IT_Spec_revised_PWS.pdf

Attachment No. 1

REVISED 19 Aug 15

PERFORMANCE WORK STATEMENT

For

IT SPECIALIST

Offutt AFB, NE Base Contract Revised 19 August 2015

REVISED 7 April 2015

PERFORMANCE WORK STATEMENT

1. DESCRIPTION OF SERVICES

1.1 Scope of Work: The contractor shall furnish all labor, transportation, materials, equipment, special tools, expertise, supervision and services required to provide Client Support Administrator (CSA) services, and other computer IT support/assistance as required. Employment will be performance and salary based. Performance standards establish the performance level required by the Government to meet the contract r equirements. The contractor shall furnish the personnel necessary to handle all administrative services, and software license responsibilities for the 55th FSS, Education & Training Section.

2. Qualifications: The contractor shall ensure that personnel accessing information systems have the proper and current Information Assurance (IA) certification to perform IA functions in accordance with all requirements in

DoD 8570.03-M, Information Assurance Workforce Improvement Program, paragraph C2.3. The contractor shall provide documentation supporting the IA certification status of personnel performing IA functions upon completion of hire.

a. Requirements: A minimum of three (3) years experience in Local Area Network (LAN) and Wide Area

Network (WAN) server administration systems (hardware and software) installation, configuration, and operation with Microsoft Windows-based operating systems. Must be A+ certified. LAN/Computer technician shall maintain and support software applications and hardware, workstations, and peripheral resources on the local area networks. Duties include installing and repairing/replacing corrupted hard drives, adapter cards, tape drives and memory, as well as, configuring and troubleshooting various printers and scanners. Excellent verbal and written communication and customer service skills to ascertain user requirements and prepare technical and update systems documentation

b. Preferred Qualifications: Cisco Certification as a Network Associate, and familiarization with Web design, Microsoft Office and SharePoint. Windows Server 2008 minimum or comparable experience is highly desirable .

3. Client Support Administrator Duties:

3.1 Coordinate resolution of Non-Secure Internet Protocol Router (NIPR) and Quality of Life Network (QOLNET) technical problems. Address day-to-day technical system issues for FSDE users for resolution. Submit and track trouble calls via 55 Communication Squadron’s (CS) Communications Focal Point’s (CFP) Remedy Call Tracking System.

3.2 Install, configure, and operate standard desktop clients (SDC) and server devices, as needed, such as : Microsoft Word, Excel, Internet Explorer, PowerPoint, Outlook, Norton Antivirus, Adobe Acrobat Reader and others added as required/authorized by 55th Communication Squadron. This is not an inclusive list. Replace or upgrade existing workstations with new/upgraded computers for users. Install/connect peripheral hardware. Comply with AFM 33- 353 and AFM 33-352, The contractor shall perform management, maintenance, optimization, backup, and ongoing reporting requirements of the SPS/Windows servers. This includes hardware, operating systems, and software applications.

3.3 Ensure the integrity of 55th FSS,/FSDE - managed servers, and data. Identify areas requiring additional effort, and execute action to remediate areas requiring additional effort, and coordination within the respective communications community.

3.4 Perform initial client workstation diagnostics and troubleshooting of client workstations

3.5 Install and configure wireless e-mail devices, wireless air cards, tablets, etc., as needed, and provide familiarization training on how to use various applications based on user’s experience if requested by user.

3.6 Report client/server security breaches and distribute security information to the division Information Security Manager by email or phone (55WG.IA@us.af.mil; phone: 294-7733)

3.7 Perform software and hardware updates, and patches as necessary. Implement security patches, security fixes, and service releases according to Communication Tasking Orders (CTOs), or other software/hardware updates as required by local/MAJCOM communications focal points, etc.

3.8 Provide systems installation/support for other applications that 55th FSS, Education & Training Section personnel require to perform their mission (i.e., SMART Boards, projectors, uploading e-examinations updates, etc), within various work spaces occupied by FSDE, etc.

3.9 Schedule and Monitor Satellite Broadcast Courses. Initialize satellite system in broadcast room and provide access to course participants. Coordinate with the appropriate training provider to obtain a slot on the Air Technology Network (ATN) downlink. Notify unit(s) when scheduled downlink is confirmed. Obtain names of students from unit(s) and reserve the training room for the scheduled broadcast. Monitor the ATN classroom periodically during the broadcast and assist with technical problems. Submit repair/periodic check requests to satellite maintenance , as required. Accompany satellite maintenance personnel during repair and servicing processes.

3.10 Prepare training room for Defense Connect Online (DCO) sessions. Access DCO session using access codes provided by Education Services personnel, ensure streaming video/audio is up and running prior to DCO start time.

Administrative Service.

3.11 Maintain systems configuration as well as resolve hardware/software interfaces and interoperability. Develop, coordinate, and implement plans for the recovery of system data in the event of hardware or software failure and ensure users receive current versions of supported software as they become available 45 days after the award and annually if applicable.

3.12 Except for scheduled maintenance, the contractor shall ensure 55th FSS Education & Training Section servers are operational and available for network customers during duty hours. Perform maintenance as needed or as scheduled by the government. Maintenance shall be scheduled and coordinated with the Chief, Education and Training ahead of schedule.

4. SERVICE DELIVERY SUMMARY

Performance Objective PWS Para. Performance Threshold

SDS-6

Install and configure wireless e-mail devices, wireless air cards, tablets, etc., as needed, and provide familiarization training on how to use various applications if requested by user

3.5 98% Compliance

SDS-3 Report client/server security breaches and distribute security information to the division Information Security Manager by email or phone

3.6 100% Compliance

SDS-1

Schedule and Monitor Satellite Broadcast Courses. Initialize satellite system in broadcast room and provide access to course participants.

3.9 95% compliance.

SDS-2

Prepare training room for Defense Connect Online (DCO) sessions. Access DCO session using access codes provided by

Education Services personnel, ensure streaming video/audio is up and running prior to DCO start time.

3.10 95% compliance on days with training.

SDS-4

Maintain systems configuration as well as resolve hardware/software interfaces and interoperability

3.11 98% Compliance

SDS-5

Maintenance shall be scheduled and coordinated with the Chief, Education and Training ahead of schedule.

3.12 100% Compliance

4.1 Quality Assurance. The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. These inspections shall be accomplished in a manner which is timely to ensure no defects are initiated after contractor has provided the services. The COR will utilize the contractor’s work schedule, to plan their inspections and surveillance activities. The COR will record inspection and surveillance results which then become the official Air Force record of the Contractor’s performance.

When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a Corrective Action Report (CAR) for issuance to the contractor. The contractor shall respond to the CAR IAW instructions provided and return it to the CO within 10 calendar days of receipt.

4.2 Periodic Quarterly Progress Meetings. The CO, Functional Commander, COR, other government personnel as appropriate, and the Contractor shall meet quarterly, at a minimum, to discuss the Contractor’s performance. The following issues shall be discussed; opportunities to improve the contract, any modifications required of the contract, unsatisfactory performance, inspection results (CRP and Government), and valid customer complaints against each performance objective observed, and the results of corrective and preventive action measures. The Contractor shall provide a summation of inspections and customer complaints and any identified trends.

The minutes of these meetings will be documented in writing, signed by the CO and the Contractor, and distributed to the functional areas. Should the contractor not concur with the minutes, the contractor will provide a written notification to the Contracting Office identifying areas of non-concurrence.

5.0 GOVERNMENT FURNISHED PROPERTY AND SERVICES

5.1 Government Furnished Facilities. The government will provide office and storage space in building 301D and other facilities occupied by FSDE where the contractor will be performing duties. The Contractor shall return the office space to the government in the same condition as received, fair wear and tear and approved modifications.

5.2 Government Furnished Supplies and Equipment. General supplies, access to equipment/computer systems, as relates to contract requirements, made available to perform daily tasks.

5.3 Government Furnished Utilities. The Government will furnish electricity, water and sewage service as necessary for accomplishment of work in accordance with this contract.

5.4 Telephone Service. The Government shall only provide base and local commercial telephone service.

5.5 Security, Fire and Medical Services. The Government will provide police and fire protection. In the event of a medical emergency, base ambulance service for transporting an injured employee to a local hospital is available on a cost reimbursement basis.

5.6 Utility Conservation. The Contractor shall adhere to all base level utility conservation practices or requirements, such as turning lights or water off. The Contractor shall be responsible for operating under conditions that prevent waste of utilities.

5.7 Solid Waste Collection and Disposal. The Contractor shall use existing bulk containers to dispose of trash or solid waste generated from accomplishment of services detailed in this PWS. The contractor shall adhere to all base level recycling programs.

6. General Information

6.1 Hours of Operation. Normal business hours will be no earlier than 7:00 am and no later than 5:00 pm Monday thru Friday, excluding Saturdays, Sundays, Federal holidays and any ACC down days, if applicable. The start time for the regular work day may be adjusted by the Chief Education and Training in coordination with the contractor prior to changing the work hours. If the contractor works during periods other than above the contractor must request permission from the Contracting Officer Representative (COR).

6.2 Federal Holidays.

New Year’s Day - 1 January

Martin Luther King Day - 3rd Monday in January

Washington’s Birthday - 3rd Monday in February

Memorial Day - last Monday in May

Independence Day - 4 July

Labor Day - 3st Monday in September

Columbus Day - 2nd Monday in October

Veteran’s Day - 11 November

Thanksgiving Day - 4th Thursday in November

Christmas Day - 25 December

6.3 Base Closures. Work scheduled but not accomplished because of base closure due to weather, exercises, or actual alert, will be accomplished as soon as possible after reopening the base. Contractor will follow the same rules as government employees, ie: if government employees have delayed/cancelled work reporting, the same will apply to the contractor.

6.4 Traffic Laws. The Contractor and its employees shall comply with base traffic regulations.

6.5 Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned or privately owned vehicle while on Offutt AFB.

6.6 For Official Use Only (FOUO). The Contractor shall comply with DoD 5400-7-R, Chapter 4, DoD Freedom of

Information Act (FOIA) Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

6.7 Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware may pose a threat to the security of DoD personnel, Contractor personnel, resources, and classified or unclassified defense information.

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

6.9 Security Requirements and Base Access: National Agency Check with Inquiries (NACI) Clearance: The

Government will provide Contractor personnel access to systems required to perform tasks under the contract/order.

The Contractor shall ensure Contractor personnel who require access to a Government AIS have a DNACI conducted in accordance with DoD 5220.2. The Government will provide system access subject to approval of the DD Form

2875. Upon completion/termination of the contract/order or transfer/termination of Contractor personnel, the system account will be closed. The contractor shall ensure the pass and identification items required for contract performance are obtained and renewed (as required) for employees and non-government owned vehicles.

6.10 Dress, Appearance and Conduct. Contractor personnel shall present a professional appearance that meets industry standards in accordance with this performance work statement (PWS).

6.11 Key Control. The Contractor shall establish and implement methods of making sure all keys/combinations 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. The Contractor shall immediately report to the COR or CO any occurrences of lost or duplicated keys. In the event keys, other than master keys, are lost or duplicated, the

Contractor may be required, upon written direction of the CO, 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 total cost will be deducted from the monthly payment due the Contractor.