SOW_A4I_Tech_Support_Analyst_12_Aug_19.pdf

STATEMENT OF WORK (SOW)

FOR

TECHNICAL SUPPORT ANALYST

TO

AIR FORCE SPECIAL

OPERATIONS COMMAND

INSTALLATIONS DIVISION

(AFSOC/A4I)

12 AUGUST 2019

1. DESCRIPTION OF SERVICES

1.1 GENERAL TASK DESCRIPTION

1.1.1 AFSOC INSTALLATIONS DIVISION (A4I) FOCUS. Air Force Special Operations Command (AFSOC), Logistics, Engineering, and Force Protection Directorate (A4), Installations Division (A4I) is responsible for managing the Civil Engineering and Force Protection requirements for the Command. These responsibilities are vast and encompass the spectrum of Special Operation Forces (SOF) Civil Engineering programs such as Military Construction (MILCON), Operations and Maintenance (O&M), Facility Sustainment Restoration and Modernization (FSRM), Air Rapid Response Kit (ARRK), Chemical, Biological, Radiological, and Nuclear (CBRN) and Force Protection programs such as Deployed Aircraft Ground Response Element (DAGRE), Counter Unmanned Aerial Systems (c-UAS), Anti-Terrorism/Force Protection (AT/FP), Force Protection Career Field Management (FAM), Defense Critical Infrastructure Program (DCIP), Core Vulnerability Assessment Program (CVAMP), Contingency Operations Management, and Combat Arms Training and Maintenance (CATM) Management.

1.1.2 REQUIREMENT. Contractor support is required to assist the AFSOC Installations Division (A4I) to meet operational readiness and sustain in-place retained staff supporting worldwide missions. This SOW provides the minimum technical support analyst requirements to support the Division in daily operations.

1.1.3 SCOPE. This requirement estimates the need for one (1) Full-Time Equivalent (FTE) to perform duties as outlined in paragraph 1.2.1. below.

1.2 SPECIFIC REQUIREMENTS

1.2.1 Specific Task Description of Technical Support Analyst: Contractor personnel shall provide technical support to the Division staff in the preparation and maintenance of engineering and force protection reports, studies, and evaluations; define technical problems and works with engineering/force protection staff to determine solutions; plan and schedule Division/Branch level meetings, calendars and events; manage Division/Branch level tasks, draft performance evaluations, decorations, and other correspondence; assist with necessary internal Division level operations to include training, security, development of organizational operating instructions and regulations and personnel assistance. Contractor personnel shall also assist staff on establishing local policy and maintain procedures, records, files of various types and ensure the business operation is effective and efficient. They shall assist in performing other technical support analyst Division/Branch level work in support of the business organization as needed. Performs ongoing activities to maintain and enhance overall Division performance. At a minimum, technical support analyst shall routinely perform the following tasks:

1.2.1.1 Serves as lead A4I Division integrator between the Division Chief, Deputy, Branch Chiefs, and all A4I team members. Acts as the liaison between the A4I staff and A4 executive support staff members and other AFSOC Directorate(s) support staff as required. Answers/tracks all incoming telephone calls, emails, suspenses and other correspondence as required and as directed by the A4I leadership. Troubleshoots office related problems and situations as they develop and recommends solutions for A4I leadership to implement.

1.2.1.2 Serves as lead A4I technical support manager of the automated Task Management Tool (TMT) on the Non-Classified Internet Protocol Router (NIPR) and the Secure Internet Protocol Router (SIPR) networks. Performs as the Division Core User who accepts all assigned A4I tasks, reviews each task and based on the content assigns them to the appropriate A4I branch(s) and team member(s), as required. Assists Division team members with the development of TMT tasks and relays to A4 executive support for action. Works closely with other AFSOC executive staffs to actively track and enforce delivery deadlines for all tasks and suspense materials.

1.2.1.3 Prepares all documentation required for the Division Chief to conduct the A4I weekly synchronization meeting with Deputy, Branch Chiefs and the Technical Support Analyst. Provides all attendees hard copy print-outs of the A4 Directorate 2-week calendar, the A4I Division Chief 2-week calendar, list of A4I TMT Taskers, and the previous week’s A4I Items of Interest (IOI) slide for review.

Responds to inquiries from leadership concerning calendar items, TMT tasks, and documents changes to the IOI slide. Takes action after each meeting to de-conflict calendar events, assign TMT items as directed and updates the A4I IOI slide as required.

1.2.1.4 Manages the A4I SharePoint site and the A4I shared server folder.

Ensures A4I documents uploaded to the site and server are current and accurate, to include at a minimum: all staff meeting slides, A4I priority slides, temporary duty slides, leave and appointment calendars, recall rosters, telephone directories and other documents as required.

1.2.1.5 Coordinates, develops and organizes all A4I weekly staff meeting slides via Microsoft Power Point and Excel. Communicates with branch chiefs and team members to ensure slides are updated prior to meetings as required. Prepares conference room for meeting, loads briefing to conference room computer, runs slides during meeting and documents action items identified by the A4I leadership.

Tasks action items with reasonable completion dates to appropriate A4I team members as required. Follows-up with team members to ensure action items are completed and progress reported to A4I leadership.

1.2.1.6 Manages the A4I Division Chief and Deputy calendars, conference calls and other meetings via Microsoft Outlook calendar. De-conflicts meetings and ensures VTC and telecon meetings are scheduled appropriately as required.

1.2.1.7 Develops, publishes, reviews memos, templates, and email taskers for completeness, accuracy and clarity; if any changes are required, works with the appropriate A4I team members to make the required updates.

1.2.1.8 Assists with the proper handling and disposition of any classified materials entering the office and coordinates with local security manager as required.

1.2.1.9 Reviews the accuracy and grammatical completeness of a wide variety of recurring and nonrecurring correspondence, reports, and other documents and correspondence/documents prepared by others in handwritten or electronic drafts.

Returns corrected documentation to originator for final disposition or forwards for signature or other action as requested by the originator.

1.2.1.10 Uses multiple office automation software with varied functions to produce a wide range of documents that often require complex: formats, such as graphics or tables within text, editing and reformatting electronic drafts, and updating or revising existing databases or spreadsheets.

1.2.2 Technical Support Analyst requirements:

1.2.2.1 At a minimum, must have an associates degree with at least one year of experience working in an office environment or a high school diploma with at least 4 years of experience working in an office environment.

1.2.2.2 Must have a basic understanding of Air Force and Special Operations Forces (SOF) organizational structures, functions and procedures, as well as command relationships and responsibilities.

1.2.2.3 Requires minimum supervision and the ability to make decisions in support of the work performed.

1.2.2.4 Provides monthly status report to the Authorized Government Representative (AGR) by close of business (COB) on the 15th of every month.

Report shall address Significant Events, Personnel Actions, Visitors, Projects, Equipment Status, and any other contractor or Government identified topic that will facilitate successful performance of contract requirements.

1.2.2.5 Shall have extensive experience with all facets of Microsoft Office (predominantly Outlook, Excel, Word, and PowerPoint) and use of Microsoft Sharepoint.

1.2.2.6 Follow-on training for specific software in the performance of duties may be required at the discretion of the Government and will be provided locally. No travel is required.

1.2.2.7 Must possess strong oral and written skills.

1.2.2.8 Must be able to assist and make recommendations to Government officials based on functional duty expertise.

1.2.2.9 Must be able to track and monitor suspense systems, screen incoming correspondence (oral or written), review written correspondence for correct classification markings, and ensure decisions and directives are properly disseminated to Government officials.

1.2.2.10 Shall perform other duties as related to the scope of work as deemed necessary by the Division Chief or the Deputy.

1.3 QUALITY ASSURANCE: In order to ensure contract personnel meet minimum standards, the Government will evaluate how well the Technical Support Analyst met the requirements outlined in paragraph 1.2 above. A Customer Complaint Record form and contractor Corrective Action Form (CAR) will be used to document and correct any deficiencies identified.

1.4 DELIVERABLES: All deliverables must meet professional standards and the requirements set forth in contractual documentation. The contractor shall be responsible for delivering all end items specified. The following items are outputs, which fall within the scope of this effort and which are illustrative of the type of work the Government expects to require:

TITLE DATE of 1st Submission As of Date

Date of Subsequent Submission

DIST Copies (electronic)

Monthly Status Report

45 days after award

End of each Month

15th of each month

AGR and 1 SOCONS CO 1 each

1.4.1 Monthly Status Report – shall be on contractor letterhead, and will list previous month’s accomplishments, identified problems/solutions, planned vacation, vacancies, etc. Reports must be submitted to the AGR by the 15th of every month. The Monthly Status Report will be verified and approved by the AGR. Failure to provide reports correctly shall require resubmission. The Monthly Status Report shall include, but not be limited to:

- Contract number, Order number and Project number.

- Brief task description.

- A narrative review of work accomplished during the reporting period and/or significant events.

- Deliverable progress.

- Problems areas.

- Anticipated activity for the next reporting period.

- Description of any training or unique services required, provided or planned.

2. SERVICE DELIVERY SUMMARY (SDS). The service requirements are summarized into performance outcomes that relate directly to mission essential items. The performance thresholds describe the minimum acceptable levels of service required for each requirement. The thresholds are critical to mission success and acceptable (satisfactory) performance.

SDS # Performance Objective SOW Para # Performance Threshold

SDS 1 Performance met specifications of the SOW. 1.2 & 1.3

Government received no more than two (2) written customer complaint forms from A4I team members about the contract personnel’s performance. Complaints were successfully resolved within five

(5) workdays of notification, 100% of the time.

SDS 2 Complied with all Security Requirements. 1.2

All security requirements must be met and maintained 100% of the time. Zero security violations identified during performance.

SDS 3

Contract employee(s) were clearly identified as such while in Government facilities or when representing the contractor during performance of duties outside Government facilities.

4.7 100% compliance.

3. GOVERNMENT FURNISHED PROPERTY AND SERVICES. The Government will provide the limited facilities, equipment, materials, and services listed here. Specific responsibilities are detailed in this section.

3.1 FACILITIES. The Government will furnish or make available workspace at AFSOC/A4I. The Government retains the authority to modify or realign facilities and space provided to the contractor at each location based on current or future AF guidelines for space utilization, mission requirements, and personnel requirements of the contractor, as necessary.

3.2 AUTOMATIC DATA PROCESSING EQUIPMENT (ADPE). The Government host unit will grant access to ADPE and local computer training to the fullest extent necessary for mission accomplishment. The contractor shall use ADPE for controlling and tracking data and information as well as any other duties related to contract performance. (The contractor shall not use Government furnished ADPE or services for non-contractual related purposes.)

The contractor shall comply with all computer system security procedures required by the Government.

3.2.1 Administrative Supplies and Special Duty Items - The Government will provide reasonable amounts of administrative supplies (e.g., office supplies) and special duty related items as needed. The contractor and their employees shall operate under conditions that prevent the waste of utilities.

4. GENERAL INFORMATION

4.1 SCHEDULE The Period of Performance for this requirement will be one (1) base year and three (3), one (1) year option periods.

4.2 DATA. The Government has unlimited rights to all deliverables required under this SOW. Specific contract efforts and accomplishments under the contract shall be included in the applicable deliverables listed above.

4.3 TRAVEL. Travel outside the local area is not required to support this requirement.

4.4. NON PERSONAL SERVICES.

The Government will neither supervise contractor employees nor control the method by which the contractor performs the required tasks. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the contractor’s responsibility to notify the Contracting Officer (CO) immediately. These services shall not be used to perform work of a policy/decision making or management nature (i.e., inherently Governmental functions). All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government.

4.5. PERFORMANCE REPORTING.

The contractor’s performance will be monitored by the Government. Performance assessments will be based on the contractor’s ability to provide or satisfy the following:

4.5.1 Quality: Meets the requirements outlined in paragraphs 1.2, 1.3 and 2.0.

4.5.2 Schedule: Submits deliverables as required in paragraph 1.4.

4.5.3 Cost: Not applicable

4.5.4 Management: Contractor communicates with CO and AGR regarding any issues relating to this specific contract and provides solutions for resolution, as required.

4.5.5 Regulatory: Not applicable

4.6. CONTRACTOR IDENTIFICATION: All contractor/subcontractor personnel shall be required to wear AF-approved or provided picture identification badges so as to distinguish themselves from Government employees while performing in a Government facility. When communicating with Government personnel during business meetings, over the telephone or via electronic mail, contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, contractor/subcontractors occupying collocated space with their Government program customer should identify their work space area with their name and company affiliation.

4.7. SECURITY REQUIREMENTS: This contract requires all personnel to have SECRET clearances and be ready to start on day one of the Period of Performance of the contract.

These individuals include any personnel with access to student Personally Identifiable Information (PII) and/or require access to Air Force “Non-classified internet Protocol Router

Network” (NIPRNET) and Secret Internet Protocol Network (SIPRNET) computers and/or databases. Personnel will be required to complete the DoD Information Assurance Cyber Awareness Challenge training and the Protecting Sensitive Information training.

4.8 DUTY INFORMATION

4.8.1 Place of Performance: The contractor shall provide this support for AFSOC/A4I in the Headquarters AFSOC North Annex Building 90333, Suite 303 on Hurlburt Field, Florida. Although rare, a change of work location may be required to accommodate extraordinary requirements (system outages, building maintenance, etc.).

4.8.2 Normal Hours of Operation: Monday through Friday 0730 to 1630 Central Standard Time (CST). In the event of inclement weather, Contractor personnel shall follow inclement weather reporting procedures as identified and provided by the AGR or directives issued by the Installation Commander with regard to reporting for duty.

4.8.3 Holidays Observed: Contractor personnel will not be required to work on Government holidays, but will be required to work on Air Force Special Operations Command (AFSOC) safety days.

4.8.4 Traffic Laws. The contractor and their employees shall comply with base traffic regulations.

4.8.5 Performance of Services During Crisis.

IAW DoDI 1100.22, DFARS 237.76 “Continuation of Essential Contractor Services”, and aforementioned Air Force implementation, unless otherwise directed by an authorized government representative, it is determined that services as identified in this SOW are NOT essential for performance during a crisis. In the event of an unforeseen natural or military crisis, i.e., hurricane, insurrection, etc., the contractor’s primary responsibility is to safeguard the contractor’s employees.

4.9. AIR FORCE ANTITERRORISM (AT) PROGRAM: The AT program seeks to deter or limit the effects of terrorist acts against the AF by giving guidance on collecting and disseminating timely threat information, providing training to all AF members, developing comprehensive plans to deter and counter terrorist incidents, allocating funds and personnel and implementing AT measures. IAW AFI 10-245 paragraphs 2.18 and paragraph 2.25, DOD contractors and sub-contractor personnel shall accomplish Level 1 - AT Awareness Training. AT Awareness Training shall be accomplished within thirty (30) days after contract commencement or the hiring of new personnel, by using the "Force Protection" computer based training (CBT) course located on the Advanced Distributed Learning System (ADLS) https://golearn.adls.af.mil/kc/rso/login/ADLS_login.asp or at http://jko.jten.mil/courses/atl1/launch.html for individuals without access to NIPR, possessing a CAC card, nor enrolled in DEERS. Compliance with the training will be monitored by the AGR.

https://golearn.adls.af.mil/kc/rso/login/ADLS_login.asp http://jko.jten.mil/courses/atl1/launch.html