Attachment__2_-_Performance_Work_Statement--AFRC_IT_Support.pdf

PERFORMANCE WORK STATEMENT

FOR

INFORMATION TECHNOLOGY OPERATIONS AND

SUPPORT TECHNICIAN

MILITARY & FAMILY READINESS CENTER (MFRC)

MACDILL AFB, FL

7 JULY 2017

The Military & Family Readiness Center (MFRC) (Formerly Airman & Family Readiness

Center (AFRC) assists base leadership in identifying family concerns, resolving problems, helping families navigate the military system, and promoting family readiness and retention.

The M&FRC activities and services include the functional areas of relocation, transition, employment assistance, financial management, emergency assistance, personal & work life, personal & family readiness, volunteer resources, casualty & survivor’s benefits, military child education, and exceptional family member programs.

The MFRC utilizes a variety of technology and equipment to support the functional program areas and as resources for customers in the context of programs available to them. The equipment includes, but is not limited to computers, printers, scanners, digital senders, fax machines, and telephonic devices.

Job Requirements and Description: A degree or certification in Information Management and at least 3 years of practical experience in the field is required. Knowledge, skills and ability to operate latest Microsoft Office 2007 software and Windows operating system. Experience in job searching techniques, resume preparation, federal and DoD employment procedures, or other career information and counseling is also required. Must be knowledgeable with the Air Force

Family Matters Family Integrated Results and Statistical Tracking (AFFIRST) and Air Force Aid

Society Samaritan System to assist MFRC Director and Staff. Knowledge of all MFRC programs is highly recommended (ie Transition Assistance Program, Relocation, Spouse

Employment, Financial aid). The Contractor will provide troubleshooting services for all MFRC computers, peripheral equipment, and software. The Contractor will be responsible for the setup of PCs and the installation of hardware and software as appropriate. The Contractor will instruct

MFRC staff on proper use of software and hardware and provide any necessary training. The

Contractor will provide one-on-one assistance to staff members and customers with reference to the DC and/or equipment operations within the MFRC.

Job Responsibilities and Duties:

- Assist in determining future computer hardware & software needs to meet MFRC goals.

- Provide on-going training to MFRC staff on computer software programs as determined by MFRC Director or NCOIC

- Work with FSS Marketing to ensure updates for MFRC web pages to include the

MFRC SharePoint and Social Media sites

- Analyze, diagnose, and resolve computer related issues to ensure proper staff and customer support to meet requirements as dictated by 6th CS Customer Service protocols.

- Be knowledgeable of the 6th CS Customer Service and Support requirements and be able to open trouble tickets, follow-up with status, and tracked jobs.

- Troubleshoot and diagnose computer hardware and software problems and determine needed course of action to resolve problems.

- Knowledge of front counter customer service procedures to cover when required

- Responsible for daily business related activities in the DC o Monitor and assist clients using the Discovery Center (DC) for job search techniques, resume preparation, or other career counseling information o Maintain competency in DoDTAP o Maintain competency in federal employment procedures, DoD employment related web sites, and Department of Labor publications and web sites and others used to assist customers in MFRC programs. Such areas include the

Dictionary of Occupational Titles, Occupational Outlook Handbook, Occupation Exploration guides, ONET job descriptions, and military crosswalk to ONET jobs.

o Log and post job announcements in DC o Support Transition Assistance Program (TAP) Workshop o Assist TAP managers with quarterly DC report statistics o Be familiar with Veteran’s benefits such as medical, educational, dependent entitlements, home loans, claim forms, and work study programs.

- Be knowledgeable in MFRC marketing efforts to include publishing the monthly calendar, preparing articles for publication, and planning marketing strategies for and with MFRC staff

- Be available for MFRC duties during an established work schedule of not less than

26 hours and not more than 40 hours per week, during normal duty hours (0800-

1600; Monday – Friday; 1100-1600 Thursday) One hour is allowed for lunch.

Contractor will dress in appropriate business attire and maintain a professional appearance while providing services in the MFRC.

- If travel is necessary to provide IT Support to MFRC programs at off site locations, Contractor is required to use own POV.

- Contractor will be under the supervision of the MFRC Director (or NCOIC if

Director is unavailable).

- Responsible to notify the MFRC Director or NCOIC at least five duty days prior to any planned absence.

- Submit required billing invoices to MFRC NCOIC through the prescribed contractual payment system and maintain a record of services to support billing invoices.