Attachment 1 - 60 FSS IT Technician PWS redacted.pdf

CUI

PERFORMANCE WORK STATEMENT

60 FSS/FSDE – Education and Training Section

Information Technology Specialist

1. DESCRIPTION OF SERVICES.

1.1. SCOPE. The required services support the 60 FSS/FSDE Education Center Commercial Network and Voluntary Education and Testing programs. The Education Center is host to many different schools and their varying programs and requirements, which require an Information Technology specialist who can use the latest technology to its fullest capability resulting in a seamless workflow.

Provide minimum downtime and the ability to deliver a high standard of customer support to include system administration, network infrastructure, technical PC desktop and Server support for the Education Center staff offices, classrooms, labs, and computer-based testing center assets.

The contractor shall administer and maintain computer and testing lab servers and ensure computers are running current version of Microsoft Windows operating software, all current versions of Windows software, and provide system support to computer and testing lab clients and other users in the Education & Training Section. Commercial Network consists of local area network, routers, switches, servers, Wi-Fi, access points, marquee/monitor display systems, computers, laptops, computer labs, computer-based testing lab and assigned classroom audio/visual technology.

The contractor will be responsible for maintaining the mission assets, minimizing downtime, and avoiding work stoppage.

The contractor shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, and non-personal services necessary to perform as an Information Technology Specialist as defined in this Performance Work Statement (PWS) except for those items specified as Government-furnished property and services. The contractor shall perform to the standards in this contract.

1.2. LOCATION. 60 FSS/FSDE, Travis AFB, CA 94535

2. SPECIFIC TASKS:

2.1. All tasks shall be accomplished in accordance with DOD, Air Force, Air Mobility Command, and local base computer/technology guidelines and regulations. The Air Force Instructions (AFIs) will be made available upon request (some are available through on-line reference material).

2.2. The contractor shall provide analytical, advisory, technical expertise, and analysis to 60 FSS/FSDE, Education & Training Section activities including performing and managing a variety of communication and information technology tasks. Duties require network administrative privileges to perform duties. Is required to maintain training and certification requirements in order to sustain elevated rights to the appropriate domain(s). Performs Communications-Computer Systems (C-CS) planning and implementation activities. Provides support to communications systems current and future planning activities. Supports implementation of C-CS projects and ensures C-CS architecture, configuration, and integration conformity. Provides analytical, advisory, technical, functional, and management oversight to network upgrades and maintenance regarding critical communications systems for the FSDE.

2.3. Provide hardware and software system administration on all FSDE computers, printers, network hardware, and other peripherals critical to proper function of FSDE Information Technology (IT) systems.

2.4. Promptly contact the 60 FSS IT department for any issues related to system network outages that may affect proper functioning of servers, switches, and routers.

2.5. Provide site specific installation, configuration, and instruction documentation of FSDE IT systems.

2.6. Establish procedures for safeguarding all critical data and design back-up methodology to guarantee uninterrupted service.

2.7. Maintain (backup, integrity check, etc.) data files and monitor system configuration to ensure data integrity. This includes but is not limited to, planning, installing, operating, backing up, data recovery, and maintaining a variety of operating systems such as, but not limited to, various Microsoft ® products and the configuration, administration, OS hardening, system maintenance and troubleshooting; as well as identifying, installing, and maintaining system hardware.

2.8. Implement and install any new systems (software/hardware) as required; set up new computers and other information systems in a timely manner to support gradual FSDE IT improvement. This may require contractors to remove/assemble and hang furniture or other information technology equipment.

2.9. Maintain existing systems and environments in accordance with (IAW) Industry best practice and sustain applications, databases, and interfaces in compliance with applicable AF & Department of Defense (DoD) standards.

2.10. Perform daily working inspections of all information technology/audio visual equipment/WIFI assigned to the Education and Training Section to ensure proper working conditions.

2.11. Troubleshoot and resolve problems, initiate corrective actions, and notify ETSC or designee in writing of unresolved issues and projected resolution date.

2.12. Provide weekly activity reports (WAR) in writing on all systems, equipment and projects.

2.13. Assist in research and purchase of all information systems and components required to improve existing structure.

2.14. Provide recommendations for future planning and improvements to the existing information systems structure for the facilities.

2.15. Create and maintain an equipment life cycle listing to help project future tech refreshes and equipment replacement.

2.16. Provide proper information security on all systems and educate personnel on proper security procedures to protect sensitive data and records.

2.17. Train office personnel on how to use the required software, so that they can execute their jobs more efficiently.

2.18. Perform any other critical system support as required for successful operation of IT technology.

2.19. Perform as the alternate equipment custodian for all ETS equipment, conduct an annual inventory and forward to ETS Chief and FSS IT. Conduct inventory and account for all new equipment within 72 hours of receipt and ensure all accountable items are added to the ETS ADPE listing.

2.20. In the event of an emergency (total system disabled, etc.), the Contractor shall respond within four

(4) hours from the time of call/request.

3. QUALIFICATIONS. Candidate must have a proven minimum of one-year current experience with certifications in both the hardware and software applications: A+ and Security+. Experience with (AFAEMS), network, and testing updates from Defense Language Proficiency Test (DLPT) Windows Private Desktop System, My Learning Career Development Course (CDC) Assessment System, and other updates as necessary is desired but not mandatory. "Current" experience is defined as any experience within the past 5 years.

3.1. Candidates’ qualifying documentation demonstrates the minimum one-year experience.

3.2. Excellent customer service skills and verbal communication skills are essential; appropriate related professional work or volunteer experience of at least one (1) year is highly desirable;

knowledge of and/or experience with computer/network security is mandatory.

4. WORK HOURS/DAYS. The ETS Chief and Contractor may mutually agree to specific work elements/schedules that must be performed to assist in the standard day-to-day operation.

4.1. The Contractor will report to for work each scheduled workday to the Education Center in support of all Education and Training functions and will perform work from this location.

4.2. The contractor’s work hours will be 0730 -1230 Monday - Friday (M-F) each week, excluding federal holidays unless otherwise notified. Exact days and times of the services will be determined by the government representatives in advance and may be modified according to changing program needs. If the scheduled work hours/days must be cancelled due to an emergency, the contractor must provide notice as soon as possible.

4.3. The contractor must inform the ETS Chief of anticipated absences at least twenty-four (24) hours prior to scheduled absence except in emergency situations. Non-emergency leave of one (1) week or more must be scheduled with the ETS Chief at least two (2) weeks in advance and may not exceed two (2) weeks at a time with a maximum of four (4) weeks in one (1) fiscal year.

4.4. Hours may not be worked on Federal holidays, when the office is closed, or outside the standard work hours of

0730 – 1630, Monday thru Friday.

5. MATERIALS AND EQUIPMENT. The Government will provide all necessary equipment, materials, workspace, and access required to fulfill the requirements of this contract; the facility is located at Travis AFB, CA 94535.

6. SECURITY REQUIREMENTS

6.1. Listing of Employees. The Contractor shall maintain a current listing of employees. The list shall include the employees’ name, social security number, and type of investigation if contract work involves unescorted entry to Air Force restricted areas or other sensitive areas designated by the Installation Commander. The list shall be provided to the Program Manager and the sponsoring agency’s Security Manager. An updated listing shall be provided when an employee's status or information changes.

6.2. Security Training. The Contractor shall ensure all Contractor employees receive initial and recurring security education training from the sponsoring agency’s Security Manager. Training must be conducted IAW DOD 5200.1-R, Information Security Program Regulation, and AFI 31- 401, "Information Security Program Management". Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31- 101, The Air Force Installation Security Program.

6.3. Pass and Identification Items. The Contractor shall ensure the pass and identification items required for contract performance are obtained for employees and non-Government-owned vehicles.

6.4. Retrieving Identification Media. The Contractor shall retrieve all identification media, including vehicle passes from employees who depart for any reason before the contract expires, e.g. terminated for cause, retirement, etc.

6.5. Traffic Laws. The Contractor and its employees shall comply with base traffic regulations.

6.6. Cell-Phone Usage. There will be no cell phone usage while driving on base, unless a completely “hands-free” device is utilized.

6.7. Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned vehicle or privately- owned vehicle while on Travis AFB. Must not have any misdemeanors or felony convictions.

6.8. For Official Use Only (FOUO). The Contractor shall comply with DoD 5400-7-R, Chapter 4, DoD

Freedom of Information Act (FOIA) Program, requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

6.9. Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware which may pose a threat to the security of DoD personnel, Contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial on-base assignment.

6.10. Physical Security. The Contractor shall be responsible for safeguarding all government property and controlled forms provided for contractor use. At the end of each work period, all government facilities, equipment, and materials shall be secured.

6.11. Controlled/Restricted Areas. (If Applicable) The Contractor shall implement local base procedures for entry to Air Force controlled/restricted areas where Contractor personnel shall work. An AF Form 2586, Unescorted Entry Authorization Certificate, must be completed and signed by the sponsoring agencies Security Manager before a Restricted Area Badge shall be issued. Contractor employees must have completed a National Agency Check (NAC) investigation before receiving a Restricted Area Badge.

6.12. Key Control. (If Applicable) The Contractor shall establish and implement methods of ensuring all keys issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The Contractor shall not duplicate any keys issued by the Government.

6.12.1. The Contractor shall immediately report to the Program Manager any occurrences of lost or duplicated keys.

6.12.2. In the event keys, other than master keys, are lost or duplicated, the Contractor may be required, upon written direction of the Contracting Officer (CO), to re-key or replace the affected lock or locks without cost to the Government. The Government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

6.12.3. The Contractor shall prohibit the use of keys, issued by the Government, by any persons other than the Contractor’s employees and the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in performance of contract work requirements in those areas.

6.13. Lock Combinations. (If Applicable) The Contractor shall control access to all

Government- provided lock combinations to preclude unauthorized entry. The Contractor is not authorized to record lock combinations without written approval by the Government Program Manager. Records with written combinations to authorized secure storage containers, secure storage rooms, or certified vaults, shall be marked and safeguarded at the highest classification level as the classified material maintained inside the approved containers.

APPENDICES

A.1. ACRONYMS & ABBREVIATIONS LIST: Commonly used military and education related acronyms, abbreviations and definitions with which contractor must be familiar:

AEA Assistant Education Advisor AFAEMS Air Force Automated Education Management System NPSC Non-Personal Services Contract (covers each contract position) SOW Statement of Work (position description and responsibilities) BESC/BESP Base Education Services Center/Base Education Services Program E-EXAM Electronic Examination ESS Education Services Specialist ESC Education Services Center ET Education Technician ETS Education and Training Services TE Test Examiner MAJCOM Major Command (major divisions within the Air Force) ACC Air Combat Command (HQ at Langley AFB, VA) AFSPC Air Force Space Command (HQ at Peterson AFB, CO) AETC Air Education and Training Command (HQ at Randolph AFB, TX) AMC Air Mobility Command AFMC Air Force Material Command PACAF United States Air Forces Pacific (HQ at Hickam AFB, HA) USAFE United States Air Forces Europe (HQ at Ramstein AFB, GE) AFSOC Air Force Special Operations Command AFRC Air Force Reserve Command ANG Army National Guard DANTES Defense Activity for Non-Traditional Education TCO Test Control Officer ATCO Alternate Test Control Officer CLEP College Level Examination Program DSST DANTES Subject Standardized Test NTC National Test Center SII Strong Interest Inventory PRAXIS National Teacher Certification Exam (Includes general and subject tests) TTT Troops to Teachers program (see DANTES web site) TA Tuition Assistance (military) CTA Civilian Tuition Assistance (available to permanent civilians only) TA Cap Annual per person limit of $4500 (set by Congress all Services) SH Semester Hours QH Quarter Hours CCAF Community College of the Air Force DE Distance Education DL Distance Learning PME Professional Military Education AFIT Air Force Institute of Technology ALS Airman Leadership School

FTAC First Term Airman Center NCOA Noncommissioned Officers Academy SNCOA Senior Noncommissioned Officers Academy SOS Squadron Officers School (required PME for AF Captains) ACSC Air Command and Staff College AWC Air War College (required PME for AF Lt Colonels) ERAU Embry Riddle Aeronautical University GCU Grand Canyon University NTC (on-base) MOU Memorandum of Understanding (governs schools operating on base) VA Veterans Assistance MGIB Montgomery GI Bill AFROTC Air Force Reserve Officer Training Corps SOAR Scholarships for Outstanding Airmen to ROTC Reserve Officer Training Corps POC-ERP Professional Officer Course-Early Release Program AFA Air Force Academy LEAD Leaders Encouraging Airman Development OTS Officer Training School (requires completed 4-year degree) PCS Permanent Change of Station (leaving current base) PCA Permanent Change of Duty TDY Temporary Duty