Attachment 2 IT DOSS Service Catalog.xlsx
XLSX spreadsheet 46 KB Posted
- Solicitation number
- 70LGLY26ITDOSS
About this file
The document is a comprehensive Service Catalog for Information Technology Delivery and Operations Support Services (IT DOSS) for the Federal Law Enforcement Training Center (FLETC). The service catalog details 19 distinct IT service areas spanning Application, Compute, Data Center, Delivery, End User, IT Management, Network, Platform, Security & Compliance, and Storage domains, with specific task descriptions, support activities, and on-site/remote requirements.
The associated federal contract opportunity involves a full and open competition solicitation for IT support services across FLETC Training Delivery Points in Glynco (GA), Charleston (SC), Cheltenham (MD), and Artesia (NM). The contract will have a 12-month base period with nine 12-month option periods, totaling a potential 10-year duration. The procurement will follow a two-phase advisory down-select process with six evaluation factors, including Technical Approach, Staffing Plan, Corporate Experience, Past Performance, Performance Work Statement, and Price Proposal. Industry feedback is requested by close of business October 30, 2025, with submissions required via email to specific FLETC contacts.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment 1 IT DOSS Statement of Objectives.docx | DOCX document | |
| IT DOSS Draft Announcement Final.docx | DOCX document | |
| Attachment 3 IT DOSS CLIN Structure.xlsx | XLSX spreadsheet |
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Service Catalog
| TBM Tower | IT DOSS | ||||||
| Task Number | TBM Tower Label | Service / Capability | Service Description | Support Activities | Service Required on Optional Tasks (Yes/No) | On-site | |
| Application | Task 01 | Application -> Application Support & Operations | Camera Systems/After Action Review (AAR) Support | Specific to program, Installation, operations and maintenance of server Operating Systems, including installation, configuration, administration, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of server OS, etc. Also includes management and use of standard tools and agents for external monitoring or security compliance tools. | • | Install,move, test, upgrade, decommission and troubleshoot all server and systems applications, tools and services, including supporting software/tools for the application/service specific system. | |
| • | Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems application and tools administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Configure, test and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | Yes | On-site | ||||
| Application | Task 01 | Application -> Application Support & Operations | Camera Systems/IP Cameras | Stand Alone IP camera system that is attached to a network. The system comprises network-attached IP cameras and lenses, camera enclosures, the network, and the video recording system for training purposes. | • | Install, upgrade, and troubleshoot | |
| • | Provide on-site and remote technical support. | ||||||
| • | Maintain inventory control. | ||||||
| • | Manage refresh cycle | ||||||
| Create dashboards for executive reporting. | No | On-site | |||||
| Application | Task 01 | Application -> Application Support & Operations | Enterprise Security System (ESS) Support | Specific to program, Installation, operations and maintenance of server Operating Systems, including installation, configuration, administration, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of server OS, etc. Also includes management and use of standard tools and agents for external monitoring or security compliance tools. | • | Install, test, upgrade, decommission and troubleshoot all server and systems applications, tools and services, including supporting software/tools for the application/service specific system. | |
| • | Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems application and tools administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Configure, test and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | No | On-site | ||||
| Application | Task 01 | Application -> Application Support & Operations | Facilities & Maintenance System (FAMS) Support | Specific to program, Installation, operations and maintenance of server Operating Systems, including installation, configuration, administration, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of server OS, etc. Also includes management and use of standard tools and agents for external monitoring or security compliance tools. | • | Install, test, upgrade, decommission and troubleshoot all server and systems applications, tools and services, including supporting software/tools for the application/service specific system. | |
| • | Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems application and tools administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Configure, test and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | No | On-site | ||||
| Application | Task 01 | Application -> Application Support & Operations | Service Management System Tool Support |
FLETC's Service Management System (SMS) is used to direct, maintain, and control service management activities, processes and data to enable effective implementation and management of enterprise services. Enterprise service management tool functional application support:
• Customization and development of solutions for business processes
• Troubleshoot, diagnose, and resolve performance, configuration, and compatibility issues
• Configuration and installation of updates and application modules
• Performance and optimization monitoring of the installed solution(s)
• Provide user guidance, training, and education on developed solutions within the application
• Maintain Secuity updates and patches
• Maintain solutions for data backup and recovery
• Assist with integrating the application with third-party applications or services
• Manage assigned work and tasks to meet established deadlines and milestones
• Maintain up to date documentation for assigned tasks, user guides, designed solutions, and integration with other systems
| No | |||||
| Compute | Task 02 | Compute -> Servers -> Windows | Active Directory Account Management | The creation, modification, deletion, and monitoring of users, groups, and non-person entities (such as service accounts, shared accounts, and shared resources), and built-in, default or local users and groups. Monitoring and management of passwords, including management of tools related to systematic administration of accounts and groups and self-service portals or tools aimed at automatically assisting users with routine account management requirements. Also includes management of multi-factor authentication mechanisms (such as Personal Identity Verification (PIV) card) registrations and integrations with IT or network-based Identity management solutions, such as Privileged Access Management (PAM) tools and services. | • Create, modify, and delete (full lifecycle management) of all user accounts, across multiple domains and locally installed accounts on all workstations, servers, network access devices, as well as application local accounts in enterprise applications and tools |
• Create, modify, and delete (full lifecycle management) of all user accounts in Cloud environments not synchronized with an existing identity database or solution (i.e., Cloud Only privileged accounts)
• Reset of accounts related to passwords and account lockout policies and procedures
• Monitoring and management of password changes, both scheduled and ad-hoc per policy and procedures, for all non-PIV or non-managed accounts
• Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation.
• Provide on-site and remote technical support for systems application and tools administration and operations.
• Fully document support tickets on reported issues.
• Test alternative pathways to resolve an issue.
• Configure, test, and provide ongoing management of account management applications or tools related to hardening, security best practices and other requirements as specified by federal government procedures, practices, and guidelines.
• Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners, and Authorizing Officials.
• Provide operational systems, user, and group administration (e.g., User Provisioning) for all services, domains, networks, and environments within the organization, including external partner or department level coordination, such as DHS AppAuth, Microsoft 365, etc. (see DHS Enterprise Programs section)
| Yes | Onsite/Remote | ||||||
| Compute | Task 02 | Compute -> Servers -> Windows | Compute Management | Operations and maintenance of hardware equipment, firmware, and software tools in support of centralized IT operations and equipment for the purposes of storing, processing and disseminating data and applications. Installation of hardware, including break/fix and new equipment, such as server chassis systems and supporting blade hardware and connectivity, server compute blades, standalone servers, server system peripherals, KVM appliances and modules, etc. | • | Install, test, upgrade, decommission and troubleshoot all hardware, firmware and supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with equipment troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for data center operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain inventory control for all data center equipment. | ||||||
| • | Create and maintain drawing, diagrams and logical maps of server systems, data center floor plans, and data center rack elevations. | No | Onsite/Remote | ||||
| Compute | Task 02 | Compute -> Servers -> Windows | DHS Enterprise Programs - Network Systems | Coordination with external partners, vendors or government entities to provide enablement of applications and services outside of organization control, requiring knowledge, terminology and understanding of systems technologies, servers, and identity in order to properly support these types of efforts. | • | Coordinate all service or application specific requests, incidents, outages and changes necessary for external component or department integrations, communication or solutions. | |
| • | Escalate to and assist vendors and external contractors with service or solution troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems services or solutions, including administration, configurations or installations as a part of the organizations participation in the tool or service with the external partner or department. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • Provide escort services to outside entitiies to include third party vendors, contractors, providers, or any personnel needing access to FLETC facilities that are performing server system related duties. | No | On-site/Remote | |||||
| Compute | Task 02 | Compute -> Servers -> Windows | Identity, Credential, and Access Management (ICAM) | Programs, processes, technologies, and personnel used to create trusted digital identity representations of individuals and non-person entities (NPEs), bind those identities to credentials that may serve as a proxy for the individual or NPE in access transactions, and leverage the credentials to provide authorized access to an agency‘s resources. | • Install, test, upgrade, decommission and troubleshoot all server and systems applications, tools, and services, including supporting software/tools for the enterprise. |
• Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair, and installation.
• Provide on-site and remote technical support for systems application and tools administration and operations.
• Fully document support tickets on reported issues.
• Test alternative pathways to resolve an issue.
• Configure, test, and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines.
• Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners, and Authorizing Officials.
| No | On-site/Remote | ||||||
| Compute | Task 02 | Compute -> Servers -> Windows | Server Management | Installation, operations and maintenance of server Operating Systems, including installation, configuration, administration, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of server OS, etc. Also includes management and use of standard tools and agents for external monitoring or security compliance tools. | • | Install, test, upgrade, decommission and troubleshoot all server operating systems, including supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with OS troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for server OS administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain asset management for all server OS, including documentation of server/application maps, server services and application interfaces. | ||||||
| • | Configure, test and provide ongoing management of server OS hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | Yes | On-site | ||||
| Compute | Task 02 | Compute -> Servers -> Windows | Systems Applications and Services | Distributed platform, application and system integration resources enabling cross application development, communications and information sharing. Support and administration of fundamental network services that provide the foundation of network access, communication, data storage, printing, security, updates, patching, etc. for a fully functional IT system environment. | • | Install, test, upgrade, decommission and troubleshoot all server and systems applications, tools and services, including supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems application and tools administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Configure, test and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | ||||||
| • | Provide operational systems, user and group administration for all services, domains, networks and environments within the organization, including external partner or department level coordination, such as DHS AppAuth, Microsoft 365, etc. (see DHS Enterprise Programs section) | ||||||
| • | Create and maintain server and application maps or logical diagrams. | No | On-site/Remote | ||||
| Data Center | Task 03 | Data Center -> Enterprise Data Center | Datacenter Management | Operations and Management of Datacenter Operations | • Maintain commercial, backup (generator) and uninterruptible power supply (UPS) units to maintain adequately conditioned power to FLETC's mission critical network, voice life/safety, and intrusion detection systems within FLETC'S Datacenter. |
• Schedule maintenance and preventive maintenance inspection of facility's power and environmental control systems.
• Manage facility cooling units to maintain temperature and humidity in computer support facilities (CSF) to protect critical enterprise systems at each FLETC location.
| •Provide escort services to outside entities to include third party vendors, contractors, providers, or any personnel needing access to FLETC facilities that are performing enterprise infrastructure related duties. | No | On-site | |||
| Delivery | Task 04 | Delivery -> IT Service Management | Configuration Management | A systems engineering process for establishing and maintaining consistency of IT service management, as defined by ITIL, to track and control IT resources and services across an enterprise and how these items relate to one another. | |
| The configuration management function and supporting processes categorize and track individual configuration items and document their functional capabilities and interdependencies. This results in improved problem identification and an enforceable and desired enterprise configuration. | • Customization, development, and configuration of an IT Configuration Management solution within the SMS and in line with business processes |
• Troubleshoot, diagnose, and resolve performance, configuration, and compatibility issues
• Performance and optimization monitoring
• Provide user guidance, training, and education
• Maintain solutions for data backup and recovery
• Assist with integrating with third-party applications or services
| • Maintain up to date documentation for user guides | No | Remote | ||
| Delivery | Task 04 | Delivery -> IT Service Management | IT Asset Management |
Provides solutions, support, and administrative functions to maintain an accurate account of technology assets, lifecycle costs, and risks to maximize the business value of the organization’s architecture and technology strategy, system support obligations, and data for governmental acquisition decisions. • Customization, development, and configuration of IT Asset Management processes in line with business processes and administrative management oversight of the application within the SMS
• Troubleshoot, diagnose, and resolve data discrepancies
• Ensure assets required to deliver services are properly captured, controlled, and reported
• Provide user guidance, training, and education
• Ensure integrity of asset records by maintaining an accurate and complete inventory
• Assist with integrating with third-party applications or services
| • Maintain up to date documentation for user guides | No | On-Site/Remote | |||
| Delivery | Task 04 | Delivery -> IT Service Management | Knowledge Management | Establish, maintain, and improve the effective, efficient, and convenient use of information and knowledge across the organization. | |
| Knowledge management activities form three key processes: |
- Establish and maintain the knowledge management function that ensures the existence and improvement of an environment where all stakeholders understand the nature of knowledge and are willing to create, use, and transfer it.
- On demand/adhoc information discovery, capture and provision of new information in response to unusual and non-routine requests.
| -Information model management and integration is focused on the management of knowledge documents throughout their lifecycle and the effective integration of the knowledge into an organization’s knowledge management practice environment. | No | Remote | |||||
| Delivery | Task 04 | Delivery -> IT Service Management | Land Mobile Radio (LMR) Device Support | Provides direct user support to Land Mobile Radio users (handheld and in-vehicle) | • | Provide enterprise-wide Tier 1, Tier 2, Tier 3 support. | |
| • | Inspect, test, maintain, and perform minor repair of Government Land Mobile Radio equipment to include but not limited to handheld radios, car mounted radios, and base stations. | ||||||
| • | Replace batteries, microphones, antennas, worn parts; replace defective cords and accessories; tighten mounts; and clean external surfaces and electrical contacts as needed. | ||||||
| • | Ensure all equipment has FLETC RFID labels affixed, and equipment is entered in the Enterprise IT Asset Management system. | ||||||
| • | Maintain inventory to include a location and use of each land, mobile, or base radio. | ||||||
| • | Perform quarterly inspection and preventive maintenance on all radio equipment to ensure proper operation. | ||||||
| • | Initiate request for replacement parts, lifecycle replacement, and appropriate bench stock. | ||||||
| • | Code plug configuration and maintenance | Yes | On-Site | ||||
| Delivery | Task 04 | Delivery -> IT Service Management | Problem & Incident Management | Responsible for managing the lifecycle of all reported incidents. This service ensures that normal service operation is restored as quickly as possible with minimal business impact through standardized processes to ensure the levels of service quality is maintained. | • Provides investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution to a cause, or potential cause, of one or more incidents |
• Ensure standardized process are utilized for the reporting and resolution of all incidents.
• Reduces the number and impact of future incidents by analyzing root causes and preventing Incidents from happening in the future.
• Customization, development, and configuration of the Problem Management functions and capabilities in line with business processes
• Design & draft documentation outlining the details of a problem management processes inline with enterprise, agency, and departmental requirements.
• Maintain documentation for the problem management processes, creating the appropriate documentation when none is available.
• Provide reporting functionality of problem identification, relolution, root cause analysis, etc. in line with the problem management process.
• Provide user guidance, training, and education
• Process integration with third-party applications or services
• Maintain up to date documentation (guides, operating procedures, etc.)
| No | Remote | ||
| Delivery | Task 04 | Delivery -> IT Service Management | Service Management Process Development and Support |
| Responsible for developing, maintaining, and managing the service management related processes. This service maintains customer satisfaction through efficient handling of requests and by providing customers information about availability of services and the procedure to obtain them. | • Customization, development, and configuration of service management capabilities and processes within the SMS and in line with various enterprise business processes to support Incident Management, Service Request Management, Knowledge Management, and IT Asset Management. |
• Lead working groups and project teams to define process requirements
• Design & draft workflows outlining all details associated with buiness processes prior to implementation within the SMS.
• Maintain documentation for the SMS process workflows, creating the appropriate documentation when none is available.
• Support muliple channels for receipt, tracking, and reporting of approved services.
• Provide user guidance, training, and education
• Process integration with third-party applications or services
| • Maintain up to date documentation (guides, operating procedures, etc.) | No | Remote | ||
| Delivery | Task 04 | Delivery -> IT Service Management | Service Offering Catalog Management |
This service develops, supports, and manages an enterprise service catalog. This service catalog is a vehicle to guide organizational staff to various executable offerings regardless of business owner. A well implemented service catalog aims to increase quality of service through improved consistent and transparent business processes, elimination of redundancies, and identification of service gaps. • Establish and maintain IT Service Catalog
• Administration of the FLETC Service Portal
• Customization, development, and configuration of an Enterprise Service Catalog and Service Portal and in line with business processes
• Provide user guidance, training, and education
• Process integration with third-party applications or services
| • Maintain up to date documentation (guides, operating procedures, etc.) | No | Remote | |||||
| Delivery | Task 05 | Delivery -> Operations Center | Network Operations Security Center (NOSC) | Responsible for monitoring and protecting all FLETC IT systems and communications capabilities; reporting outages; coordinating recovery and resumption of critical IT systems and communications; and preventing cyber threats to the FLETC IT enterprise environment. The FLETC NOSC is part of a federated model of DHS components using Cyber Threat Intelligence to detect malicious activity and to thwart active, persistent threats against DHS personnel and the Department IT enterprise. | • | Infrastructure, Systems, and Services Monitoring | |
| • | Security Monitoring | ||||||
| • | Incident Response/Incident Management | ||||||
| • | Manage and Maintain Infrastructure Monitoring Tools | ||||||
| • | Manage and Maintain Security Monitoring Tools | ||||||
| • | PKI Certificate Management | ||||||
| • | Outage Notification, Communications, and Response Management | ||||||
| • | Vulnerability Management | No | On-site/Remote | ||||
| End User | Task 06 | End User -> Conferencing & AV | Conferencing, Audiovisual, and Communications | Audio and video conferencing equipment typically used in conference rooms and dedicated telepresence rooms to enable workforce communications. |
Hardware installation, maintenance, and replacement for FLETC’s audiovisual services, public announcement communication equipment, and security services.
| • | Prepare, configure, deploy, maintain, and troubleshoot video conferencing systems for approved conference rooms, shared meeting spaces, and offices. | ||||||
| • | Provide users with simple, step-by-step instructions on the use of video conferencing systems. | ||||||
| • | Fully document support tickets on reported issues | ||||||
| • | Provide inventory control and asset management for all video conferencing systems and associated peripherals. | ||||||
| • | Create, update, and replace documentation related to the configuration, assignment, and deployment of video conferencing systems. | ||||||
| • | Install all hardware associated with videoconferencing technology, including TVs, cameras, microphones, and wiring. | ||||||
| • | Install and maintain hardware associated with Public Address systems. | ||||||
| No | On-Site | ||||||
| End User | Task 07 | End User -> End User Software -> Collaboration | Business Software | Client related software used to author, create, collaborate, and share documents and other content. Examples include email, communications, messaging, word processing, spreadsheets, presentations, desktop publishing, graphics, and others. Level 3 categories include Productivity; Communications; Collaboration. | • | Evaluates and escalates problems related to software configurations. | |
| • | Liaisons with software vendors for troubleshooting, platform support and training, etc. | ||||||
| • | Develops various training materials and assists in end-user training and support for internal and external FLETC software users. | ||||||
| • | Communicates with vendors for products and services, including warranty services. | ||||||
| • | Implements policies to increase efficiency, productivity, and customer service for software-related issues. | ||||||
| • | Plans, implements, and maintains technical documents related to the FLETC software environment. | ||||||
| • | Evaluates and recommends upgrade methodologies. | ||||||
| • | Assists in or implements operating system updates and enhancements. | ||||||
| • | Plans, evaluates, and recommends desktop software standards. | ||||||
| No | On-site/Remote | ||||||
| End User | Task 08 | End User -> IT Help Desk | IT Help Desk | Centralized help desk resources that handle user requests, answer questions, and resolve issues. | • Staff a ticket-based helpdesk solution |
• Provide user assistance and troubleshooting with simple, step-by-step instructions, in non-technical termonology so they can understand.
• Provide remote technical support and troubleshooting via various remote tools to users when applicable, striving for first-call resolutions.
• Fully document support tickets on reported issues •Provide staffing for IT front desk to issue equipment and serve walk-in customers using industry standard Tier I, Tier II, & Tier III support structure
| Tier 1 and 2 support for the Student Administration & Scheduling System (SASS). | Yes | On-site/Remote | ||||
| End User | Task 09 | End User -> Mobile Devices | Mobile Devices | GFEs that include cell/smart phones, MiFis, tablets,and apps used by individuals to perform work. | • Configure and deploy mobile devices (Cell phones/smartphones/hotspots/sat phones) for end users. |
• Guide users with simple, step-by-step instructions
• Provide remote/on-site technical support and troubleshooting to users.
• Remotely assist customers through the installation of apps
• Fully document support tickets on reported issues
• inventory control and asset management for all mobile devices & associated peripherals (chargers, cases, cables).
| • Create/update/replace documentation related to the configurations/assignment/deployment/return of Government issued mobile devices. | No | On-site | ||||||
| End User | Task 10 | End User -> Network Printers | Printing/Network Printers | Small network or individual printers. This include printers connected to FLETC workstation/network, locally attached printers, laser printers, departmental or copy-room printers. | Device management, maintenance services, printers are setup on print server for printing functionallity on the FLETC IT network, Assist users in connectivity to network & workstations for printing/scanning, install supplies in specific training venues, and on-site managed print services (MPS) on the FLETC IT network. Print Services include delivering, staging, configuring, installing, deploying and disposing of all packaging material. Manage inventory. | Yes | On-site | |
| End User | Task 11 | End User -> Workspace | IT Help Desk/Workspace Support (Workspace Services) |
Client desktops, laptops, thin client machines, and peripherals (including monitors, standalone printers, docking stations, headsets, mice, keyboards, and webcams used by individuals to perform work). • Install, upgrade, and troubleshoot all hardware and software for the installed customer base.
• Provide on-site and remote technical support to users.
• Fully document support tickets on reported issues
• Assist customers through the installation of applications and computer peripherals, including classroom technologies based on the FLETC standard classroom configuration.
• Guide users with simple, step-by-step instructions
• Conduct troubleshooting when required.
• Test alternative pathways to resolve an issue.
• Maintain inventory control and asset management for all IT Assets.
• Create dashboards for executive reporting.
• Quick response to IT incidents affecting training, including classroom technologies based on the FLETC standard classroom configuration.
• Proactive monitoring of classroom technology, including periodic testing of equipment.
| • Provide a Training Response Unit (TRU) physically located in a classroom building at Glynco TDP to provide a quick response to IT issues affecting the training mission and perform proactive classroom technology checks. | Yes | On-site | ||||
| IT Management | Task 12 | IT Management -> Management & Strategic Planning | Program Support Services | Miscellaneous services required in support of other IT services or that do not fit in other services. | •Knowledge Management – Leverage knowledge management tools to eliminate knowledge silos and foster the proliferation of knowledge throughout the organization. | |
| •Communications Services – Provide communications services in the development, editing and distribution of weekly, monthly and ad hoc reports. | No | Remote | ||||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Configuration Management and Compliance - Wired | Outline the procedures for network access device configuration managmenet, baselining, security hardening, configuration backup, network path resiliency and redundancy, network access device configuration and path recovery in case of system failures or service interruptions. (WAN/LAN/Wired/Cloud) | • Design, implement, operate and maintain configuration management and compliance tracking solutions and tools to perform scheduled backups, configuration change monitoring and continuous monitoring of regulatory, organizational and federal security complaiance of critical network access device configurations and operations. |
• Conduct routine testing of backup and recovery procedures to ensure that data can be successfully restored in case of a disaster. Regularly verify the integrity of backup files and assess the restoration process.
• Conduct routine reviews of security compliance of network access device configurations, and re-baseline or correct configurations back to baseline.
| • Monitor and report using tools or manual methods that provide in depth and automated logging, correllation and reporting of configuration changes, security compliance adherance and systematic review of changes being made or commands and scripting being ran on network access devices. | No | On-site | ||||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Configuration Management and Compliance - Wireless | Outline the procedures for network wireless access device configuration managmenet, baselining, security hardening, configuration backup, nework path resiliency and redunadancy, wireless network access device configuration and path recovery in case of system failures or service interruptions. | • Design, implement, operate and maintain configuration management and compliance tracking solutions and tools to perform scheduled backups, configuration change monitoring and continuous monitoring of regulatory, organizational and federal security complaiance of all wireless management and network access points configurations and operations. |
• Conduct routine testing of backup and recovery procedures to ensure that data can be successfully restored to wireless management devices in case of a disaster. Regularly verify the integrity of backup files and assess the restoration process.
• Conduct routine reviews of security compliance of network access device configurations, and re-baseline or correct configurations back to baseline.
| • Monitor and report using tools or manual methods that provide in depth and automated logging, correllation and reporting of configuration changes, security compliance adherance and systematic review of changes being made or commands and scripting being ran on network Access Points. | No | On-site | ||||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Maintenance and Monitoring - Wired | Detail the ongoing maintenance and monitoring services, including the schedule of regular network health checks, software updates, and hardware maintenance. (WAN/LAN/Wired/Cloud) | •Conduct daily checks to monitor the overall health of the network. This includes assessing network traffic, bandwidth utilization, and basic performance metrics. Automated monitoring tools can be set up to generate alerts when predefined thresholds are exceeded. |
• Perform more comprehensive checks on a weekly basis. This involves reviewing logs, examining error reports, and ensuring that critical network services and devices are operational. Verify that backup systems are working correctly.
• Regularly update firmware on network devices such as routers, switches, and wireless controllers. Ensure that these updates are tested in a controlled environment before deployment to prevent unexpected issues..
• Ensure that redundant systems and failover mechanisms are in place to minimize downtime in case of hardware failures. Regularly test failover scenarios to ensure they work as expected.
• Review logs generated by network devices and servers to detect anomalies, security breaches, or performance issues. Implement log aggregation and analysis tools to streamline this process.
• Maintain up-to-date documentation of the network topology, configurations, and hardware/software inventory. This documentation is invaluable for troubleshooting and planning.
• After resolving network incidents, conduct post-incident analysis to identify the root causes and implement preventive measures to avoid similar issues in the future.
| • Provide escort services to outside entitiies to include third party vendors, contractors, providers, or any personnel needing access to FLETC facilities that are performing network infrastructure related duties. | No | On-site/Remote | |||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Maintenance and Monitoring - Wireless | Detail the ongoing maintenance and monitoring services, including the schedule of regular wireless network health checks, software updates, and wireless hardware maintenance. | |
| Installation, operations and maintenance of wireless infrastructure network devices. | •Conduct daily checks of the Cisco CPI, Aruba Airwave and Solarwinds Orion to monitor the overall health of the network. This includes assessing network traffic, bandwidth utilization, and basic performance metrics. Automated monitoring tools can be set up to generate alerts when predefined thresholds are exceeded. |
• Perform more comprehensive checks on a weekly basis. This involves reviewing logs, examining error reports, and ensuring that critical network services and devices are operational. Verify that backup systems are working correctly.
• Regularly update firmware on network devices such as wireless controllers and Access Points. Ensure that these updates are tested in a controlled environment before deployment to prevent unexpected issues.
• Ensure that redundant systems and failover mechanisms are in place to minimize downtime in case of hardware failures. Regularly test failover scenarios to ensure they work as expected.
• Review logs generated by network devices and servers to detect anomalies, security breaches, or performance issues. Implement log aggregation and analysis tools to streamline this process.
• Install, test, upgrade, decommission and troubleshoot all network infrastructure devices, including supporting software/tools for the enterprise.
• Maintain up-to-date documentation of the network topology and configurations. This documentation is invaluable for troubleshooting and planning.
• After resolving network incidents, conduct post-incident analysis to identify the root causes and implement preventive measures to avoid similar issues in the future.
| • Provide escort services to outside entitiies to include third party vendors, contractors, providers, or any personnel needing access to FLETC facilities that are performing network infrastructure related duties. | No | On-site/Remote | |||||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Management - Wired | Installation, operations and maintenance of infrastructure network devices, including installation, configuration, administration, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of network devices, etc. Also includes management and use of standard tools and agents for external monitoring or security compliance tools. (WAN/LAN/Wired/Cloud) | • | Install, test, upgrade, decommission and troubleshoot all network infrastructure devices, including supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for network administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain asset management for all infrastructure network devices, including documentation of network maps, network topology and services. | ||||||
| • | Configure, test and provide ongoing management of network hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | Yes | On-site | ||||
| Network | Task 13 | Network -> LAN_WAN -> LAN | Network Management - Wireless | Management of wireless network devices including administration, inventory, patching, upgrading, standardization of security and hardening, baselining of configurations, creating and running scripts for efficient management or repetitive tasks related to maintenance and deployment of network devices, etc. Also includes management and use of security compliance tools. (WAN/LAN/Wireless/Cloud) | • | Escalate to and assist vendors and external contractors with troubleshooting, repair and installation. | |
| • | Provide on-site and remote technical support for network administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain and document asset management for all wireless infrastructure network devices. | ||||||
| • | Configure, test and provide ongoing management of network hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | ||||||
| Yes | On-site | ||||||
| Network | Task 14 | Network -> LAN_WAN -> WAN | DHS Enterprise Networking | Coordination with external partners, vendors or government entities to provide network connectivity and services outside of organization control, requiring knowledge, terminology and understanding of network technologies, servers, identity and cloud in order to properly support these types of efforts. (WAN/LAN/Wired/Cloud) | • Coordinate all service or application specific requests, incidents, outages and changes necessary for external component or department integrations, communication or solutions. |
• Escalate to and assist vendors and external contractors with service or solution troubleshooting, repair and installation.
• Provide on-site and remote technical support for systems services or solutions, including administration, configurations or installations as a part of the organizations participation in the tool or service with the external partner or department.
• Fully document support tickets on reported issues.
• Test alternative pathways to resolve an issue.
| • Fully document support tickets on reported issues. | No | On-site/Remote | ||||
| Network | Task 15 | Network -> Transport -> Data | Fiber/Copper Cable Plant Management- All Sites | Includes: Inside and Outside Cable Plants | • Manage FLETC’s enterprise Inside Plant (ISP) and Outside plant (OSP) Cable plant. |
• Survey, procure and schedule all ISP/OSP cable installation
• Provide quality control functions of small and large cable installation and maintenance activities
• The ISP structured cable component which includes twisted pair copper and fiber optic cable, patch panels and patch cables within a building and OSP refers to all the equipment, cables and infrastructure that located outside of a building, which includes copper and fiber optic cable, underground conduits, handholes, maintenance holes and establishes a circuit path to end users
• Represent Chief information Office during FLETC's construction meeting
| • Maintain site telecommunications cable records, ensure drawings are documented, and to the appropriate member upon completion of all work performed on the cable plant. | No | On-site | ||||
| Network | Task 16 | Network -> Transport -> LMR | Land Mobile Radio (LMR) Infrastructure Management | Operation and Maintenance Support of the Enterprise LMR Infrastructure. | •Verify proper installation, testing, upgrade, decommission and troubleshooting of all Land Mobile Rado infrastructure, including supporting Motorola software/tools for the enterprise. |
•Ensure full documentation of outages and tickets on reported issues.
•Fully document support tickets on reported issues.
•Assist vendors and external contractors with FLETC access to site and premise locations for service or solution troubleshooting, repair and installation.
| •Provide escort services to outside entities to include third party vendors, contractors, providers, or any personnel needing access to FLETC facilities that are performing LMR infrastructure related duties. | No | On-site | |||||
| Platform | Task 17 | Platform -> Database | Database Administration | Provide design, implemenation, operations and maintenance support of physical or virtual installation and performance of database management system (DBMS) software both on-premise and in public cloud environments. Review, evaluate, design and implement new databases and data structures for new and existing applications. Monitor and improve the performance of applications accessing databases. | • | Install, test, upgrade, decommission and troubleshoot all database applications, tools and services, including supporting software/tools for the enterprise. | |
| • | Provide administration of all database servers and instances, in coordination with application owners, administrators, developers, etc., both internal and external to the organization. | ||||||
| • | Provide database query scripting support necessary for operation, testing, troubleshooting and operation of all enterprise and application specific database instances. | ||||||
| • | Escalate to and assist vendors and external contractors with application or tools troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for systems application and tools administration and operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Configure, test and provide ongoing management of server application or tool hardening, security best practices and other requirements as specified by federal government procedures, practices and guidelines. | ||||||
| • | Fully document, process and close any security exceptions or waivers to the above, with the guidance of security, Systems Owners and Authorizing Officials. | No | On-site/Remote | ||||
| Storage | Task 18 | Storage -> Offline Storage | Backup and Recovery Management | Online and Offline storage resources used for archive, backup & recovery to support data loss, data corruption, disaster recovery and compliance requirements of the distributed storage. | • | Install, test, upgrade, decommission and troubleshoot all hardware, firmware and supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with equipment troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for backup and recovery operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain inventory control for all backup equipment. | ||||||
| • | Maintain inventory control, rotation and shipment for all backup media and supplies. | ||||||
| • | Run routine restore test procedures, providing artifacts and ticket documentation. | ||||||
| • | Assist remote or branch office staff with tape rotations, shipping and tape media management operations and procedures. | No | On-site | ||||
| Storage | Task 19 | Storage -> Online Storage -> On Premise | Storage Management | Operations and maintenance of hardware equipment, firmware, and software tools in support of centralized IT operations and equipment for the purposes of storing, processing and disseminating data and applications. Installation of hardware, including break/fix and new equipment, such as SAN hardware, data drives (HDD, SSD, Flash, etc.), configuration of physical and logical storage configurations, storage related networking (Fiber Channel, iSCSI, NFS, CIFS, etc.), support of interface connectivity within physical servers and in conjunctions with virtualization, virtualized SAN (vSAN), etc. | • | Install, test, upgrade, decommission and troubleshoot all hardware, firmware and supporting software/tools for the enterprise. | |
| • | Escalate to and assist vendors and external contractors with equipment troubleshooting, repair and installation. | ||||||
| • | Provide on-site and remote technical support for data center operations. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Test alternative pathways to resolve an issue. | ||||||
| • | Fully document support tickets on reported issues. | ||||||
| • | Maintain inventory control for all data center equipment. | No | On-site |
TBM Towers
| TBM Code | IT Tower Level 1 | IT Tower Level 2 | IT Tower Level 3 | IT Tower Label | Description | Supplemental Guidance for Federal Implementation |
| Application | Software application development, testing, release, support, operations, and licenses. |
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File details come from the government source that posted it. Updated .