Attachment 1 - Performance Work Statement IT Support FY24.pdf

PERFORMANCE WORK STATEMENT

Information Technology Support Service

5 July 2023

1. DESCRIPTION OF SERVICES: Non-personal services in support of U.S. Air Force to provide information technology support and assistance as contained in this Performance Work Statement (PWS).

2. PERIOD OF PERFORMANCE: The contract is of 1 base year plus 4 options years.

3. QUALIFICATIONS: A proven 3-5 years’ experience in both hardware and software application support for small computers and servers and local area networks (LAN) being utilized by the Education Services Center. The past-experience will be demonstrated by resumes and a list of past performance to include knowledge of computer systems network management and system administration, data security administration, technical support, installation, configuration management, and maintenance of various software and web page design. Proven systems problem identification and troubleshooting capabilities is essential. Knowledge of and installation, management, deployment, and maintenance experience utilizing Windows Server 2016, Windows Server 2012, Windows 10 Professional, CISCO IOS, Smooth Wall firewall.

Excellent written and verbal English communication skills and customer service skills are essential. Knowledge of/experience with AF terminology, office procedures and education services programs plus familiarity with Microsoft Word, PowerPoint, Excel, and Access are desirable.

4. WORK HOURS/DAYS: The contractor will work 12 hours a week. Normal work hours are Tuesday thru Thursday from 0800 to 1200 hours. The Education Services Officer designee and the contractor may mutually agree to specific work elements/schedules that must be performed to assist in the normal day-to-day technology operations. The contractor will not work on American Holidays.

5. GUIDELINES: All tasks shall be accomplished in accordance with current applicable guidance and local base computer/technology guidelines.

6. SECURITY REQUIREMENTS FOR UNCLASSIFIED CONTRACTS:

1. SECURITY REQUIREMENTS

a. Reporting Requirements. Contractor personnel shall report to the Education Services

Officer (ESO) or Test Control Officer (TCO) any information or circumstances of which they are aware may pose a threat to the security of DOD personnel, contractor personnel or resources.

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

c. Key Control. (IF APPLICABLE) The contractor shall establish and implement methods of making sure 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.

i. The contractor shall immediately report to the ESO (Education Services

Officer) any occurrences of lost or duplicated keys.

ii. In the event keys, are lost or duplicated, the contractor may be required, upon written direction of the contracting officer, 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, the government shall replace all locks and keys for that system and the contractor will pay directly for the expense.

iii. 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.

7. SPECIAL REQUIREMENT: Contractor must inform the ESO (Education Services Officer) or designee of anticipated absence at least 24 hours prior absence except in emergency situations.

8. MATERIALS AND EQUIPMENT: The government will provide necessary workspace and access required to fulfill the requirements of this contract.

9. SPECIFIC TASKS:

a. Provide hardware and software system administration on all personal computers, servers, switches, routers, printers, and other peripherals critical to proper function of base education center technology systems.

b. Implement any new systems (software/hardware) as required. Set up new computers and other information systems in a timely manner to support gradual improvement of the ESC facility.

c. Provide all networking architecture recommendations and networking support to improve

ESC network as directed by the ESO.

d. Establish procedures for safeguarding all critical data. Design back-up methodology to guarantee uninterrupted Education Service Center services to customers.

e. Provide recommendations to ESO (Education Services Officer) for future planning and improvements to existing information systems structure.

f. Perform any other critical system support as requested by the ESO for successful operation of the ESC technology.

Lucia Ribeiro, LGS-11 PEDRO N. MENDES, USAF Education and Training Specialist Contracting Officer