the manager/supervisor; assess and evaluates inside and outside infrastructure cable plant; performs site surveys using technical documents and assists in the development of job planning and serves as acting project manager/supervisor in the absence of the Telecommunications Project Manager/Supervisor(PM). Maintains manual and/or computerized office records, including detail records, cable records, and parts inventory.

EDUCATION/EXPERIENCE MINIMUMS: The Lead Telecommunications Technician must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW,

• Must be a high school graduate or equivalent

• Must have Desktop PC repair certification

• Must have NE ++ or equivalent

• Must have experience with IBwave design

• Must have seven (7) years of telecommunications experience in telephones, switches, routers, wireless access points, cellular wireless technology, T1, 56K, ISDN, fiber, coax, or other telecommunication circuits.

1.2.3 Electronics Technician Maintenance III - Utilizes engineered drawings, statements of work, and technical manuals to determine requirements for cable and fiber systems; prepares and installs conduit for telecommunications/data and electrical circuits; moves and installs electrical circuits ‘as needed’ to support telecommunications equipment and FAA users; installs cable pathways for inside and outside cable distribution; terminates cables and fiber; and installs telecommunications equipment.

Electronics Technicians perform site surveys using technical documents, assists in the development of job plans, and the building of telecommunications closets; works to install grounding and bonding for telecommunications equipment in accordance with the FAA standards and the Division 27.

EDUCATION/EXPERIENCE MINIMUMS: Must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

Resumes and proof of licensing must be provided during Phase- in.

• Electronics Technician Maintenance III must be an electrician licensed by the State of Oklahoma, certified to install electrical circuitry.

• Must be a high school graduate or equivalent with two years’ telecommunications experience

• Must have current electrical code training.

1.2.4 Telecommunications Mechanic II /Cable Splicer – Performs tests, trouble shoots, programs, and repairs switch equipment, telephones, hubs, routers, switches, fire alarms, intrusion alarms, teleconference equipment, paging, and computer data circuits; creates switch equipment route paths; installs and removes telephone and network positions. Network installations/repairs may be coordinated through a network administrator as required.

Telecommunications Mechanics extend T1, 56K, ISDN, fiber, coax, and other telecommunication circuits for the FAA and customers on the MMAC; work daily adds, moves, and changes work orders; installs, maintains, repairs, troubleshoots, and modifies cable and fiber systems. Utilizes engineered drawings, statements of work, and technical manuals to determine requirements for cable and fiber systems, prepares and installs distribution equipment, terminates cables on main distribution frame, and installs rack equipment; assesses and evaluate inside and outside infrastructure cable plant; performs site surveys using technical documents and assists in the development of job plans and the building of telecommunications closets.

Telecommunications Mechanics install grounding and bonding for telecommunications equipment in accordance with the FAA and Division 27 standards; ensures techniques, materials, and accomplishments are in accordance with technical standards, specifications, and engineered directives; locates repairs and/or replaces splice cases, locates faulty splice cases, using resistance measurements and circuits over cable by using test equipment.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Mechanic II /Cable Splicer must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW. Resumes must be provided during Phase- in.

• Must have four years of experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, etc.

1.2.5 Telecommunications Mechanic I – Installs telephone and network positions; works on inside and outside infrastructure cable plant; assists Telecommunications Mechanic II as requested; installs, removes, maintains, modifies, troubleshoots and repairs voice and/or non-voice communications systems including paging, alarm, analog and digital communications equipment; runs cables, installs connectors, etc. associated with telecommunications equipment for voice and non-voice circuits.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Mechanic I must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

• Must be a high school graduate or equivalent

• Must have experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, etc.

1.2.6 Telecommunications Specialist I – Coordinates the installation of telephone and network positions; works on inside and outside Telecom and Network infrastructure cable plant; assists all Telecommunications Mechanics as requested; installs, removes, maintains, modifies, troubleshoots and repairs voice and/or non-voice communications systems including paging, alarm, analog and digital communications equipment; runs cables, installs connectors, etc.

associated with telecommunications equipment for voice and non-voice circuits. Under close supervision, manages and updates local work order tracking system, briefs Federal Staff on an Ad hoc basis about project concerns.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Specialist I must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

• Must be a high school graduate or equivalent

• Must have at least one year’s experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, etc

• Familiar with Interactive Voice Response (IVR) call flows, including greeting, menu logic, caller input handling, self-service transactions, transfers to live agents, and after-hours/error routing.

• Provide weekly activity reports on overall work performed

• Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

• Able to write clearly and concisely;

• Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;

• Basic computer knowledge;

• With close supervision, able to work in a fast-changing, stressful environment where you must be flexible and learn quickly

1.2.7 Telecommunications Specialist II – Coordinates the installation of telephone and network positions; works on inside and outside Telecom and Network infrastructure cable plant; assists all Telecommunications Mechanic as requested; installs, removes, maintains, modifies, troubleshoots and repairs voice and/or non-voice communications systems including paging, alarm, analog and digital communications equipment; runs cables, installs connectors, etc.

associated with telecommunications equipment for voice and non-voice circuits. Under limited supervision, manages and updates local work order tracking system, briefs Federal Staff on an Ad hoc basis about project concerns.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Specialist II must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

• Must be a high school graduate or equivalent

• Must have at least three years’ experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, etc.

• One year’s experience of Interactive Voice Response (IVR) call flows, including greeting, menu logic, caller input handling, self-service transactions, transfers to live agents, and after-hours/error routing.

• Provide weekly activity reports on overall work performed

• Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

• Able to write clearly and concisely;

• Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;

• Basic computer knowledge;

• With limited supervision, able to work in a fast-changing, stressful environment where you must be flexible and learn quickly

1.2.8 Telecommunications Specialist III – Coordinates the installation of telephone and network all Telecommunications Mechanics as requested; installs, removes, maintains, modifies, troubleshoots and repairs voice and/or non-voice communications systems including paging, alarm, analog and digital communications equipment; runs cables, installs connectors, etc.

associated with telecommunications equipment for voice and non-voice circuits. Perform onsite, in person, walk-throughs of work areas to determine if additional resources or requirements are needed to fulfill customer experience. With little to no supervision, manages and updates local work order tracking system, and briefs Federal Staff on an Ad hoc basis about project concerns.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Specialist III must be able to outlined in this SOW.

• Must be a high school graduate or equivalent

• Must have at least five years’ experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, and troubleshooting etc.

• Two years’ experience of Interactive Voice Response (IVR) call flows, including greeting, menu logic, caller input handling, self-service transactions, transfers to live agents, and after-hours/error routing.

• Provide weekly activity reports on overall work performed

• Resolve customer complaints and escalations

• Provide weekly activity reports on overall work performed

• Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

• Able to write clearly and concisely;

• Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;

• Basic computer knowledge;

• Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly

• Have the ability or show prior experience in managing small to medium sized customer telecommunications projects.

• Able to communicate effectively, be well organized, have a basic understanding of telecommunications products/services in order to determine the needs of the customer.

• Able to manage the project from cradle to grave ensuring milestones are met.

• Also be able to troubleshoot in order to keep project moving forward.

• Work independently with little to no supervision.

1.2.9 Telecommunications Specialist IV – Coordinates the installation of telephone and network

Telecommunications Mechanic II as requested; installs, removes, maintains, modifies, troubleshoots and repairs voice and/or non-voice communications systems including paging, alarm, analog and digital communications equipment; runs cables, installs connectors, etc.

associated with telecommunications equipment for voice and non-voice circuits. Perform onsite, in person, walk-throughs of work areas to determine if additional resources or requirements are needed to fulfill customer experience. Occasionally, required to perform after-hours maintenance work or escort other vendors/contractors requiring access to sensitive telecom areas.

With no supervision, manages and updates local work order tracking system, briefs Federal Staff on an Ad hoc basis about project concerns.

EDUCATION/EXPERIENCE MINIMUMS: Telecommunications Mechanic IV must be able to outlined in this SOW.

• Must be a high school graduate or equivalent

• Must have at least seven years’ experience in pulling wire cable to termination point, for installation of network positions, telephones, switches, etc.

• Four years’ experience of Interactive Voice Response (IVR) call flows, including greeting, menu logic, caller input handling, self-service transactions, transfers to live agents, and after-hours/error routing.

• Resolve customer complaints and escalations

• Make recommendations to improve customer service

• Provide weekly activity reports on overall work performed

• Able to coordinate work for another Telecom Specialist

• Able to communicate effectively over the phone or in person. English is required, but other languages welcome;

• Able to write clearly and concisely;

• Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;

• Basic computer knowledge;

• Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly

• Have the ability or show prior experience in managing small to medium sized customer telecommunications projects.

• Able to communicate effectively, be well organized, have a basic understanding of telecommunications products/services in order to determine the needs of the customer.

• Able to manage the project from cradle to grave ensuring milestones are met.

• Also be able to troubleshoot in order to keep project moving forward.

• Work independently with no supervision.

1.2.10 Network Engineer I – Provides basic knowledge to create engineered drawings, statements of work, and technical manuals to determine requirements for Telecommunications Unit (AMK-224). Supports the overall Network Engineering/Security framework including, but not limited to installing, configuring, monitoring routers/switches and other network devices while maintaining secure, redundant and reliable operation of the MMAC Backbone Network and the MMAC Internet Access Point (IAP). Maintain documentation of Network security, including but not limited to, platforms, design, operation and procedure manuals. Ensure project lead approval and that network team documentation is complete and conforms to requirements before making any hardware/software changes to production network. Under close supervision, assist the Network Engineer II and/or higher with transactions network management/monitoring tools, Internet Filtering/caching, routing protocols, Access Control Lists, and Uninterruptible Power Supply network monitoring. Ensure backbone network and IAP conforms to appropriate FAA/DOT security regulations, policies, and procedures. Contributes to Scaled Agile Frameworks (SAFe)/Agile or traditional Waterfall Program Management work groups related to automation/standardization efforts. Participate in strategic planning committees and task forces organized to integrate the efforts of Information Technology (IT) groups into an effective and total Enterprise Program. Ensure MMAC Backbone Network and Internet Access Point (IAP) conform to appropriate DOT/FAA security regulations, policies, and procedures. Support the Project Lead on network enhancement and modernization projects.

On daily basis, monitor and solve simple tickets established in the Help Desk “Network” Que that are infrastructure related. Monitor the Telecommunications (AMK-224) local work order tracking system (Archibus is the current system) queues for tickets related to the network infrastructure. Support other FAA personnel who may also be implementing Network Queue tickets. Monitor/administer network monitoring tools to ensure network performance and uptime.

Request assistance when necessary. Follow all Configuration Change Management Processes.

Under close supervision, perform installation, testing, modification, enhancement, and maintenance of LAN/WAN computer networks. Perform network analysis and troubleshooting techniques on Cisco and Juniper LAN/WAN equipment, Windows and Linux systems, and related services. Diagnose and resolve problems; implement operating system patches and upgrades; address security rights/issues with firewalls, switches, routers, VPN, etc. At a minimum, provide Management with weekly status updates on project/tasks, problems/concerns, or other outstanding project related issues.

EDUCATION/EXPERIENCE MINIMUMS: Must be able to assist evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

Resumes and proof of licensing must be provided during Phase- in.

• Bachelor’s degree in computer science or other related disciplines or equivalent 8 years of industry standards in telecommunications/electrical technology.

• One to Three years of combined documented Information Technology (IT) experience:

a. Installing, maintaining, or managing any one of the following: Camera’s, Circuit and

WAN Management, Interfacing with MPLS and LTE Vendors, Cisco ISE and DNAC, IoT equipment, NAT/PAT, Network Tools such as Solar Winds. Cisco Routers, Cisco Switches- 9300, 9500, Network Connected UPS equipment, TACACS/RADIUS.

b. Help troubleshooting and maintain network tools and topology maps

c. Maintain complete details of issues in ticketing system, receive phone calls directly from end-users

d. Work tickets escalated from Tier 1 service desk personnel and the ability to escalate to provided vendor contacts.

e. Conduct research, analysis, and correlation across diverse data sets

f. Meet SLA requirements for response, restore, and notification times with proper pending codes

g. Working knowledge of ITIL principles

h. Experience with enterprise-level ticketing systems such as ServiceNow or Remedy

i. Understanding of Syslog and SNMP monitoring

j. Network and security-related certifications (Cisco Certified Technicians (CCT), Security+, Network+) or equivalent documented knowledge

k. Ability to interpret information from network tools (e.g., Nslookup, Ping, Traceroute)

l. Knowledge of networking concepts, protocols, and security methodologies

m. Knowledge of host or network access control mechanisms (ACLs, capability lists)

n. Familiarity with network protocols such as TCP/IP, DHCP, DNS, and directory services

o. Maintain LAN and WAN connectivity for multiple remote locations across multiple geographically separated locations

p. Interface with architecture teams and act as the implementation arm for projects moving from testing to production

q. Attend Change Advisory Board (CAB) meetings to present and defend proposed changes

r. The ability to Participate in on-call rotation (estimated once every four weeks)

1.2.11 Network Engineer II - Provides intermediate to advanced knowledge to create engineered drawings, statements of work, and technical manuals to determine requirements for Telecommunications Unit (AMK-224). Supports the overall Network Engineering/Security framework including, but not limited to installing, configuring, monitoring routers/switches and other network devices while maintaining secure, redundant, and reliable operation of the MMAC Backbone Network and the MMAC Internet Access Point (IAP). Maintain and update documentation of Network security, including but not limited to, platforms, design, operation and procedure manuals. Ensure network team documentation is complete and conforms to requirements before making any hardware/software changes to production network. With little to no supervision, complete transactions network management/monitoring tools, Internet Filtering/caching, routing protocols, Access Control Lists, and Uninterruptible Power Supply network monitoring. Ensure backbone network and IAP conforms to appropriate FAA/DOT security regulations, policies, and procedures. Contributes as Subject Matter Expert to Scaled Agile Frameworks (SAFe)/Agile or traditional Waterfall Program Management work groups related to automation/standardization efforts. Participate in strategic planning committees and task forces organized to integrate the efforts of Information Technology (IT) groups into an effective and total Enterprise Program. Ensure MMAC Backbone Network and Internet Access Point (IAP) conform to appropriate DOT/FAA security regulations, policies, and procedures.

Support the Project Lead on network enhancement and modernization projects. On daily basis, monitor and solve intermediate/advanced tickets established in the Help Desk “Network” Que that are infrastructure related. Monitor the Telecommunications (AMK-224) local work order tracking system (Archibus is the current system) queues for tickets related to the network infrastructure. Work to implement Archibus Queue tickets as assigned and support other FAA personnel who may also be implementing Archibus Network Queue tickets. Monitor/administer network monitoring tools to ensure network performance and uptime. Follow all Configuration Change Management Processes. Perform installation, testing, modification, enhancement, and maintenance of LAN/WAN computer networks. Perform network analysis and troubleshooting techniques on Cisco and Juniper LAN/WAN equipment, Windows and Linux systems, and related services. Diagnose and resolve problems; implement operating system patches and upgrades; address security rights/issues with firewalls, switches, routers, VPN, etc. At a minimum, provide Management with weekly status updates on project/tasks, problems/concerns, or other outstanding project related issues. When applicable, allow Network Engineer I to shadow in all aspects of the job.

EDUCATION/EXPERIENCE MINIMUMS: Must be able to evaluate, analyze, develop or improve communication systems, procedures and requirements as outlined in this SOW.

Resumes and proof of licensing must be provided during Phase- in.

• Bachelor’s degree in computer science, information systems, or other related discipline.

• Five years of combined documented Information Technology (IT) experience:

a. Installing, maintaining, or managing any one of the following: Camera’s, Circuit and

WAN Management, Interfacing with MPLS and LTE Vendors, Cisco ISE and DNAC, IoT equipment, NAT/PAT, Network Tools such as Solar Winds. Cisco Routers, Cisco Switches- 9300, 9500, Network Connected UPS equipment, TACACS/RADIUS.

b. Help troubleshooting and maintain network tools and topology maps

c. Maintain complete details of issues in ticketing system, receive phone calls directly from end-users

d. Work tickets escalated from Tier 1 service desk personnel and the ability to escalate to provided vendor contacts.

e. Conduct research, analysis, and correlation across diverse data sets

f. Meet SLA requirements for response, restore, and notification times with proper pending codes

g. Working knowledge of ITIL principles

h. Experience with enterprise-level ticketing systems such as ServiceNow or Remedy

i. Understanding of Syslog and SNMP monitoring

j. Network and security-related certifications (CCNA, Security+, Network+) or equivalent documented knowledge

k. Ability to interpret information from network tools (e.g., Nslookup, Ping, Traceroute)

l. Knowledge of networking concepts, protocols, and security methodologies

m. Knowledge of host or network access control mechanisms (ACLs, capability lists)

n. Familiarity with network protocols such as TCP/IP, DHCP, DNS, and directory services

o. Understanding and knowledge of 5G equipment

p. Maintain LAN and WAN connectivity for multiple remote locations across multiple geographically separated locations

q. Serve as a resource for engineering and as an escalation point for unresolved issues

r. Interface with architecture teams and act as the implementation arm for projects moving from testing to production

s. Attend Change Advisory Board (CAB) meetings to present and defend proposed changes

t. The ability to Participate in on-call rotation (estimated once every four weeks)

u. Supporting information systems as an Information or Cyber Security professional.

1.2.12 Network Engineer III - Provides advanced knowledge to create engineered drawings, Unit (AMK-224). Directs and participates in all aspects of the FAA Network Engineering/Security framework including, but not limited to installing, configuring, monitoring routers/switches and other network devices while maintaining secure, redundant, and reliable operation of the MMAC Backbone Network and the MMAC Internet Access Point (IAP).

Maintain and update documentation of Network security, including but not limited to, platforms, design, operation and procedure manuals. Ensure network team documentation is complete and conforms to requirements before making any hardware/software changes to production network.

With no supervision, complete transactions network management/monitoring tools, Internet Filtering/caching, routing protocols, Access Control Lists, and Uninterruptible Power Supply network monitoring. Ensure backbone network and IAP conforms to appropriate FAA/DOT security regulations, policies, and procedures. Leads Scaled Agile Frameworks (SAFe)/Agile or traditional Waterfall Program Management work groups related to automation/standardization efforts.