PWS-NASIC_IT_Support_Services(SC).pdf

PERFORMANCE WORK STATEMENT (PWS)

Name: NASIC/SC IT Support Services

Organization: National Air & Space Intelligence Center

Address: 4180 Watson Way, Wright-Patterson AFB, OH 45433

1.0 PURPOSE

The National Air and Space Intelligence Center (NASIC) is the source for air and space intelligence. NASIC produces integrated, predictive air and space intelligence to enable military operations, force modernization and national policymaking.

The Communications and Information Directorate (SC) at the National Air and Space Intelligence Center is responsible for procuring, developing, operating and maintaining leading-edge Communications and Information Multimedia and Applications Systems in order to enhance the Intelligence Mission of NASIC. Areas of SC’s responsibilities include telephony; desktops, servers, virtual servers, networks, storage, storage builds;

peripheral devices such as copiers, printers, multi-function devices; electronic records management; application and operating system software; databases; IT inventory management; digital printing; visual presentation; Communications Focal Point (Help Desk); video teleconferencing and access control/intrusion detection. Other areas are also supported. SC provides engineering, installation, maintenance, administration of hardware/software; development, maintenance, administration of databases/software;

and production and dissemination of hardcopy and softcopy textual/graphical/video products.

The Communications and Information Directorate is located at the National Air and Space Intelligence Center, Wright-Patterson AFB (WPAFB), Fairborn, OH.

2.0 SCOPE

All work shall be performed at Wright Patterson Air Force Base (WPAFB), Fairborn, Ohio, Springfield Air National Guard Base, Springfield, OH and other AF JWICS areas of responsibility, as required. The majority of work that shall be provided will occur at one of NASIC’s facilities at WPAFB. On-site support shall also be required at other locations on WPAFB. Many of the Center’s buildings are multi-story structures.

The contractor shall augment the NASIC organic workforce to support the enterprise, which includes 20,042 users; 10,109 computer accounts; 29 networks (including JWICS, SIPRNet, NIPRNet, and StoneGhost); over 9,332 Windows desktops and Red Hat Enterprise Linux workstations of varying brands; over 1,265 virtual and physical servers of various operating systems and brands; 12.1 PB of disk storage; over 111 petabytes of tape storage; printers, scanners, copiers, fax machines and multi-function devices of various brands; 20 different operating systems; over 1500 miles of network fiber; seven primary VTC facilities; upwards of 70 desktop VTC devices; a facility access control system and intrusion detection system; and the largest SCIF conference center in the Intelligence Community.

The number of NASIC personnel and the amount of equipment and services they require will increase yearly. It is projected that the number of personnel to be supported onsite will increase by approximately 600 personnel over the next five years and the number of personnel to be supported remotely will increase by 1,000 users for AF JWICS.

All contracted support personnel shall have a TS/SCI security clearance with an up-to-date (having been completed no longer than five years prior to contract award) Single Source Background Investigation (SSBI). Certain contractor personnel shall also satisfy additional security requirements as detailed in para 7.

All contractor personnel shall comply with NASIC policies, processes, procedures, national and local security rules, regulations and requirements except in specific instances waived by the Contracting Officer Representative (COR) or Quality Assurance Plan (QAP).

Primary hours of support (core work hours) for NASIC facilities at WPAFB shall be 0600

– 1800, Monday through Friday, Eastern Standard Time (EST). The primary hours of support for the AF JWICS customers shall be 0600 – 1800, Monday through Friday, Central Standard Time (CST). Other types of support may be necessary outside the core work hours in order to ensure that NASIC operations are not negatively impacted. The Communications Focal Point (Help Desk) shall include 24/7 staffing support.

Required support shall include network hardware support; physical and virtual servers, workstation deployment, laptop and peripheral support; facility access control and intrusion detection IT support; storage and backup system support; multimedia support;

video teleconference coordination support; Windows system administration support;

Linux/Solaris/RedHat system administration support; IT infrastructure installation and maintenance; and storage and backup administration support.

3.0 REQUIREMENT(S)/DESCRIPTION OF SERVICE(S)

3.1 SC

3.1.1 Senior Communication Focal Point Support (24/7 Ops)

3.1.1.1 Scope (in addition to the enterprise scope detailed above)

Contractor shall provide support the CFP 24 hours a day for 365 days per year and be the single point of contact for all IT related issues for both internal and external customers.

Contractor shall provide Level I1 CFP support Contractor shall diagnose and resolve technical and end-user problems in a customer service oriented, team environment (estimated work load: ~4000 NASIC corporate customers and 16,000 AF JWICS customers, ~2000 help desk tickets per month; over 5 networks)

1 Level I Support: Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem and will also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Contractor shall utilize the NASIC trouble ticket tracking system (Microsoft System Center Service Manager) and utilize the Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer incidents and service requests

Contractor shall assist with Accounts Management Contractor shall provide 24 hour network resource/environmental monitoring and alarm reporting Contractor shall interface with external IT support agencies such as AFNET ESD, 88th CS, 83rd NOS Det 3, INOSC-E and AF JWICS ESD/ESC when appropriate.

The CFP has historically required 160 hours of contractor support per week during the NASIC core work hours in order to support the NASIC and AF JWICS customers.

3.1.1.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall possess a Security+ and A+ certification at a minimum Contractor shall have a minimum of five years’ experience performing Microsoft administration and an understanding of networks and network infrastructure fundamentals.

Contractor shall have the ability to lift up to 40 pounds Contractor shall possess a proven ability to balance, prioritize and organize multiple tasks Contractor shall possess a proven ability to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately

3.1.1.3 Description

Contractor shall follow all approved NASIC policies, processes and procedures Contractor shall follow the written and verbal instructions provided by the CFP

Crew Commander, CFP Branch Chief and/or Principal Technical Advisor (PTA) Contractor shall coordinate corrective action required by outside/parent agencies as required Contractor shall be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems Contractor shall troubleshoot assigned tickets using Standard Operating

Procedures (SOP’s) Contractor shall provide administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; installation of desktop software; VoIP pin resets

Contractor shall provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts

Contractor shall provide desktop support at the customer’s location as required;

desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets)

Contractor shall provide 24-hour network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities

Contractor shall use the NASIC-provided network monitoring tool (E.g.

Solarwinds) to monitor and support various networks and system assets

Contractor shall perform system reboots in the data center as required following documented reboot procedures

Contractor shall interact with other team members and back office (Level II) personnel to determine corrective action

Contractor shall be able to utilize standard Active Directory and UNIX based commands

Contractor shall replace workstations with like systems and reload all applicable user applications

Contractor shall coordinate with other duty sections such as hardware technicians and software administrators when additional Level II2 or Level III3 support is required.

Contractor shall utilize NASIC-provided environmental monitoring system (E.g.

Site Scan) to discover and report environmental systems problems

Contractor shall follow the NASIC documented procedures to notify personnel of facility alarms to dispatch maintenance individuals

Contractor shall follow the Standard Operating Procedures for backup and restoration.

Contractor shall physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists

Contractor shall provide Trusted Agent (TA) PKI support as requested Contractor shall provide daily network status reports Contractor shall update system daily with HR/Personnel Database Contractor shall provide bulk data transfers between networks Contractor shall assist Air Force Network (AFNET) Enterprise Service Desk

(ESD) with resolution of Remedy trouble tickets Contractor shall provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

3.1.2 Senior Network/Fiber Technician

3.1.2.1 Scope (in addition to the enterprise scope detailed above)

Contractor shall provide facility network cabling support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall work with the Facility IT Service Owner to schedule all facility work

Contractor shall provide Level II and III CFP escalation support Contractor shall install and maintain network cabling throughout NASIC enterprise to include outlying buildings

2 Level II handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.

3 Level III: Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. A level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.

Contractor shall install router/switches/firewall and other networking devices Contractor shall remove unused and/or abandoned network cabling and equipment Contractor shall label all installations in accordance with NASIC guidance Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Contractor shall provide technical support and guidance as needed

3.1.2.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall have at least 12 years of experience as a Network Support Technician which includes troubleshooting and resolving problems

Contractor shall have at least 6 years of experience in fiber optic cable installation, maintenance and repair

Contractor shall have at least 5 years of experience on managing IT project teams

Contractor shall have experience Reading Blue Prints, Maps and other Facility Documentation

Contractor shall be a Certified Fiber Optic Technican Contractor shall possess an Building Industry Consulting Service International

(BICSI) Information Transport Systems (ITS) Installer 2, Copper Certification Contractor shall possess a CCNA certification Contractor shall be capable of climbing ladders, lifting/carrying up to 40 pounds

3.1.2.3 Description

Contractor shall follow all approved NASIC policies, processes and procedures Contractor shall install fiber infrastructure cabling by using CFOT Certified technicians to ensure the following regulations are followed using Electronic Industries Alliance/Telecommunication Industries Association (EIA/TIA) Industry Standards, Air Force Standards, TEMPEST Regulations. Microsoft System Center requests and NASIC Generated Work Requests provide documentation and accountability to install and maintain data communication infrastructure

Contractor shall install routers and switches that are OEM Certified using EIA/TIA Industry Standards, Air Force Standards, and TEMPEST Regulations

Contractor shall ensure routers and switches are connected to specific security levels, documented and labeled as prescribed to the NASIC Network Installation Standards

Contractor shall remove unused network cabling ensuring Air Force Standards, Base Facility Standards, and TEMPEST Regulation are followed

Contractor shall document facility work being performed using Microsoft System Center and NASIC-generated Work Requests

Contractor shall document cabling according to EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall provide input to Daily Logs, Weekly Reports, and Monthly Reports on all network tasks performed, man hours used and parts used

Contractor shall assist NASIC SC personnel to maintain Courtesy Storage Facility parts inventory by logging all parts received and removed by NASIC/SC technicians

Contractor shall work with the NASIC/SC Data Center personnel to ensure proper infrastructure is in place for all equipment

Contractor shall maintain Communications Equipment Rooms to ensure all EIA/TIA Industry Standards Air Force Standards, Base Facility Standards, and NASIC Standards are followed

Contractor shall install, route and dress fiber segments as needed to facilitate upgrades to the NASIC complex.

Contractor shall label and document all installations in accordance with NASIC prescribed practices

Contractor shall perform fiber and cable installation support for the JWICS, SIPRNet, and NIPRNet networks at NASIC

Contractor shall terminate all fiber using up to three different connectors (SC, ST, and LC)

Contractor shall pull fiber up through preinstalled conduit and cable trays Contractor shall terminate fiber at Intermediate Distribution Fiber and Main

Distribution Fiber (IDF/MDF) patch panels, switches, fiber patch boxes and at desk couplers

Contractor shall perform hardware configurations/installations in accordance with EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall install racks and equipment in the NASIC Data Center and mux rooms in accordance with EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall troubleshoot network issues Contractor shall identify cabling issues/breaks Contractor shall re-terminate fiber optics and cat5/cat6 cabling Contractor shall repair and maintain network equipment Contractor shall serve as a Subject Matter Expert to NASIC SC and its designated Representatives on all network installation projects Contractor shall have experience in design and installation of structured cable systems.

Contractor shall have experience in Data Center and Network Equipment Rooms design and installation Contractor shall prepare estimates on time and material required for Network

Projects.

Contractor shall manage and schedule a crew of installation and repair technicians Contractor shall work with NASIC SC and its designated representatives to schedule and execute facility construction and maintenance activities.

Contractor shall maintain list of equipment associated with this functional area Contractor shall provide monthly functional area reports summarizing work

3.1.3 Network/Fiber Specialist

3.1.3.1 Scope

Contractor shall provide facility network cabling support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall provide Level II CFP escalation support Contractor shall install and maintain network cabling throughout NASIC enterprise to include outlying buildings Contractor shall install routers/switches/firewalls Contractor shall remove unused network cabling and equipment Contractor shall label all installations in accordance with NASIC guidance Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Contractor shall provide technical support and guidance as needed Contractor shall provide facility IT Support

3.1.3.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess Certified Fiber Optics Installer (CFOI) certification Contractor shall be able to climb ladders and pull cabling without difficulty Contractor shall possess at lease three years of relevant technical experience in the areas of installation, operations, and maintenance of hardware Contractor shall possess a CompTIA A+ certification Contractor shall possess an BICSI ITS Installer 2, Copper Certified Fiber Optic

Cable Certification

3.1.3.3 Description

Contractor shall install fiber infrastructure cabling by using CFOI Certified technicians to ensure the following regulations are followed using EIA/TIA Industry Standards, Air Force Standards, Tempest Regulations, Remedy ARS request and NASIC Generated Work Requests provide documentation and accountability to install and maintain data communication infrastructure

Contractor shall install routers and switches using EIA/TIA Industry Standards, Air Force Standards, and TEMPEST regulations.

Contractor shall ensure routers and switches are connected to specific security levels, documented and labeled as prescribed to the NASIC Network Installation Standards

Contractor shall remove unused network cabling ensuring Air Force Standards, Base Facility Standards, and TEMPEST Regulations are followed

Contractor shall document facility work being performed using the Microsoft System Center Service Manager

Contractor shall document cabling according to EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall review and place Installation Orders and User Requirements on the operations calendar to ensure installation requirements are met and tasks do not overlap with other facility requirements

Contractor shall provide input to Daily Logs, Weekly Reports, and Monthly Reports on all network tasks performed, man hours used and parts usage

Contractor shall assist NASIC SC personnel to maintain Courtesy Storage Facility parts inventory by logging all parts received and removed by NASIC/SC technicians

Contractor shall work with the NASIC/SC Data Center personnel to ensure proper infrastructure is in place for all equipment

Contractor shall maintain Communications Equipment Rooms to ensure all EIA/TIA Industry Standards Air Force Standards, Base Facility Standards, and NASIC Standards are followed

Contractor shall install, route, and dress fiber segments needed to facilitate the upgrade to the NASIC complex

Contractor shall label and document all installations in accordance with NASIC prescribed practices

Contractor shall perform fiber, cable, and computer system installation support for all NASIC networks such as JWICS, SIPRNet and NIPRNet.

Contractor shall terminate all fiber using up to three different UNICAM connectors (SC, ST, and LC)

Contractor shall pull fiber up through preinstalled conduit and cable trays Contractor shall terminate fiber at IDF/MDF patch panels, switches, fiber patch boxes, and zip runs Contractor shall perform hardware configurations/installations in accordance with

EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall install racks and equipment in the NASIC Data Center and mux rooms in accordance with EIA/TIA Industry Standards, Air Force Standards, Base Facility Standards, and NASIC Network Installation Standards

Contractor shall troubleshoot network issues Contractor shall identify cabling issues/breaks Contractor shall re-terminate fiber optics and cat5 cabling Contractor shall repair and maintain network equipment Contractor shall relocate IT for NASIC customers from old locations to new locations Contractor shall install/remove desktop computers and peripheral equipment Contractor shall maintain list of equipment associated with this functional area

3.1.4 Hardware Technician (Desktop, Peripherals & Datacenter

Support)

3.1.4.1 Scope (in addition to the enterprise scope detailed above)

Contractor shall provide desktop, peripherals and datacenter support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall provide Level III CFP escalation support Contractor shall provide Defense Reutilization Management Office (DRMO) support Contractor shall be required to replacing or install approximately 900-1200 workstations per year

Contractor shall be required to replace or install approximately 50 new printers per year

Contractor shall be required to repair approximately 150 printers per year Contractor shall be required to replace or install approximately 20 new physical servers per year and maintain approximately 200 servers per year Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Equipment to be installed and maintained includes but is not limited to

Windows/VMWare-ESX and Oracle (Sun)/Unix/Linux/Solaris servers, various Linux servers (to include Red Hat Enterprise Linux), Dell and HP Windows/Linux desktop computers (to include other AFWAY desktops and workstations), various Linux workstations (to include Red Hat Enterprise Linux), Lexmark printers, multi-function devices, and Zenoss network and server management

3.1.4.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level I certification as required by DoD Directive 8570.01-M for the work being performed (A+ or Network+ requirement)

Contractor shall possess appropriate certifications from equipment vendors or their designated parties (e.g. Lexmark, Sun/Oracle, Quantum, Dell)

Contractor shall have experience in Server and Quantum Tape Robot installation and maintenance

3.1.4.3 Description

Contractor shall follow all approved NASIC policies, processes and procedures Contractor shall install/maintain/repair/remove servers, workstations and peripherals Contractor shall install, maintain, repair, remove scanners, fax machines, network printers, multi-function devices, and copiers Contractor shall perform supplies management in support of supplies acquisition

(e.g. rack brackets, power cords, power strips) Contractor shall provide computer inventory and accountability support in accordance with customer prescribed practices with minimal supervision Contractor shall maintain list of toolboxes associated with this functional area Contractor shall provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

Contractor shall perform maintenance for non-emergency and emergency requirements including servers and tape libraries

Contractor shall submit Configuration Change Request (CCR) for software and hardware maintenance actions and approved by the Configuration Change Request Panel before work is performed

Contractor shall work NASIC Microsoft System Center Service Manager tickets received and will use best OEM practices to troubleshoot and repair defective devices

Contractor shall install and move servers, workstations and peripherals in accordance with NASIC guidelines

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a government CCR documenting the change and receiving approval prior to completing the modification

Contractor shall track Data Center moves and infrastructure via Aperture Vista and track IT in Air Force Equipment Management System (AFEMS)- Assets Inventory Management (AIM) for Automatic Data Processing Equipment (ADPE) tracking

Incident Reports are received and documented using the NASIC Microsoft System Center Service Manager

Contractor shall document IT devices requiring the replacement of parts using Microsoft System Center Service Manager ticketing system and Other Designated Costs (ODCs) procurement ordering process

Contractor shall receive, test, and return to Governmental bench stock all vendor repairs

Contractor shall install, test, and return to operational service for redistribution to the customers all warranty repairs

Contractor shall support a monthly preventive maintenance on all servers, peripherals, and tape libraries with assistance from NASIC government partners and contract vendor’s OEM partners

Contractor shall submit non-emergency maintenance requests using the NASIC CCR process at least two weeks prior to scheduled activity

Contractor shall, after the maintenance activity receives Government approval from the CCRP, document and notify both user and management the change and any required outage in writing and document implementation results within the CCR

Contractor shall prepare power whips for installation and removal Contractor shall install, remove and replace data center infrastructure equipment Contractor shall maintain list of equipment associated with this functional area

3.1.5 Database and System Administration (Windows)

3.1.5.1 Scope (in addition to the enterprise scope detailed above)

Contractor shall provide windows system administration support during the core work hours and on-call support for non-core hours as approved by the COR or

QAP

Contractor shall provide Level III help desk support Enterprise includes roaming Windows profiles for approximately 3400 personnel Enterprise includes Windows desktop operating systems (OS) Enterprise includes but is not limited to the current DoD/IC approved version or one behind programs and applications such as VMWare ESX, Exchange Server, SQL Server, SharePoint 2010/2013, SCCM, WSUS, Flexira, AdminStudio, Windows Server, Citrix, Windows Terminal Services, Hummingbird, Samba, Vintela Authentication Services, MS Cluster Services, Active Directory, Host Based Security System (HBSS) BMC/Remedy, Symantec Antivirus Server, McAfee Antivirus Server, Outlook, Internet Information Server, Adobe products, and various scripting languages including Perl, PowerShell, VB Script

Enterprise maintains operating system versions as required by the IC, DoD and

USAF

Contractor shall provide compliance with USAF/DIA directives, including but not limited to Time Compliance Network Orders (TCNO), Information Assurance Vulnerability Alerts (IAVA) and Intelligence Community Vulnerability Alerts

(ICVA).

3.1.5.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall have at least five years of experience in Windows System Administration to include Active Directory, Exchange, SQL, SCCM, SCSM, Citrix, and SharePoint

Contractor shall have certifications in Windows/MS operating systems (e.g. MTA, MCSA, MCSE)

3.1.5.3 Description

Contractor shall follow all approved DoD and NASIC policies, processes and procedures Contractor shall maintain/administer/update Windows operating systems, products, applications and services Contractor shall provide production network integration between current and new services, as required Contractor shall maintain configuration management controls, to include security/update patches Contractor shall create/maintain custom ad hoc scripting Contractor shall maintain and administer Windows Terminal Services/Citrix Contractor shall conduct periodic log reviews for usability and troubleshooting Contractor shall provide Level III CFP support Contractor shall develop change plans for all Windows Enterprise/Domain modifications Contractor shall provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

Contractor shall manage and administer Microsoft SQL database services Contractor shall manage and administer Microsoft SharePoint server farm Contractor shall maintain Active Directory and associated custom scripting for account validation, office symbol changes and administration of Group Policy Objects (GPO)

Contractor shall maintain Domain Name Service configuration integrated across Windows/Unix

Contractor shall maintain/update Active Directory Exchange extensions Contractor shall perform file and email message remediation as necessitated by identified security incidents

Contractor shall maintain/update clustered Exchange servers for high-availability, to include daily review of system and application logs for the Exchange cluster

Contractor shall verify delivery and transit of email inbound/outbound to other SMTP mail servers

Contractor shall provide highly-available, fault tolerant file/print cluster services such as drivers, spooler and printer configuration

Contractor shall configure/maintain Windows attached storage Contractor shall maintain TCP/IP configuration controls Contractor shall maintain and track user access Contractor shall support installation/admin/update of antivirus software, server and signatures.

Contractor shall maintain/administer/update Windows products, applications and services Contractor shall maintain/administer/update approved third party Windows applications Contractor shall perform software loading and configuration controls Contractor shall perform Certificate to Operate (CTO) testing and produce test result reports in accordance with provided guidance Contractor shall provide/maintain Windows server builds IAW NASIC processes and policies Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a government CCR documenting the change and receiving approval prior to completing the modification

3.1.6 RHEL and Solaris System Administration

3.1.6.1 Scope (in addition to the enterprise scope detailed above):

Contractor shall provide RHEL and Solaris system administration support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall provide Level III CFP backchannel support Enterprise includes primarily Solaris and RHEL operating systems (OS) Enterprise includes but is not limited to current versions of industry programs and applications such as NIS, DNS, Vintela Authentication Services, RedHat Satellite Server, Zenoss Enterprise Network Modeling, Oracle, BMC/Remedy, Jumpstart, NetBackup, StorNext HSM, Veritas HSM, Veritas Clusters, IBRIX, ZFS, VMWare, Kernel Virtual Machine (KVM), Virtual Box, Samba, Apache, Tomcat, Oracle Web Services, eXmeritus, SeaMonkey, Thunderbird, Firefox, Adobe, Symantec, Secure Messaging and Routing Terminal Server (Smart) and Smart.neXt, VMWare ESX and Consolidated Backup Server, and YUM repositories, Open Office and various programming/scripting languages including Fortran, C, C++, Perl, Java, Bourne and Korn Shell

Contractor shall possess Oracle/Sun Enterprise Server certifications (e.g. M9000, M6)

Enterprise maintains operating system versions as required by the IC, DoD and

USAF

Enterprise includes services such as the NASIC enterprise message system and electronic records management

Contractor shall comply with USAF/DIA directives, including but not limited to Time Compliance Network Orders (TCNO), Information Assurance Vulnerability Alerts (IAVA) and Intelligence Community Vulnerability Alerts (ICVA)

3.1.6.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall have a minimum of six years of experience working with Solaris (10 and above) and possess a current UNIX certification

Contractor shall have a minimum of six years of experience with Redhat Enterprise Linux (RHEL), Enterprise backup and restore solutions, scripting, and experience with security scanning products.

Contractor shall have a minimum of six years of experience in enterprise backup and restore solutions, storage area network (SAN), and network attached storage (NAS) with scripting languages

Contractor shall have a minimum of six years of experience in Perl scripting, Active Directory, Windows networking, and infrastructure support

Contractor shall have a minimum of six years of experience in systems analysis, requirements analysis, software design, coding, testing, and validation

Contractor shall be able to install and extract network cabling and climb ladders without difficulty

Contractor shall as required, work any shift/extended shifts, and on call support Contractor shall possess a Red Hat Certified Systems Administrator for RHEL 6

(RH200) certification Contractor shall possess a Sun Certified System Administrator for Solaris

(SCSA) Certification Contractor shall possess a VMware Certified Professional 5-Data Center

Virtualization (VCP5-DCV) certification

3.1.6.3 Description

Contractor shall maintain/administer/update Unix/Linux products, applications and services

Contractor shall maintain/administer/update approved third party Unix/Linux applications

Contractor shall provide functional utilization reports as requested Contractor shall build/maintain/administer license servers Contractor shall perform Certificate to Operate (CTO) testing and produce test result reports in accordance with provided guidance Contractor shall provide support for operating system and third party application

Server and Workstation products Contractor shall create/maintain custom ad hoc scripting Contractor shall maintain Domain Name Service administration and configuration integrated across Windows/Unix

Contractor shall maintain/update Kickstart server/workstation builds Contractor shall maintain/update NIS maps Contractor shall provide Network File System (NFS) support Contractor shall maintain/update custom Samba services Contractor shall maintain/update programming/scripting languages and libraries Contractor shall maintain/update/administer eXmeritus Contractor shall install and maintain security/update patches for Linux and

Solaris Contractor shall develop configuration management tools including but not limited to Root_disk_dump, Useradd, and Qservers Contractor shall write custom Oracle queries/reports and/or developing Perl modules to obtain additional required data from workstations/servers Contractor shall write API Satellite Perl scripts for queries management of server and clients and API scripts to manage Red Hat Satellite server and its clients Contractor shall develop scripts to maintain integrity of critical network services

(DNS, NIS, LDAP, VAS password synchronization) between Solaris, Linux and Windows

Contractor shall perform functionality testing before application installation and regression testing post-install and generating before-after reporting

Contractor shall develop new and maintain existing ad hoc customer-scripting supporting administrative requirements

Contractor shall develop local processes and scripts to ensure consistent updates, along with on-linked hourly/daily/monthly backups of critical source files.

Contractor shall configure, maintain, update, and monitor samba services wherever customer Windows clients need access to enterprise class Hitachi SAN and NAS storage

Contractor shall maintain both Red Hat and Custom Software channels on Red Hat Satellite servers Redhat Package Manager (RPM) repositories by downloading RPM updates to be sent to Satellite clients

Contractor shall administer Windows domain accounts and groups while keeping each integrated with Linux accounts and groups

Contractor shall ensure proper client versions are being used and configurations are kept complaint

Contractor shall provide UNIX/Linux VAS access controls to all UNIX/Linux servers and clients

Contractor shall provide complete network modeling detailing all network equipment, servers and workstations

Contractor shall ensure all SAM-QFS file systems are active and able to stage files

Contractor shall perform HSM database checks and tape library maintenance Contractor shall provide Useradd application support Contractor shall perform firmware upgrades Contractor shall provide pre/post-maintenance test scriptage (qservers) Contractor shall analyze system faults, troubleshoot, and run diagnostic tests on operating systems and hardware to detect problems Contractor shall troubleshoot system performance problems and make system modifications to accommodate hardware upgrades Contractor shall provide Solaris system and network configuration and administration

Contractor shall provide Sendmail and Simple Mail Transfer Protocol (SMTP) support

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a

3.1.7 Storage and Enterprise Backup Services

3.1.7.1 Scope (in addition to the enterprise scope detailed above)

Contractor shall provide storage and backup enterprise services during the core work hours and on-call support for non-core hours as approved by the COR or

QAP

Contractor shall provide Level III CFP backchannel support Enterprise includes but is not limited to current versions of industry standard programs and applications such as —Veritas Enterprise Backup service, ComVault Backup service, Hitachi Storage, Oracle Sun Network Attached Storage, Solaris Archive Manager-Quick File System (SAM-QFS)

3.1.7.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall have a minimum of 5 years of experience working with Enterprise Storage Area Networks and backup and restoration

Contractor shall be able to install and extract SAN cabling and climb ladders without difficulty

Contractor shall as required, work any shift/extended shifts, and on call support Contractor shall have experience with Solaris 10/11, Sun Certified System

Administrator for Solaris Contractor shall have experience with Linux+

3.1.7.3 Description

Contractor shall install/maintain/administer/update Storage Switches, Netbackup/restore solutions, Network attached storage appliances and Archiving platforms

Contractor will test and evaluate data backup integrity by performing restore testing

Contractor shall collaborate with Windows, UNIX and LINUX administrators to configure and troubleshoot server data backups

Contractor will collaborate with vendors for troubleshooting storage system/application failures

Contractor shall provide functional utilization reports as requested Contractor shall provide SAN integration services

Contractor shall execute Brocade SAN switch zoning and Fabric Operating System Upgrades

Contractor shall conduct SAN switch performance testing/tuning/troubleshooting Contractor shall install and troubleshoot SAN cabling Contractor shall develop scripts to monitor SAN resources and respond to adhoc user requests Contractor shall support SAN resources using vendor-specified microcode management tools Contractor shall configure storage allotments on Enterprise SAN storage, Network Attached Storage and modular storage Contractor shall configure local and remote Disaster Recovery Plan (DRP) resources according to in accordance with customer guidelines, monitor daily data transfer status, insure current backup of all critical is complete, resolve hardware and network problems that would clause connectivity issues

Contractor shall develop scripts to maintain integrity of critical network services (DNS, NIS, LDAP and password synchronization) between Solaris, Linux and Windows

Contractor shall configure/maintain Quantum I6k, I2k and I500 tape libraries Contractor shall configure/maintain SAM-QFS data archive operations Contractor shall configure/maintain Automated Cartridge System Library

Software Application (ACSLS) Contractor shall configure/maintain SAM-QFS, ACSLS and SL8500 tape library functional operating integration Contractor shall maintain software media accountability in compliance with

NASIC and AF procedures Contractor shall perform Certificate to Operate (CTO) testing and produce test result reports in accordance with provided guidance Contractor shall maintain and track user access on all storage assets Contractor shall maintain TCP/IP configuration controls and security/update patches on storage platforms Contractor shall create/maintain custom ad hoc scripting as required to sustain

Enterprise storage services Contractor shall install and maintain security/update patches for Storage appliances, Netbackup/restore solutions, Network Attached Storage devices, SAN Switches and Archiving platforms

Contractor shall install/maintain/administer/update all disaster recovery platforms Hitachi Lightning 9900/9900V-series Enterprise Storage Systems and Hitachi

Adaptable Modular Storage (AMS) 2x00-series scalable storage Hitachi Hi-Command software suite, including Device Manager, Storage

Services Manager, Tuning Manager, Remote Replication, ShadowImage and Tiered Storage Manager applications in both physical and virtual server environments.

The implementation and management of Hitachi Storage Navigator Modular 2 for monitoring and control of Hitachi AMS 2x00-series systems deployed in Microsoft Windows and UNIX environments, to include the use of Dynamic Provisioning, Copy-On-Write Snapshot, volume migration and management, cache residency management, cache partitioning and provisioning, and online RAID group expansion.

Advanced hardware and network installation, maintenance and monitoring experience on ADIC/Quantum Scalar i2K and i6K tape library units

Knowledge of the Quantum Storage Manager software in Hierarchical Storage Management (HSM) 3-tier environments, SAM-QFS o Hitachi Storage Navigator o Hitachi System Management Unit o HiCommand Device Manager o Symantec Enterprise Administrator o Solaris zfs

Contractor shall work NASIC Microsoft System Center Service Manager tickets received

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a

3.1.8 Storage and Backup Installation and Maintenance

3.1.8.1 Scope

Contractor shall provide storage and backup installation and maintenance support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall provide Level III CFP backchannel support Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Contractor shall provide maintenance, administration, update, configuration, integration, and documentation of NASIC’s Enterprise Storage Area Network Contractor shall ensure a monthly preventive maintenance schedule is conducted for non-emergency requirements including servers, storage devices, controllers, and database backup

Contractor shall update portal tables, access permissions, user accounts, roles, mapping, workspace, and devices.

Contractor shall install portal devices according to NASIC/SC standards Contractor shall provide non-emergency maintenance completed within approved scheduled downtime Contractor shall provide emergency or critical maintenance completed within approved time period Contractor shall ensure defective parts are documented and sent to the vendor for repair Contractor shall ensure vendor repairs are received and tested and returned to

Government bench stock Contractor shall warrantee repairs are installed and tested then the devices are returned to operation service for redistribution to the customers Contractor shall document firmware updates, configurations, and portal assignments Contractor shall provide corrective and preventative maintenance on all tape libraries and storage sub-systems

Contractor shall provide all installation and maintenance of all Quantum enterprise tape backup storage system including the following Quantum libraries Scalar i2K, i6K and i500

Contractor shall perform all installation and maintenance of all Hitachi Data Storage Network Attached Storage systems

Contractor shall perform all installation and maintenance of all Sun/Oracle Network Attached Storage systems

Contractor shall perform installation and maintenance of all Brocade SAN switches including the 6510 and 8510 series

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a government CCR documenting the change and receiving approval prior to completing the modification

3.1.8.2 Qualifications

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement

Contractor shall have 8-10 years of directly related experience in Storage Area Networks

Contractor shall have experience in Multi-Vendor Server, Network, Storage Area Network

Contractor shall possess and maintain Information Assurance Technical (IAT) Level II certification as required by DoD Directive 8570.01-M for the work being performed (Security+ requirement)

Contractor shall possess an OEM Hitachi, Quantum, SUN/Oracle certification with over 10 years of experience

Contractor shall have experience in Hitachi Virtual Storage Platform (VSP), Hitachi Universal Storage Platform V (USP V), Hitachi Universal Storage Platform VM (USP VM), VSPG1000

Contractor shall have experience in Hitachi Unified Storage (HUS), Hitachi Adaptable Modular Storage 2000 Family (AMS 2000), and Hitachi NAS Platform

Con…