Task Order 0001 PWS Exhibit A.pdf

TASK ORDER 0001 PWS

INFORMATION TECHNOLOGY SERVICES SUPPORT

1. INTRODUCTION.

Refer to contract PWS.

2. OBJECTIVE.

2.1. To provide IT/IM Help Desk Tier 1, IT/IM Help Desk Tier 2 services to support the development, integration, implementation, and operation of computer hardware, software, and associated network and communications systems for the GCMC.

3. GOVERNMENT FURNISHED SUPPORT.

Refer to contract PWS.

4. SPECIFIC REQUIREMENTS. IT/IM Help Desk Tier 1, IT/IM Help Desk Tier 2 Services (ELIN A001).

4.1. The contractor shall comply with all the requirements in the basic contract.

4.2. The period of performance for this Task Order is 01 June 2011 – 31 May 2012.

4.3. The contractor shall provide two (2) Journeyman Level Tier 1 Help Desk Specialists and two (2) Senior Level Tier 2 Help Desk Specialists. The four Help Desk Specialists shall provide 12 months of services. All services shall be performed in accordance with the requirements outlined below.

4.3.1. HELP DESK SERVICES (TIER 1). The contractor shall provide Help Desk support for students in any number of simultaneous resident courses. The services shall be provided in the English and Russian languages. Response times for Tier 1 services shall be in accordance with local trouble ticketing procedures and currently range from 6 hrs to 4 days, depending on the priority or the urgency of the call.

4.3.1.1. STUDENT IN-PROCESSING: The contractor shall provide student in-processing services for each resident course. The following actions shall be performed for students, either individually or in small groups:

Gather required student information and build Microsoft Active Directory accounts.

Conduct 1-2 hour training sessions in groups of 10-20 to teach students how to login to the network, save and retrieve files, how to find course resources, and how to effectively use all of the GCMC IT resources available to them during their courses. Training shall also include required Information Assurance briefings.

Issue network authentication information, to include user IDs, passwords, token cards, and/or PINs.

Combined Synopsis Solicitation Amendment 03, dated 07 APR 2011. 1

Assist students in creating free email accounts, if needed (i.e., Gmail, Yahoo Mail).

Coordinate with the Systems Administrator to establish email distribution lists on the GCMC email server.

The intent is that all students have working and compliant network accounts and are able to communicate with their professors and academic coordinators via email in accordance with student registration schedules provided by the Government.

4.3.1.2. CALL CENTER AND HELP DESK SERVICES: The contractor shall provide GCMC resident course students with responsive, qualified, and knowledgeable IT Call Center and Help Desk support during normal business hours. Trouble calls shall be received in person, over the telephone, or via the Systems Support Branch trouble ticket system. Telephonic trouble calls and in-person requests shall be entered by the contractor into the trouble ticket system. Typical tasks include restoring student passwords, replacing computers, mice, and keyboards, replacing printer toner, troubleshooting computer problems, and assisting students with burning CDs.

4.3.1.3. STUDENT OUT-PROCESSING: Upon the completion of each resident course, the contractor shall:

Collect and recover physical network authentication token cards issued.

Delete and remove all user accounts from Active Directory.

Notify the Information Assurance section of all accounts deleted.

Delete any files related to students in the Public or Group shared drives.

Coordinate with the Systems Administrator to terminate applicable email distribution lists on the GCMC email server.

The intent is that all unauthorized users are removed from the network in accordance with GCMC and DoD requirements.

4.3.2. HELP DESK SERVICES (TIER 2). The contractor shall provide customer support services to all GCMC computer users including Staff and students, including installation, configuration, troubleshooting, customer assistance, domain account maintenance, network connections, hardware and software, office suite utilization, and user training on workstations and other peripheral devices. Other peripheral devices may include, but not be limited to, workstations, printers, servers, scanners, removable storage media, external computer components, speakers, cameras, hubs, cables, routers, CD/DVD drives, tape drives, projectors, televisions and any other device that plugs into a computer. The contractor shall also perform tasks as needed to assist in maintaining the networks and desktops included but not limited to:

Deploy new IT equipment and return surplus equipment to Logistics for disposal.

Relocate and/or replace PCs, peripherals, and accessories.

Combined Synopsis Solicitation Amendment 03, dated 07 APR 2011. 2

Coordinate with hardware distributors, prepare hardware for mailing to hardware distributors, and replace inoperative hardware in desktop PCs.

Install operating system and productivity software for desktops and laptops.

Response times for Tier 2 services shall be in accordance with local trouble ticketing procedures and currently range from 6 hours to 4 days, depending on the priority and the urgency of the call.

The GCMC consists of approximately 500 Staff and Student and 700 computers, printers, and other peripherals.

5. OTHER REQUIREMENTS.

5.1. Task Order Key Personnel: Key personnel categories (and personnel identified by name for the task order) priced in Attachment 1 are considered critical to successfully perform this task order. Prior to replacing any of these key personnel, the contractor shall obtain written consent of the Contracting Officer. Contractor key personnel shall meet or exceed requirements of each labor category specified in this task order. Prior to performing any work under this task order, the contractor shall provide a CV and other documentation to verify key personnel meet the minimum qualifications for services performed under this task order. The contractor shall replace individuals not fulfilling this task order requirements and shall be able to respond to emergent needs under this task order such as expected and/or unexpected personnel absences and/or shortages.

5.2. On-Site Manager: Per paragraph 5.2 of the basic contract, Contractor Management/Site Manager, the contractor shall designate one of the on-site employees to also serve as the company on-site manager, responsible for managing contractor employees and their work and who shall have full authority to act for the contractor on all contract matters and operational responsibilities. The contractor shall submit the name, telephone number, and address of the on-site manager to the Contracting Officer’s Representative (COR) within five (5) calendar days after task order award, to include contact numbers for other than normal duty hours in case of an emergency. The contractor shall verbally notify the COR of changes to the designation as they occur and provide written changes not later than five workdays after the effective date of the change.

5.3. Required Minimum Certifications: Per the current DODI 8570.01M, Help Desk personnel shall have appropriate security and Computing Environment certifications.

Certifications must be valid and current. The following are required:

Tier 1 Help Desk: IAT I Security Certification and Microsoft MCTS Windows 7 Configuration Computing Environment Certification.

Combined Synopsis Solicitation Amendment 03, dated 07 APR 2011. 3

Combined Synopsis Solicitation Amendment 03, dated 07 APR 2011. 4

Tier 2 Help Desk: IAT II Security Certification and Microsoft MCTIP Windows 7 Enterprise Desktop Support Technician Computing Environment Certification.

6. PERFORMANCE STANDARDS.

Refer to contract Quality Assurance Surveillance Plan (QASP).

7. CONTRACTING OFFICER’S REPRESENTATIVE (COR).

Mr Steve Douma, Systems Support Branch, Information Management Division Chief, will be the COR for all services under ELIN A001.

EXHIBIT A

Prices Established for this Task Order shall be fully burdened, equal to or less than the labor rates established in IDIQ Exhibit A, Labor Category Pricing, of the Basic contract, and include travel and all subsistence to the GCMC for performance of work.

ELIN PWS QUANTITY UNIT UNIT PRICE AMOUNT

A001 BASE YEAR SERVICE

A001AA Help Desk Specialist Journeyman 12 Months A001AB Help Desk Specialist Journeyman 12 Months A001AC Help Desk Specialist Senior 12 Months A001AD Help Desk Specialist Senior 12 Months