Attachment 4 Task 2 - AMK-262 DSSI 3-3-2026.pdf

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Enterprise Services Center (ESC)

AMK-260

CUSTOMER SERVICE CENTER

SUPPORT (CSCS)

Task 2 - Desk Side Support and Implementation Task

Attachment 4

Enterprise Services Center 6500 South MacArthur Boulevard

Oklahoma City, OK 73125 March 3, 2026

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DATE: March 3, 2026

TASK NAME: Desk Side Support and Implementation – New Task TASK TYPE: Level of Effort (Labor Hour)

WORK ORIGINATOR: AMK-262

A. WORK DESCRIPTION:

Primarily provide support to the Desk Side Support and Implementation (DSSI) Unit (AMK-

262) Deployment and Asset Management Team (DAM Team), which is charged with purchasing/obtaining, imaging, configuring, installing, deploying, troubleshooting, and excessing personal computers (PCs) and their related peripherals for customers in the Enterprise Services Center (ESC) and ESC-supported desktop computing environment. DSSI supports approximately 4,000 desktops and/or laptops for all ESC and ESC supported customers at the MMAC. The ESC IT infrastructure is currently comprised of the most common Microsoft Windows servers, Active Directory, Dell-based desktops and laptops with Windows operating systems, and Microsoft Office productivity software. The service provider shall support any and all future technologies implemented into the ARC IT infrastructure.

1. The support services are required IAW the Customer Service Center Support (CSCS) contract references below:

Section 4 – Performance Requirements

4.1 Over and Above (O&A)

4.2 Technical Requirements for OA & Tasks

2. All hourly performance is subject to the limitation of obligated funding. The labor category/hours may be adjusted during the performance period when requested by AMK-262 COR. The increase or decrease in labor will be coordinated in writing by the CO. Productive hours are 1864 hours per year.

B. ADMINISTRATIVE CONSIDERATIONS:

Performance Schedule: The contractor (Personnel Computer Support Technicians) must provide the necessary support for the current DSSI environment. Personnel Computer Support Technicians are responsible for working independently, monitoring the deployment queue, and effectively prioritizing their workload daily. Personnel Computer Support Technicians must contact customers to schedule site visits. Personnel Computer Support Technicians set up new or existing desktop and laptop computers, providing superior computer hardware and software installation, configuration and troubleshooting support to ESC and ESC supported customers, to include, moving the PC from the customer’s location to the deployment facility if needed, imaging and updating PC, installation and configuration of non-standard application software, requesting and tracking hardware requests for warranty repairs/support and replacement parts, encryption if a mobile device (laptop, tablet, etc.), returning the PC to the customer’s location

Rev. Page 3 for completion of installation and configuration, and for use with Microsoft Windows or Apple Operating Systems to assure functionality. Personnel Computer Support Technicians log all computer setup and configuration actions in requests utilizing the provided ITSM software tool. The Personnel Computer Support Technicians must provide asset management support utilizing the ITSM software tool by updating information (computer user, organization, etc.). Personnel Computer Support Technicians resolve IT property issues by working with Government property custodians/delegates, property transfer documents and working with the provided AITS (Automated Inventory Tracking System) and the CSC ITSM software tool. The Personnel Computer Support Technicians must accomplish the analysis of customer requirements utilizing applicable tools. Services will include strong analysis of existing systems and possible solutions utilizing available technologies, recommending changes to meet ESC business requirements, technical documentation support, and troubleshooting technical issues. The contract support services include administrative responsibilities and the requirements to administer the task and support any maintenance requirements in support of existing core systems.

The Personnel Computer Support Technicians will, in fulfillment of this task, support the Deployment and Asset Management Team (DAM Team) and assist all other support teams in AMK-262, in times of high or low work volume, as required. Other support teams tasks may include, but are not limited to, face-to-face customer support, monitoring multiple event queues, effectively troubleshooting issues and resolving ITSM requests, and logging all corrective actions taken to resolve requests in the ITSM software tool. The Personnel Computer Support Technicians will utilize ISO 9000, CMMi and Oracle AIM methodology, Agile Processes established standards and/or procedures as defined by the FAA in the performance of this task. The contractor will use the available hardware and software provided by the FAA, as tools in the process.

Place of Performance:

Workstations within the Desk Side Support and Implementation Unit (AMK-262) facility located at the Mike Monroney Aeronautical Center in Oklahoma City, Oklahoma will be made available to the contractor.

Work Schedule:

The contractor personnel must work up to forty (40) hours in one (1) week period between the hours of 0600 and 1800 central time, Monday through Friday. All hours in excess of forty (40) hours are considered premium hours. Shift coverage from 0600 to 1800 may be required. The contractor will be notified two (2) weeks prior to any shift change.

Continuity of Services:

(a) The contractor recognizes that the supplies and/or services under this task are critical to FAA and must be continued without interruption during times of National Emergency or Incidents of National Significance. All supplies and/or services related to this task are to be continued without interruption are.

(b) National Emergencies or Incidents of National Significance include:

1. Outbreak of pandemic influenza or infectious disease;

2. Terrorist attack; and

3. Natural disaster.

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(c) Because the supplies and/or services under this task are deemed critical by FAA, the contractor must make every reasonable effort to deliver these supplies and/or services per the contract requirements during these times of National Emergency or Incidents of National Significance; however, the presence of this clause does not affect or diminish the Contractor’s rights under Default or Termination clauses incorporated into the task.

(d) Within 30 days after award, the contractor must submit a Continuity of Contract Performance Plan to the Contracting Officer (CO) for review and acceptance. This plan describes the processes and tools that the contractor will commit to ensure supplies and/or services are delivered as required during times of National Emergency or Incidents of National Significance. In an emergency situation or upon execution of the organization’s Continuity of Operations Plan (COOP) the COR will provide guidance on work requirements through the contracting officer. In the event communication with the contracting officer is not available, the COR will provide the work requirement to the contracting officer as soon as possible.

Inspection and Acceptance:

Inspection and acceptance criteria will be based upon ESC Desktop Support Standard Operating Procedures (SOP) and Knowledge Management (KM), International Organization for Standardization (ISO), and Information Technology Services Management (ITSM) system (currently BMC Remedy) documentation. Based on the monthly billing cycle, the COR will review the final products for adherence to these criteria, and acceptance of contractor performance.

Training:

New application software training may be required. Contractor support may be required to attend classes at the program site or at the software vendor’s training facility in accordance with Subsection 2.10 Training of the CSDS Performance Work Statement.

C. PRIVACY AND SECURITY

Clearance:

Reference PWS Section 6.1.

D. GOVERNMENT SUPPORT PROVIDED:

Facilities and Equipment:

Reference PWS Section 3.3

Programming manuals and supplies:

If services are provided at Government facilities, the Government must make all necessary manuals/documents available for all software/hardware tools required for the contractor support to perform their duties in relationship to executing this task. Also, the Government will

Rev. Page 5 provide administrative supplies such as pens, pencils, notepads, etc. All items as identified and furnished by the Government will be returned at the completion of the task.

E. CONTRACT SUPPORT:

Primary Point of Contact:

The contractor must designate on-site primary point of contact must be dedicated to the Desk Side Support and Implementation Unit customer support activities.

Contractor must provide an on-site primary contract point of contact whose functions include:

a. Coordinating with the COR on task issues/concerns;

b. Performing work on the task;

c. Responsible for quality assurance and monitoring;

d. Address disputes/customer complaints with COR;

e. Attend meetings on an as needed basis.

Task Assignments:

Contractor Support assigned to the task must have good working knowledge of Microsoft Windows desktop operating systems, vendor compatibilities, solid methodologies for presentations, and strategic planning skills.

Standards and Reference:

The contractor will utilize established standards and/or procedures as defined by the DAM Team Lead and FAA in the performance of this task. All documentation associated with this task must meet the Aeronautical Center guidelines and the established project management, accounting policies and procedures that will be made available to the contractor at all times throughout the duration of this task.

F. DELIVERABLES:

Reports:

Monthly status reports are required. This report must provide a current assessment of all work activities, summarizing the work performed during the month and written in accordance with the format established in CDRL A002 Monthly Progress, Invoicing and Payment (Task Level).

This report is reviewed monthly for accuracy and acceptance.

G. Reference Documents:

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Document No. Description Distribution AMKJG-262-60172 New PC Info Script Available after Award AMKJG-223B-60181 Asset Management Clearance Available after Award AMKJG-223B-60182 Asset Management Name

Change Available after Award

AMKJG-223B-60184 Asset Management Quality Control

Available after Award

AMKJG-262-60170 Computer Imaging Process Available after Award AMKJG-262-60169 Backup Restore Script Available after Award

AMKJG-262-60179 PC Setup and Completion Available after Award AMKJG-223B-60177 Belarc System Profile Available after Award AMKJG-223B-60164 Active Directory Accounts Available after Award AMKJG-223B-60180 Remote Services Using Bomgar Available after Award AMKJG-223B-60175 Administrative Access Available after Award AMKJG-262-60174 Software Installation Available after Award

AMKFM-262-60204 AMK-262 PC Setup Checklist Available after Award 4650-12 Property Form Available after Award

C. PRIVACY AND SECURITY