IFB C000853 NYS Enterprise Network Support.pdf

NYS Office of Information Technology Services Invitation for Bids

COMPETITIVE PROCUREMENT FOR:

IFB C000853 – NYS Enterprise Network Support

Procurement Website: https://its.ny.gov/competitive-procurement-opportunities

DESIGNATED CONTACT FOR INQUIRIES AND SUBMISSIONS

Laura Crammond Contract Management Specialist

IFB related questions must be submitted via email using the Attachment 2 - Vendor Questions and Extraneous Terms Form to the designated contact for this IFB in accordance with IFB Section 1.4 at its.sm.MAT.Solicitations@its.ny.gov

No other method of inquiries will be accepted.

IMPORTANT NOTICE: A Restricted Period under the provisions of the State Finance Law relating to procurement lobbying is currently in effect for this Procurement and will remain in effect until State Comptroller approval of the Contracts resulting from this Invitation for Bid (IFB) or any cancellation of this procurement. During the Restricted Period of this Procurement, ALL communications must solely be directed, in writing, to the following individual, Laura Crammond, and must be in compliance with the provisions of the State Finance Law relating to procurement lobbying and all other IFB instructions.

Suggestions for the Procurement must only be made to the Designated Agency Contact. All communications relating to the Procurement must be directed to the Designated Contact via its.sm.MAT.Solicitations@its.ny.gov.

KATHY HOCHUL

Governor

DRU RAI

NYS Chief Information Officer https://its.ny.gov/competitive-procurement-opportunities mailto:its.sm.MAT.Solicitations@its.ny.gov

SECTION 1 - OVERVIEW

1.1 PURPOSE

1.2 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES

Mission, Vision, and Values Statement

1.3 DEFINITIONS

1.4 IFB CALENDAR OF EVENTS

SECTION 2 - SCOPE OF WORK

2.1 DESCRIPTION OF SCOPE OF WORK

2.2 GOAL

2.3 MINIMUM BIDDER QUALIFICATIONS

2.4 JOB TITLES – REQUIREMENT

2.4.1 Tier 1 Network Support Analyst

2.4.2 Tier 2 Network Support Analyst

2.4.3 Tier 3 Network Support Engineer

2.4.4 Tier 4 Network Support Engineer/ SME

2.4.5 Tier 1 Site Survey Engineer (Includes Travel)

2.4.6 Tier 2 Site Survey Engineer (Includes Travel)

2.4.7 Tier 3 Site Survey Engineer (Includes Travel)

2.4.8 Tier 4 Site Survey Engineer (Includes Travel)

2.4.9 Unified Communications Specialist Level 1

2.4.10 Unified Communications Specialist Level 2

2.4.11 Unified Communications Specialist Level 3

2.4.12 Network Operations Manager

2.4.13 Tier 1 Cloud Network Support Analyst

2.4.14 Tier 2 Cloud Network Support Analyst

2.4.15 Tier 3 Cloud Network Support Engineer

2.4.16 Tier 4 Cloud Network Architect

2.5 STARTUP ACTIVITIES/TRANSITION

2.6 STAFFING REQUIREMENTS

2.6.1 Service Manager

2.6.2 Staff Training

2.7 STAFFING REQUEST PROCESS

2.7.1 Work Shifts

2.8 STAFF REPLACEMENT

2.9 CHARGEBACK/REMEDIES

SECTION 3 - ADMINISTRATIVE REQUIREMENTS AND INFORMATION

3.1 PRICE

3.2 METHOD OF PAYMENT

3.3 TERM OF CONTRACT

3.4 INTEGRATION, MERGER, AND ORDER OF PRECEDENCE

3.5 STATE’S RESERVED PROCUREMENT RIGHTS

3.6 NEW YORK STATE VENDOR RESPONSIBILITY QUESTIONNAIRE FOR PROFIT BUSINESS ENTITY

3.7 EQUAL OPPORTUNITY AND SUPPLIER DIVERSITY REQUIREMENTS

3.8 DISCLOSURE OF BID CONTENTS – FREEDOM OF INFORMATION LAW (“FOIL”)

3.9 ITS BID PROTEST POLICY

3.10 BID PREPARATION COSTS

3.11 MULTIPLE SUBMISSIONS

SECTION 4 - PROCUREMENT PROCESS

4.1 INQUIRIES FROM BIDDERS

4.2 EXCEPTIONS/DEVIATIONS AND EXTRANEOUS TERMS

4.3 COMMUNICATIONS FROM NYS TO VENDORS

4.4 PROCUREMENT RECORD

4.5 NO LATE SUBMISSIONS

SECTION 5 - BID REQUIREMENTS

5.1 GENERAL REQUIREMENTS FOR SUBMISSION

5.2 ELECTRONIC SUBMISSION OF BID

5.3 BID CONTENT

5.4 ADMINISTRATIVE BID REQUIREMENTS

5.5 FINANCIAL BID REQUIREMENTS

SECTION 6 - EVALUATION METHODOLOGY

6.1 METHOD OF AWARD

6.2 EVALUATION METHODOLOGY

6.3 ADMINISTRATIVE BID COMPLETENESS REVIEW

6.4 MINIMUM BIDDER QUALIFICATIONS EVALUATION

6.5 FINANCIAL BID EVALUATION AND AWARD

APPENDICES

Appendix A – Standard Clauses for New York State Contracts Appendix B – Reserved Appendix C – Standard Clauses for ITS Contracts Appendix C-1 – Contractors Insurance Requirements

Appendix C-2 – ITS Equal Opportunity and Supplier Diversity Requirements Appendix C-AI – ITS Standard Terms for AI Purchases Appendix D – Primary Security and Privacy Mandates

Appendix E – Personnel Request Form

Appendix F – Glossary of Terms

ATTACHMENTS

Attachment 1 – Firm Offer Letter & Conflict of Interest Disclosure

Attachment 2 – Vendor Questions & Extraneous Terms Form

Attachment 3 – Minimum Bidder Qualifications

Attachment 4 – Financial Bid Workbook

Attachment 5 – ITS Consultant Confidentiality & Non-Disclosure Agreement Form

Attachment 6 – Consultant Disclosure Forms A B Form

Attachment 7 – FOIL & Litigation Disclosure

EXHIBIT

Exhibit 1 – Prevailing Wage Schedule

ITS Vendor Information: https://its.ny.gov/vendor-information

• Required Forms – NYS ITS; To be returned with the Bid

EEO and MWBE Supplier Diversity Program - MWBE & SDVOB Forms: https://its.ny.gov/eeo-mwbe-and-sdvob-supplier-diversity

• MWBE/SDVOB Forms to be returned with the Bid – See Appendix C-2 for details

NYS ITS Security Policies & Standards: https://its.ny.gov/policies https://its.ny.gov/vendor-information https://its.ny.gov/system/files/documents/2025/11/nys-its-required-forms.pdf https://its.ny.gov/eeo-mwbe-and-sdvob-supplier-diversity https://its.ny.gov/eeo-mwbe-and-sdvob-supplier-diversity https://its.ny.gov/policies

SECTION 1 - OVERVIEW

1.1 PURPOSE

The New York State Office of Information Technology Services (ITS) is issuing this Invitation for Bid (IFB) to seek Bids from responsive and responsible Contractors to provide NYS Agencies with Enterprise Network Support staff that are required to understand all aspects of ITS infrastructure services. The level of understanding required to be effective on the job is significant. Staff assigned will require a comprehensive understanding of all aspects of ITS infrastructure and services. To be effective, a significant depth of knowledge is essential. Resources must be capable of rapidly grasping the overall network design, traffic routing and control mechanisms, and the function of each piece of equipment. Staff responsible for supporting this critical infrastructure will be tasked with ensuring its high availability and optimal performance. Operations Support Services are needed for shared core and agency specific IT infrastructure. Examples of this infrastructure include Wide Area Networks (WAN), Local Area Networks (LAN), and Data Center (DC) networks.

1.2 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES

The NYS Office of Information Technology Services (ITS) was established in 2012 and is the largest consolidated IT organization in America. At ITS, we deliver modern technology solutions that connect NYS agencies, entities, commissions and local governments with millions of New Yorkers.

Mission, Vision, and Values Statement

Mission To create and deliver innovative solutions that foster a technology-enabled government to best serve New Yorkers

Vision To lead the nation in serving citizens, businesses, and visitors through world-class technology

Values Accountability, Citizens, Innovation, Integrity, People, Transformation

1.3 DEFINITIONS

Definitions for certain terms in this document, its appendices, and attachments, can be found in Appendix F – Glossary of Terms. For the purposes of this IFB, the following terms may be used interchangeably: Bidder, Contractor, Consultant, Firm, Offeror, and Vendor.

1.4 IFB CALENDAR OF EVENTS

IFB Calendar of Events (Estimated)

Event Date

IFB Release August 4, 2026

Deadline for Submission of Vendor Questions & Extraneous Terms August 21, 2026 at 2:30pm ET

Issuance of Response to Submitted Questions (Estimated) September 1, 2026

BID DUE September 16, 2026 at 2:30pm ET

SECTION 2 - SCOPE OF WORK

2.1 DESCRIPTION OF SCOPE OF WORK

ITS has adopted the widely accepted industry standard Information Technology Infrastructure Library (ITIL) framework. The Contactor will provide services in accordance with the latest ITIL framework version throughout the life of the contract resulting from this IFB.

The Contractor will provide network operations support services for various ITS operational units (e.g. Network Operations Center [NOC], Data Center Networks [DCN]), WAN, and customer (agency) networks. This will require full-time on-site staff augmentation utilizing the titles described herein.

2.2 GOAL

The ITS Enterprise Network Support services are currently provided by consultant resources. ITS seeks to replace an expiring contract with the contract that will result from this IFB.

2.3 MINIMUM BIDDER QUALIFICATIONS

Bidders must meet the Minimum Bidder Qualifications set forth below and certify they meet the qualifications in Attachment 3 – Minimum Bidder Qualifications. Failure to meet all the Minimum Bidder Qualifications will result in the Bid being deemed non-responsive and eliminated from consideration.

1. Bidder must be registered with the NYS Department of State as an entity authorized to conduct business in New York State.

2. Bidder cannot be a staffing agency, and the Bidder must certify that they will serve as the Prime Contractor.

The intent is that the bidder must have knowledge and experience in the areas described in this IFB.

3. Bidder must currently be providing, and must have continuously provided, technical support for multiple types of operating systems and networking technology services as described in this IFB for at least the five

(5) years prior to IFB Section 1.4 Bid Due Date.

4. Bidder must have performed a minimum of three (3) engagements that have employed thirty (30) or more staff on a single engagement within the past five (5) years where at least one (1) engagement must have been for a federal, state or local government entities, that support multiple operating systems and networking technologies in which the proposer was the prime contractor.

5. Bidder must meet all job title requirements as described in Attachment 3 and IFB Section 2.4.

2.4 JOB TITLES – REQUIREMENT

Each sub-section in this section identifies what job title is needed and its associated requirements. Each job title is accompanied by a work content summary, a list of associated responsibilities, an outline of the minimum level of education and experience required, and other related information. Please see Attachment 3- Minimum Bidder Qualifications Form for the requirements each title must have. Each resource must possess reliable transportation as travel may be required. Each resource must be able to travel to any location within the State of New York on short notice, including evenings and weekends. The resource must arrive at all locations within a reasonable time as determined by the State.

*Please note that bidders may propose their job title equivalent when bidding but the below titles must be used for Bid evaluation purposes.

Tier 1 Network Support Analyst Tier 2 Network Support Analyst

Tier 3 Network Support Engineer Tier 4 Network Support Engineer/Subject Matter Expert Tier 1 Site Survey Engineer Tier 2 Site Survey Engineer Tier 3 Site Survey Engineer Tier 4 Site Survey Engineer Unified Communications Specialist Level 1 Unified Communications Specialist Level 2 Unified Communications Specialist Level 3 Network Operations Manager Tier 1 Cloud Network Support Analyst Tier 2 Cloud Network Support Analyst Tier 3 Cloud Network Support Engineer Tier 4 Cloud Network Architect

2.4.1 Tier 1 Network Support Analyst

A. Work Content Summary:

The first level of support provided to the ITS network for enterprise services will include Tier 1 Network Support Analysts. The Tier 1 Network Support Analysts must have knowledge in data principles, TCP/IP communications and troubleshooting techniques, with experience in a wide variety of technologies.

The Tier 1 Network Support Analysts will be responsible for monitoring the traps and events received from the managed devices connected to the ITS network. In addition to monitoring proactively, the analysts will also open all trouble tickets based on anomalies that result in an alarm and/or trap alerting the ITS network monitoring platform.

In addition to continuously monitoring the ITS platforms, the Tier 1 Network Support Analysts will perform basic troubleshooting activities such as pings and trace routes to further assist in problem resolution. The Tier 1 Network Support Analyst will notify and hand off services to the Tier 2 Network Support Analyst as needed for problem resolution.

The Tier 1 Network Support Analysts are accountable for customer satisfaction with service and performance of all assigned ITS equipment and services. The Tier 1 Network Support Analysts manage customer’s service reliability and take responsibility for the overall trouble resolution, maintenance efforts and customer perception of ITS products and services. The Tier 1 Network Support Analysts may be required to work day, evening or night shifts, weekends, and holidays. Hours to be worked are determined by job requirements and qualifications. Personnel will be responsible for being on call, which will occur on a rotating basis, and responding in the event of an emergency.

B. Education and Work Experience:

Required Work Experience

• The Tier 1 Network Support Analyst must have completed at least 12 credit hours in a related technical or business field AND 3 years related experience, OR a minimum of 5 years work related experience is required.

• Basic understanding of routers, switches and firewalls is required.

• Basic understanding of TCP/IP is required.

• Basic knowledge of a TCP stack is required.

C. Major Responsibilities/Results/Outputs:

• Maintain a knowledge of the customer’s organization and operations.

• Utilize this information to assist in resolution of customer’s data communication problems.

• Maintain a comprehensive inventory of customers’ premises, network and compute services.

• Work with various testing equipment and software for the repair and maintenance of the ITS

Network and compute equipment and systems.

• Test, diagnose, analyze, and identify troubles in the network and the devices connected thereto.

• Identify and trace copper or fiber optic cable and jumpers to identify and resolve network issues.

• Monitor various Network and compute environments utilizing existing and new ITS monitoring systems, to include OpenNMS, Zenoss, Cisco prime, IBM Tivoli, Microsoft Systems Center Operations Manager (SCOM) SPLUNK and any toolset in use by ITS.

• Keep detailed records and updated logs of work activities.

• Interpret ITS practices, diagrams, specifications, drawings and service orders.

• Answer telephones, take and record customer trouble calls, refer calls and direct problems to the proper internal or external entity for resolution.

• Operate personal computers and other mechanized systems on a daily basis.

• Prepare system inputs, analyze system outputs and maintain and repair various electronic systems.

• Carries out all other tasks necessary in the support of management of the network and compute environment and performance of duties related to the operation of the network and compute environment, including but not limited to provisioning, change management and problem resolution as determined by ITS.

• Dispatch to ITS locations for the replacement or repair of equipment as required.

Limited travel and overnight stays may be required if applicable.

• Responsibilities may vary among departments and/or assignments.

D. Workforce Management:

Typically reports to an ITS Operations Manager or Shift Supervisor.

2.4.2 Tier 2 Network Support Analyst

A. Work Content Summary:

The Tier 2 Network Support Analyst must have intermediate network troubleshooting skills and knowledge of network technologies. Proposed resources should have specialties, and/or vendor certifications in various technologies. Some of the basic requirements of analysts at this level include but are not limited to working knowledge of Ethernet switching and routing, TCP/IP, routing protocols such as OSPF & BGP, VPN and firewall concepts. Fiber technology to include Single mode and Multimode (62.5 and 50 micron) technologies. These individuals must also have strong communication skills, both oral and written.

The Tier 2 Network Support Analysts will provide ITS network advanced troubleshooting skills and the ability to rapidly identify issues and provide rapid restoration of issues. These Analysts must have an intermediate skill set allowing for rapid restoration of system anomalies. They are also responsible for assisting with disaster recovery of the network if needed.

The Tier 2 Network Support Analysts receives all trouble ticket handoffs from the Tier 1 Network Support Analysts. The Tier 2 Network Support Analysts are accountable for customer satisfaction with service and performance of all covered network and compute products and services. The Tier 2 Network Support Analyst manages customer’s services reliability and takes responsibility for the overall provisioning, trouble resolution, maintenance efforts, and customer perception of ITS operations products and services.

The Tier 2 Network Support Analyst may be required to work daytime, evening, or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will be responsible for being on call, which will occur on a rotating basis, and responding in the event of an emergency.

B. Education and Work Experience:

Required Work Experience

• The Tier 2 Network Support Analyst must have an associate degree in a related technical or business field AND 4 years work-related experience, OR a minimum of 6 years work-related experience required.

Desired Work Experience

• Intermediate understanding of routers, switches and firewalls Experience with configuring (minimum 2 years’ experience desired) Experience with troubleshooting (minimum 2 years’ experience desired)

• Intermediate understanding of TCP/IP Sub-netting Super-netting

• Intermediate Knowledge of a TCP Stack Configuration Advanced parameters

• Basic Knowledge of DHCP Global options Local options Static reservations

• Intermediate knowledge of wireless

• Intermediate knowledge of VPN

• Basic knowledge of DNS and WINS

C. Major Responsibilities/Results/Outputs:

• Gather and maintain detailed knowledge of the customer’s data communications requirements.

• Provides technical support for hardware, software and connectivity in the NYS ITS data networks, and remote locations, in support of client networking activities and ongoing mission-critical initiatives.

• Perform network hardware/software testing, evaluations and standardization.

• Configure and implement network devices to fulfill customer service requests utilizing standard ITS network designs.

• Monitor various network environments utilizing ITS monitoring systems, to include OpenNMS, Zenoss, and SPLUNK and any other toolset in use by ITS.

• Keeps detailed records of work activity.

• Interpret ITS Networks practices, diagrams, specifications, drawings and service requests.

• Identify customer specific requirements and the need for expanded or new products and services.

• Carry out all other tasks necessary in the support of management of the network and performance of duties related to the operation of the network, including but not limited to provisioning, change management and problem resolution as determined by ITS.

• Dispatch to ITS locations for the replacement or repair of network equipment as required.

D. Workforce Management:

• Typically reports to an ITS Operations Manager or Shift Supervisor.

• Limited travel and overnight stays may be required if applicable.

E. Certification

• CCNA or CCNP Certification or equivalent is desired

• JNCIA or JNCIS Certification or equivalent is desired

2.4.3 Tier 3 Network Support Engineer

A. Work Content Summary:

The Tier 3 Network Support Engineer provides advanced level services which include change management, security management, configuration management, management of customer lab environment, training analysts and customers on network requirements, ensuring documentation is written to support the network, fault isolation and coordination of supported technologies including routing and configurations.

The Tier 3 Network Support Engineer(s) are also involved in network expansions, software and hardware upgrades, and work with ITS network engineering to resolve difficult and/or complex chronic network problems. Tier 3 Network Support Engineer(s) should have specialties, and/or vendor certifications in various technologies.

Some of the requirements of Engineers at this level include, but are not limited to, working knowledge of Ethernet switching, TCP/IP stack, network routing, routing protocols to include OSPF & BGP, Firewall and VPN technology and concepts. DWDM and fiber technology to include Single mode and Multimode (62.5 and 50 micron) technologies. These individuals will likely participate in the implementation, configuration and operational support of the services that ITS deploys throughout different network environments. These individuals must also have strong communication skills, both oral and written.

The Tier 3 Network Support Engineer supports the implementation of maintenance activities relating to the performance of hardware and associated applications operating on the ITS Network to ensure optimum efficiency. The Tier 3 Network Support Engineer is responsible for the identification, monitoring and analyzing network functional data relating to switching, signaling, transport, infrastructures and computer operations. The Tier 3 Network Support Engineer implements maintenance work plans to resolve impacted network issues.

The Tier 3 Network Support Engineer may be required to work day, evening or night shifts, weekends, and holidays. Hours to be worked may exceed the standard shift hours and are determined by job requirements and qualifications. Personnel will be responsible for being on call, which will occur on a rotating basis, and responding in the event of an emergency.

B. Education and Work Experience:

Required Work Experience

• The Tier 3 Network Support Analyst must have a BS in Engineering, Computer Science, Telecommunications or Operations Research AND 5 years work-related experience OR a minimum of 8 years' work-related experience required.

Desired Work Experience

• Experience in trending and root cause analysis of network performance data.

• Training/experience in quality and process improvement practices.

• 5-6 years of experience in network maintenance and operations procedures desired.

• Advanced understanding of routers, switches and firewalls.

Experience with configuring (minimum 5 years’ experience desired) Experience with troubleshooting (minimum 5 years’ experience desired)

• Advanced understanding of TCP/IP Sub-netting, Super-netting Routing Protocols, OSPF, BGP

• Advanced knowledge of a TCP stack Configuration

• Advanced Parameters

• Advanced knowledge of Wireless

• Advanced knowledge of VPN

• Intermediate knowledge of DNS and WINS

Experience with NSLOOKUP

C. Major Responsibilities/Results/Outputs:

Network Maintenance Administration

• Conduct in-depth analysis on assigned network elements by assessing situations affecting performance through the collection of metrics from support systems.

• Support work activities to resolve impacted maintenance issues/incidents.

• Recommend changes to network operating practices that result in downtime and monitors equipment and applications for continued performance resolution.

• Executes test scenarios to evaluate accuracy and effectiveness of solutions to recovery and downtime issues.

• Produce reports and associated documentation on network incidents, results of testing efforts and procedures to maintenance process in assigned areas.

• Provide technical support for hardware, software and connectivity in the NYS ITS data networks, and remote locations, in support of client networking activities and ongoing mission-critical initiatives.

• Perform network hardware/software testing, evaluations and standardization.

• Configure and implement network devices to fulfill customer service requests utilizing standard ITS network designs.

• Carry out all other tasks necessary in the support of management of the network and performance of duties related to the operation of the network, including but not limited to configuration, change management and problem resolution as determined by ITS.

• Dispatch to ITS locations for the replacement or repair of equipment as required.

Network Management

• Coordinate and implement software code upgrades in all network equipment during appropriate maintenance window.

• Coordinate and implement the installation of new equipment and products in the network.

• Coordinate and implement the removal of network equipment being displaced or replaced.

Network Planning

• Participate in local, inter-organizational teams to improve network processes and to reduce customer affecting network incidents.

• Consult with appropriate engineering and operations groups and provide status updates to ensure standardization of maintenance processes.

Standards & Documentation

• Develop and author standards of network services that define all aspects of the product.

• Document the standard hardware and software configurations of each product and service.

• Develop and author standard operating procedures of all network products & services for lower-level staff D. Workforce Management:

• Typically reports to an ITS Operations Manager.

• Limited travel and overnight stays may be required if applicable.

E. Certification

• CCIE Certification or equivalent is desired

• JNCIP Certification or equivalent is desired

• ACE - Arista Certified Engineer L7 or equivalent is desired

2.4.4 Tier 4 Network Support Engineer/ SME

A. Work Content Summary:

Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple operational support systems in support of the ITS Network. Provides direction and guidance to technical personnel and performs the group leader function. Directs the systems engineering process and works closely with suppliers and network staff.

The Tier 4 Network Support Engineer/ SME may be required to work day, evening or night shifts and weekends, holidays. Hours to be worked are determined by job requirements and qualifications. Personnel will be responsible for being on call, which will occur on a rotating basis, in the event of an emergency.

B. Education and Work Experience:

Required Work Experience

• The Tier 4 Network Support Engineer/SME must have a BS in Engineering, Computer Science, Telecommunications or Operations Research AND 7 years of experience required, OR 10 years relevant work experience in a multisite data center environment required.

• The Tier 4 Network Support Engineer/SME must have experience in network systems engineering, network design, and management and operations required.

Desired Work Experience

• CCIE or equivalent is desired.

• Detailed knowledge of TCIP/IP network addressing including both IPv4 and IPv6 implementations.

• Expert knowledge of Frame Relay, TDM T1, Ethernet switching, TCP/IP, SNMP, Layer 2, 802.1Q, Layer 3, routing protocols to include OSPF & BGP, as well as MPLS. Also, expert knowledge of DWDM and fiber technology to include Single mode and Multimode (62.5 and 50 micron) technologies.

• Experience with troubleshooting complex and detailed network challenges including Asymmetric routing, out of order packets, unicast and multicast issues, Latency, spanning tree, retransmission and fragmentation issues.

• Experience with troubleshooting and design of complex switching environments and technologies such as the Cisco Nexus and Arista switch lines.

• Experience with troubleshooting and design of detailed layer 2 and layer 3 network environments that include VLANs, trunk and access ports, Port Channels, EtherChannel, VPCs, VTP, CDP, LLDP, MTU, SPAN, port mirroring, etc.

• Experience with troubleshooting tools such as Sniffer, Wireshark, Ethereal and other networking tools and the ability to follow packet and data flows throughout the capture.

• Experience with Load Balance environments and vendors such as Cisco CSS and ACE and the F5.

• Detailed experience with designing and implementing complex load balance environments that includes complex server health checks, advance load balance algorithms, SSL offload, Irules, Scripted Keep-alives, port forwarding, etc.

• Ability to design, implement and troubleshoot advanced routing environments and concepts including, but not limited to, OSPF, EIGRP, route leaking, policy based routing, route tagging, distance vector.

• Ability to design, implement and troubleshoot device security protocols such as TACACS and RADIUS and their inclusion in an AAA based device security environment. This should include privileged modes and read-only access.

C. Major Responsibilities/Results/Outputs:

Technical and Project Management Leadership

• Manage the objectives necessary to accomplish the assigned work.

• Develop business models, systems and technological architecture and tactical information system plans.

• Review work effort of subordinate engineers to assure that business unit/end user needs have been analyzed, and plan meets operational, financial, quality and time goals.

• Direct system analyses to ensure correct interfaces and relationships to other systems, functions and organizations within the ITS Network.

• Carry out all other tasks necessary to support management of the network and performance of duties related to the operation of the network, including but not limited to design, configuration, change management and problem resolution as determined by ITS.

• Analyze requests for engineering work (including project funding estimates).

• Identify skill and knowledge requirements for each feature project and develop resource plans to accomplish objectives.

• Assist in drafting inter-organizational agreements as necessary.

• Manage the development, documentation and support of software tools which provide mechanized method support, including corporate systems inventory.

• Oversee the research and development of methods and tools required to support the customer’s information systems planning which will promote synchronized business plans.

Network Maintenance Planning

• Develop and maintain maps, drawings, and/or diagrams of customer’s communications configuration to anticipate, analyze and resolve potential problems in the areas of reliability and service provisioning.

• Participate in local, inter-organizational teams to improve maintenance processes and to reduce customer affecting network incidents.

• Consult with appropriate engineering and operations groups and provide status updates to ensure standardization of maintenance processes.

• Assist in the development of requirements for new or the enhancement of existing operating support systems to obtain appropriate metrics.

Network Management

• Coordinate and implement software code upgrades in all network equipment during appropriate maintenance window.

• Coordinate and implement the installation of new equipment and products in the network.

• Coordinate and implement the removal of network equipment being displaced or replaced.

Network Planning

• Participate in local, inter-organizational teams to improve network processes and to reduce customer affecting network incidents.

• Consult with appropriate engineering and operations groups and provide status updates to ensure standardization of maintenance processes.

• Assist design software groups in the development of requirements for new or the enhancement of existing operating support systems to obtain appropriate metrics.

Standards & Documentation

• Develop and author standards of network services that define all aspects of the product.

• Document the standard hardware and software configurations of each product and service.

• Develop and author standard operating procedures of all network products and services for lower-level staff.

D. Workforce Management:

• Structure work teams, analyze knowledge and experience requirements.

• Develop and communicate group objectives.

• Typically reports to an ITS Operations Manager.

E. Certification

• CCIE Certification or equivalent is desired.

• JNCIP Certification or equivalent is desired.

• ACE - Arista Certified Engineer L7 or equivalent is desired.

2.4.5 Tier 1 Site Survey Engineer (Includes Travel)

A. Work Content Summary:

Responsible for the Installation, relocation, and removal of equipment, including workstations (PCs), printers, servers, VOIP phones, WAPs, and data communications equipment for supported agencies.

Participates in the planning and execution of all phases of projects including request analysis, site surveys, site preparation, cable troubleshooting and installation, asset management, inventory control, and network assistance.

B. Education and Work Experience:

The Tier 1 Site Survey Engineer must have completed at least 12 credit hours in an IT or Technical field, OR 2 years work-related experience in an IT or Technical Field is required.

C. Major Responsibilities/Results/Outputs:

• Provide detailed site surveys and onsite support for requests from all ITS-supported agencies.

• Analyze requests and provide Rough Order Magnitude (ROM) estimates to the agencies.

• Submit internal ITS requests and monitor them from start to finish. These requests can be for enterprise network equipment, circuits, and cabling.

• Act as the ITS liaison to the requesting State agency. In most cases this is the only face-to-face interaction the agency has with ITS.

• Requires approximately 2 days per week (40%) travel time

2.4.6 Tier 2 Site Survey Engineer (Includes Travel)

A. Work Content Summary:

Responsible for the Installation, relocation, and removal of equipment, including workstations (PCs), printers, servers, VOIP phones, WAPs, and data communications equipment for supported agencies.

Participates in the planning and execution of all phases of projects including request analysis, site surveys, site preparation, cable troubleshooting and installation, asset management, inventory control, and network assistance.

B. Education and Work Experience:

• The Tier 2 Site Survey Engineer must have an associate degree in an IT or Technical field AND 2 years work-related experience, OR 3-5 years work-related experience in an IT or Technical field is required.

C. Major Responsibilities/Results/Outputs:

• Provide detailed site surveys and onsite support for requests from all ITS-supported agencies.

• Analyze requests and provide Rough Order Magnitude (ROM) estimates to the agencies.

• Submit internal ITS requests and monitor them from start to finish. These requests can be for enterprise network equipment, circuits, and cabling.

• Act as the ITS liaison to the requesting State agency. In most cases this is the only face-to-face interaction the agency has with ITS.

• Requires approximately 2 days per week (40%) travel time

2.4.7 Tier 3 Site Survey Engineer (Includes Travel)

Responsible for the Installation, relocation, and removal of equipment, including workstations (PCs), printers, servers, VOIP phones, WAPs, and data communications equipment for supported agencies.

Participates in the planning and execution of all phases of projects including request analysis, site surveys, site preparation, cable troubleshooting and installation, asset management, inventory control, and network assistance.

B. Education and Work Experience:

• The Tier 3 Site Survey Engineer must have an associate degree in an IT or Technical field AND 3-5 years’ work-related experience, OR 5-7 years work-related experience in an IT or Technical field is required.

C. Major Responsibilities/Results/Outputs:

• Provide detailed site surveys and onsite support for requests from all ITS-supported agencies.

Analyze requests and provide Rough Order Magnitude (ROM) estimates to the agencies.

• Submit internal ITS requests and monitor them from start to finish. These requests can be for enterprise network equipment, circuits, and cabling.

• Act as the ITS liaison to the requesting State agency. In most cases this is the only face-to-face interaction the agency has with ITS.

• Requires approximately 2 days per week (40%) travel time

2.4.8 Tier 4 Site Survey Engineer (Includes Travel)

A. Work content Summary:

Responsible for the Installation, relocation, and removal of equipment, including workstations (PCs), printers, servers, VOIP phones, WAPs, and data communications equipment for supported agencies.

Participates in the planning and execution of all phases of projects including request analysis, site surveys, site preparation, cable troubleshooting and installation, asset management, inventory control, and network assistance.

B. Education and Work Experience:

Required Work Experience

• The Tier 4 Site Survey Engineer must have an associate degree in an IT or Technical field AND 5-7 years work-related experience in IT, OR 8+ years work-related experience in IT is required.

C. Major Responsibilities/Results/Outputs:

• Provide detailed site surveys and onsite support for requests from all ITS-supported agencies.

• Analyze requests and provide Rough Order Magnitude (ROM) estimates to the agencies.

• Submit internal ITS requests and monitor them from start to finish. These requests can be for enterprise network equipment, circuits, and cabling.

• Act as the ITS liaison to the requesting State agency. In most cases this is the only face-to-face interaction the agency has with ITS.

• Requires approximately 2 days per week (40%) travel time

2.4.9 Unified Communications Specialist Level 1

The Unified Communications Analyst Level 1 provides entry-level services for the ITS Unified Communications (UC) environment, including change management, configuration management, provisioning, and problem resolution.

This analyst must have knowledge and understanding of TCP/IP, Voice over IP protocols, troubleshooting experience for problem resolution, and experience with Cisco VoIP phones, Cisco Webex, and Cisco Call Manager Administration.

The Unified Communications Analyst Level 1 may be required to work day, evening, or night shifts, and weekends/holidays as needed in support of the 24x7x365 UC environment. On-call will also be required.

Hours to be worked are determined by job qualifications.

B. Education and Work Experience:

Required Work Experience

• The Unified Communications Specialist Level 1 must have completed at least 12 credit hours in Computer Science, Information Technology, Computer Information Systems, Telecommunications, or Operations Researcch AND 1 year experience working in UC implementation and technical support; OR 2 years’ experience working in UC implementation and technical support is required.

Desired Work Experience

• 12 months of experience troubleshooting UC environment issues.

• 12 months of experience supporting a UC environment.

• 12 months of experience supporting Cisco UC environment via Voss Automate or equivalent 3rd party provisioning platform desired.

• 12 months experience with AXL, SQL, JSON application programming and interaction with Cisco Call

Manager and Unity or equivalent desired.

• 12 months experience with Cisco VoIP in a large enterprise environment or equivalent desired.

• 12 months of experience administering and supporting Cisco Webex or Jabber based softphones or equivalent desired.

C. Major Responsibilities/Results/Outputs:

• Maintain a knowledge of the customer’s organization and operations.

• Complete UC Provisioning tasks as assigned.

• Work with the Incident triage team to troubleshoot and fix UC issues as assigned.

D. Certification

• Cisco CCNA Certification or equivalent is desired.

2.4.10 Unified Communications Specialist Level 2

A. Work Content Summary:

Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple systems in support of the ITS Unified Communications (UC) environment. Provides direction and guidance to technical personnel and performs the group leader function. Leads the systems engineering process and works closely with suppliers and network staff.

Personnel will be responsible for being on call, which will occur on a rotating basis, in the event of an emergency. Personnel will be required to work nights and weekends in support of the 24x7x365 ITS UC environment.

B. Education and Work Experience:

Required Work Experience

• The Unified Communications Specialist Level 2 must have an AS/AA in Engineering, Computer Science, Telecommunications, or Operations Research AND 3 years of experience, OR a minimum of 5 years relevant work experience in Unified Communications Design and Engineering is required.

• The Unified Communications Specialist Level 2 must have 36 months of experience designing, implementing, administering, and supporting a multi-cluster Cisco IP telephony environment, including Cisco Call Manager (publisher, subscriber, session manager), Unity, and Emergency Responder VoIP systems are required.

• The Unified Communications Specialist Level 2 must have 36 months of providing support and troubleshooting for Enterprise Voice over IP environment with 50,000+ IP phones is required.

• The Unified Communications Specialist Level 2 must have 36 months of experience troubleshooting a unified communication application is required.

Desired Work Experience

• 36 months of experience administering and supporting Cisco IOS and IOS XE devices including but not limited to CUBE and Cisco Voice Gateways (VG’s).

• 36 months experience administering and supporting Cisco Webex or Jabber based softphones or equivalent desired. .

• 36 months experience with AXL, SQL, JSON application programming and interaction with Cisco Call Manager and Unity desired.

• 36 months experience supporting Cisco VoIP in a large enterprise environment or equivalent desired.

• 36 months of experience supporting Cisco UC environment via Voss Automate or equivalent 3rd party provisioning platform desired.

• 36 months of experience working with external E911 providers ie Redsky or equivalent desired.

• 36 months of experience of SIP packet analysis and call trace diagnostics desired.

C. Major Responsibilities/Results/Outputs:

Unified Communications Environment Support:

• Provide level 2 technical support for ITS UC environment components and related systems.

• Lead the troubleshooting of complex issues.

• Interact with other ITS business units and vendor support teams for incident troubleshooting and root cause analysis.

• Develop and provide root cause analysis for resolved incidents.

• After hours and on-call support required for a 24x7x365 UC environment.

Unified Communications Environment Technical and Project Management Leadership:

• Manage the objectives necessary to accomplish the assigned work.

• Develop business models, systems and technological architecture and tactical information systems plan.

• Review work effort of subordinate engineers to assure that business unit/end user needs have been analyzed and plan meets operational, financial, quality and time goals.

• Direct system analysis to ensure correct interfaces and relationships with other systems, functions, and organizations within the ITS UC environment.

• Carry out all other tasks necessary in support of management of the ITS UC environment and performance of duties related to the operation of the ITS UC environment, including but not limited to design, configuration, change management and problem resolution as determined by ITS.

• Analyze requests for engineering work (including project funding estimates).

• Identify skill and knowledge requirements for each feature project and develop resource plans to accomplish objectives.

• Assist in drafting inter-organizational agreements as necessary.

• Manage the development, documentation and support of software tools which provide mechanized method support, including corporate systems inventory.

• Oversee the research and development of methods and tools required to support the customer’s information systems planning which will promote synchronized business plans.

Unified Communications Environment Maintenance Planning:

• Develop and maintain maps, drawings, and/or diagrams of ITS UC environment configuration to anticipate, analyze and resolve potential problems in the areas of reliability and service provisioning.

• Participate in local, inter-organizational teams to improve maintenance processes and to reduce customer affecting ITS UC environment incidents.

• Consult with appropriate engineering and operations groups and provide status updates to ensure standardization of maintenance processes.

• Assist in the development of requirements for new or the enhancement of existing operating support systems to obtain appropriate metrics.

Unified Communications Environment Management:

• Coordinate and implement software code upgrades in all ITS UC environment equipment during appropriate maintenance window.

• Coordinate and implement the installation of new equipment and products in the ITS UC environment.

• Coordinate and implement the removal of network equipment being displaced or replaced.

Unified Communications Environment Planning:

• Participate in local, inter-organizational teams to improve ITS UC environment processes and to reduce customer affecting ITS UC environment incidents.

• Consult with appropriate engineering and operations groups and provide status updates to ensure standardization of maintenance processes.

• Assist design software groups in the development of requirements for new or the enhancement of existing operating support systems to obtain appropriate metrics.

Unified Communications Environment Standards & Documentation:

• Develop and author standards of ITS UC environment services that define all aspects of the product.

• Document the standard hardware and software configurations of each product and service.

• Develop and author standard operating procedures of all ITS UC environment products & services for lower-level staff.

D. Certification

• Valid CCNP Voice, CCNP Collaboration, or CCNP Routing & Switching Certification desired.

2.4.11 Unified Communications Specialist Level 3

A. Work Content Summary:

Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple systems in support of the ITS Unified Communications (UC) environment. Provides direction and guidance to technical personnel and performs as the group leader function. Leads the systems engineering process and works closely with suppliers and network staff.

Personnel will be responsible for being on call, which will occur on a rotating basis, in the event of an emergency. Personnel will be required to work nights and weekends in support of the 24x7x365 ITS UC environment.

B. Education and Work Experience:

Required Work Experience

• The Unified Communications Specialist Level 3 must have a BS in Engineering, Computer Science, Telecommunications or Operations Research AND 5 years of experience, OR a minimum of 10 years relevant work experience in Unified Communications Design and Engineering is required.

• The Unified Communications Specialist Level 3 must have 60 months of experience designing, implementing, administering, and supporting a multi-cluster Cisco IP telephony environment, including Cisco Call Manager (publisher, subscriber, session manager), Unity, and Emergency Responder VoIP systems are required.

• The Unified Communications Specialist Level 3 must have 60 months of providing support and troubleshooting for Enterprise Voice over IP environment with 50,000+ IP phones is required.

• The Unified Communications Specialist Level 3 must have 60 months of experience of SIP packet analysis and call trace diagnostics required.

Desired Work Experience

• 60 months of experience troubleshooting unified communication application desired.

• 36 months of experience administering and supporting Cisco IOS and IOS XE devices including but not limited to CUBE and Cisco Voice Gateways (VG’s).

• 36 months experience with administering and supporting Cisco Webex or Jabber based softphones or equivalent desired.

• 36 months experience with AXL, SQL, JSON application programming and interaction with Cisco Call

Manager and Unity desired.

• 36 months experience with Cisco VoIP in a large enterprise environment or equivalent desired.

• 36 months of experience supporting Cisco UC environment via Voss Automate or equivalent 3rd party provisioning platform desired.

• 36 months of experience working with external E911 providers ie Redsky or equivalent desired.

C. Major Responsibilities/Results/Outputs:

Unified Communications Environment Support:

• Provide level 3 technical support for ITS UC environment components and related systems.

• Lead the troubleshooting of complex issues.

• Interact with other ITS business units and vendor support teams for incident troubleshooting and root cause analysis.

• Develop and provide root cause analysis for resolved incidents.

• After hours and on-call support required for a 24x7x365 UC environment.

Unified Communications Environment Technical and Project Management Leadership:

• Manage the objectives necessary to accomplish the assigned work.

• Develop business models, systems and technological architecture and tactical information systems plan.

• Review work effort of subordinate engineers to assure that business unit/end user needs have been analyzed and plan meets operational, financial, quality and time goals.

• Direct system analysis to ensure correct interfaces and relationships to other systems, functions, and organizations within the ITS UC environment.

• Carry out all other tasks necessary in support of management of the ITS UC environment and performance of duties related to the operation of the ITS UC environment, including but not limited to design, configuration, change management and problem resolution as determined by ITS.

• Analyze requests for engineering work (including project funding estimates).

• Identify skill and knowledge requirements for each feature project and develop resource plans to accomplish objectives.

• Assist in drafting inter-organizational agreements as necessary.

• Manage…