Attach_1_-_Performance_Work_Statement_for_IT_Support-2019.pdf

PERFORMANCE WORK STATEMENT

FOR

INFORMATION TECHNOLOGY OPERATIONS AND

SUPPORT TECHNICIAN

at

6th Force Support Squadron MILITARY and FAMILY READINESS CENTER (MFRC)

MACDILL AFB, FL

22 May 2019

1.0. SCOPE OF WORK. NON-PERSONAL SERVICES AND/OR INHERENTLY

GOVERNMENTAL 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 PCO immediately. These services shall not be used to perform work of a policy/decision making or management nature, (e.g., inherently governmental functions). All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government.

The contractor shall provide all personnel, materials, transportation, supervision and other items/services necessary.

1.1 Background The Military and 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.

2.0. DESCRIPTION OF SERVICES

2.1 Qualifications:

2.1.1 A degree or certification in Information Management and at least 3 years of practical experience in the field is required.

2.1.2 Knowledge, skills and ability to operate latest Microsoft Office 2013 or higher software and Windows 2010 or higher operating system.

2.1.3 Experience in job searching techniques, resume preparation, federal and DoD employment procedures, or other career information and counseling is also required.

2.1.4 Must be knowledgeable with the Air Force Family Matters Family Integrated Results and Statistical Tracking (AFFIRST) and Air Force Aid Society EAGLE/EAGL-i System to assist MFRC Director and Staff. Knowledge of all MFRC programs is highly recommended (ie Transition Assistance Program, Relocation, Spouse Employment, Financial aid).

2.1.5 The contractor shall submit a sample resume. The resume shall not be more than two pages in length and must contain the following information:

a. Full name and home telephone number

b. Chronological work experience substantiating skills and services

c. Signed and dated statement certifying the information is accurate

d. A minimum of three professional references

2.2 Job Responsibilities and Duties:

2.2.1 General duties

2.2.1.1 The Contractor will provide troubleshooting services for all MFRC computers, peripheral equipment, and software. Troubleshoot and diagnose computer hardware and software problems and determine needed course of action to resolve problems

2.2.1.2 The Contractor will be responsible for the setup of PCs and the installation of hardware and software as appropriate.

2.2.1.3 The Contractor will instruct MFRC staff on proper use of software and hardware and provide on-going training to MFRC staff on computer software programs as determined by MFRC Flight Chief or NCOIC.

2.2.1.4 The Contractor will provide one-on-one assistance to staff members and customers with reference to Discovery Center (DC) and/or equipment operations within the MFRC.

2.2.1.5 The Contractor will perform monthly inventories of all accountable items in the MFRC equipment inventory and report to the IT equipment custodian (NCOIC) any discrepancies.

2.2.1.6 The Contractor will provide the NCOIC with laptop/DC computer suggested replacement schedules based on warranty expiration and/or outdated functionality, and assist in determining future computer hardware & software needs to meet MFRC goals.

2.2.1.7 The Contractor will be knowledgeable of the 6th CS Customer Service and Support requirements and be able to open trouble tickets, follow-up with status and track jobs. This will predominately be relevant when working to fix staff computer related issues.

2.2.1.8 The Contractor will have a general knowledge of front counter costumer service procedures to cover when required.

2.2.1.9 The Contractor shall provide all management, tools, supplies, equipment and labor necessary to operate and maintain qualifications as a IT Support Technician at MacDill AFB 6th MFRC location. Duty hours are (0800-1600, Monday-Wednesday & Friday; 1100-1600 Thursday). This is a Performance Based Service Acquisition and the contractor is required to perform all items in the Performance Work Statement (PWS) during the specified hours except for up to 1 hour each duty day as a break, approved federal holidays, up to 80 hours of vacation time per year and up to 56 hours of sick leave per year. Contractor will dress in appropriate business attire and maintain a professional appearance while providing services in the MFRC.

2.2.2 Discover Center (DC) duties

2.2.2.1 The Contractor will be responsible for daily business related activities in the DC to include:

2.2.2.1.1 Maintain functionality of all publicly utilized desk top computers in the MFRC (5 in the DC & 2 in Bldg 38) and clear out personal data, erase histories and remove certificates at the end of the day.

2.2.2.1.2 Support Customer needs with the computers in the DC, helping with computer access and resolving various computer issues. Also ensures each public computer has a laminated access card with user name and password that is updated monthly.

2.2.2.1.3 Monitor and assist clients using the DC for job search techniques, resume preparation or other career counseling information.

2.2.2.1.4 Maintain competency on website www.DoDTAP.mil (Transition Assistance Program website).

2.2.2.1.5 Maintain competency in federal employment procedures, DoD employment related web sites, and Department of Labor publications and web sites used to assist customers in MFRC programs. Such areas include the Dictionary of Occupational Titles, O*NET OnLine job descriptions, and military crosswalk to O*NET jobs.

2.2.2.1.6 Access and review wi-fi router administrative software on a weekly basis to ensure proper functionality, firmware updates, and identify any suspicious/unauthorized access. Report issues to NCOIC.

2.2.2.1.7 Maintain wi-fi printer access for discovery center network printer/scanner/email.

2.2.3 Duties for assisting workshops

http://www.dodtap.mil/

2.2.3.1 The Contractor will prepare laptops (set-up, install updates) on the mornings of Pre-Separation Briefs (Mondays & Wednesdays) Afterwards the laptops will be cleared of personal data, histories erased and certificates removed prior to being returned to the laptop storage cabinet.

2.2.3.2 The Contractor will prepare laptops (install updates, check for functionality) every Friday before a Transition GPS (TGPS) Workshop week.

This will include all customer laptops in Bldg 38. Also during preparation, all laptops should be cleared of personal data, histories erased and certificates removed.

2.2.3.3 If travel is necessary to provide IT Support to MFRC programs at off site locations, Contractor is required to use own POV. Travel off site will occur once per month for Newcomer’s Briefings, and quarterly for Career Fairs for a total of 16 times per year. Travel will always be on base at MacDill and be within 5 miles of the MFRC.

2.2.3.4 The Contractor will be present for the start of Pre-Separation Briefs and TGPS workshops to troubleshoot any IT issues that may arise.

2.3 SERVICE SUMMARY

Performance Objective Standard (PWS Ref)

Performance Threshold Method of Surveillance

1. Prepare laptops (set-up, install updates) for Pre-Separation Briefs (twice per week) (This will include all customer laptops in Bldg 18)

2.2.3.1 No more than five (5)

unprepared Pre-Separation Briefs per year.

Feedback from Pre- Separation Briefers

2. Prepare laptops (install updates, check for functionality) every Friday before a Transition GPS Workshop week (This will include all customer laptops in Bldg 38)

2.2.3.2 No more than two (2)

unprepared TGPS workshop weeks with non-functional computers per year

Feedback from customers using the laptops/Surveillance from TAP manager

3. Maintain functionality of all publicly utilized desk top computers in the M&FRC (5 in Discovery Center & 2 in Bldg 38)

2.2.2.1.1 100% functionality of computers or maintenance plan for any inoperable computers

Monthly update on status of public computers

4. Support Customer needs with the computers in the Discovery Center.

Helping with computer access and resolve various computer issues.

Also ensures each public computers has a laminated access card with user name and password that is updated monthly.

2.2.2.1.2 No more than one (1)

customer complaint per year.

Feedback from Discovery Center customers

5. Be available during at the start of Pre-Separation Briefs and TGPS to trouble shoot any IT issues that may

2.2.3.4 No more than seven (7)

missed TGPS workshops or Pre-Separation Briefs.

Surveillance from NCOIC arise.

6. Maintain wi-fi printer access for Discovery Center network printer/scanner/email.

2.2.2.1.7 Resolve any issues within 48

hours.

Inform any issues to NCOIC who will track.

2.4 Deliverables

2.4.1 Provide MFRC Flight Chief or NCOIC quarterly DC utilization report.

2.4.2 Provide a monthly schedule of planned absences to the MFRC Flight Chief or NCOIC no later than five duty days prior to the first day of the month

2.4.3 Maintain a monthly log book showing customers who utilized the DC computers (scan sign in sheets and keep digital copies). Deliver digital copies to NCOIC at the end of each month.