JPRA IT Support Services PWS 2024 - 2029.pdf

PERFORMANCE WORK STATEMENT (PWS)

for

JOINT PERSONNEL RECOVERY AGENCY (JPRA)

INFORMATION TECHNOLOGY SUPPORT SERVICES

09 July 2024

Table of Contents

SECTION I

1.0 BACKGROUND

1.1 Objective

1.2 Scope

1.3 Locations

SECTION II

2.0 INFORMATION TECHNOLOGY REQUIREMENTS

2.1 Program Management

2.2 Surge Requirements

2.3 Information Technology Foundations

2.4 Information Technology Operations and Maintenance

2.5 Information Technology Services

2.6 Information Technology Security

2.7 Plans, Projects, and Engineering

SECTION III

3.0 SERVICE SUMMARY

3.1 Surveillance Rights

3.2 Service Summary Table

SECTION IV

4.0 DELIVERABLES

4.1 Deliverables Table

SECTION V

5.0 GOVERNMENT FURNISHED PROPERTY AND FACILITIES

5.1 General Information

5.2 Contractor Purchases of Material

5.3 Government Furnished Property

5.4 Government Furnished Facilities

SECTION VI

6.0 SECURITY

6.1 Facility Security Clearance

6.2 Personnel Security Clearances

6.3 Facility and Contractor Access

6.4 Communications Security (COMSEC)

6.5 Classified Destruction

6.6 ITAM Equipme5nt Sanitization

6.7 Computer Security and Privacy

6.8 Non-Disclosure of Sensitive and/or Proprietary Data

6.9 Additional Security Guidance

SECTION VII

7.0 CONTRACTOR TRANSITION

7.1 Transition In

7.2 Transition Out

SECTION VIII

8.0 CONTRACT ADMINISTRATION

8.1 Place of Performance

8.2 Hours of Operations

8.3 Scheduled Holidays

8.4 Transportation of Unclassified / Classified Hardware and Software

8.5 Travel

8.6 Non Personal Services

8.7 Strike Plan

8.8 Performance Reporting

8.9 Records, Files, and Documents

8.10 Protection of System Data

8.11 Organizational Conflict of Interest

8.12 Privacy

8.13 Section 508

8.14 Government Site Rules

8.15 Contractor Personnel

SECTION IX

9.0 CONTRACTOR MANPOWER REPORTING

SECTION X

10.0 ASSOCIATE CONTRACTOR AGREEMENTS

SECTION XI

11.0 APPENDICES

Appendix A: Non-Disclosure Agreement Appendix B: Acronyms Appendix C: References and Directives

SECTION 1

1.0 BACKGROUND

The Joint Personnel Recovery Agency (JPRA) is a Joint Staff, Chairman’s Controlled Activity (CCA). JPRA is designated as the Department of Defense (DoD) office of primary responsibility for DoD-wide personnel recovery matters, less policy. JPRA is headquartered in Fort Belvoir, Virginia and maintains locations in Fredericksburg, Virginia; Fort Liberty, North Carolina; Fairchild Air Force Base (AFB) Spokane, Washington; and Naval Air Station North Island (NASNI) San Diego, California.

1.1 Objective

The objective of this performance work statement is to obtain a full range of technical and professional information technology (IT) support personnel to maintain the JPRA enterprise network in support of its mission.

1.2 Scope

This is a firm fixed price contract with a 12-month base and four (4) one (1) year option periods.

Customer base, at various locations, includes the Director’s section, classroom support, and other JPRA personnel and support contractors. The Government reserves the right to extend the term of this contract in accordance with the terms and conditions contained in clause 52.217-9 titled, “Option to Extend the Term of the Contact.”

1.3 Locations

The local area networks (LANs) at each of the locations consist of blade technology, virtual and physical servers, storage area networks, Microsoft (MS) and Linux operating systems, metallic and fiber optic premise cabling, Fast Ethernet networking, and internet protocol (IP) based switches and routers.

1.3.1 Headquarters

JPRA Headquarters (HQ) occupies several buildings on Fort Belvoir, VA including buildings 329, 334, and 358. Combined, these buildings currently house 120 personnel, 80 servers, and 270 desktop computers.

Building 358 contains three (3) LANs: Non-secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), and Joint Worldwide Intelligence Communications System (JWICS). This building hosts four (4) video telecommunications (VTC) presentation rooms as well as multiple desktop VTC systems.

Buildings 329 and 334 contain two (2) networks: NIPRNet and SIPRNet. Building 334 hosts an internal (closed) lab network, one (1) small VTC presentation room, and several desktop VTC systems.

***NIPRNet connectivity and service is provided by the Regional Network Enterprise Center (RNEC) Fort Belvoir (FB).

With this data transport capability, RNEC-FB provides the on-ramp to the DoD Information Network (DoDIN) as well as limited Cyber Security Service Provider (CSSP) functions at the physical and logical levels. SIPRNet and JWICS connectivity is provided by Air Force (AF) with CSSP support.

JPRA also provides limited IT remote support (e.g. assist in accessing the JPRA SIPRNet portal, desktop VTC capability, etc.) to individual JPRA Agency Representatives located at the Pentagon, Joint Staff-South, JSOC, and at their geographic HQ (SOUTHCOM, NORTHCOM, CENTCOM, EUCOM, INDOPACOM, SOCOM, and AFRICOM).

1.3.2 Personnel Recovery Education and Training Center

Personnel Recovery Education and Training Center (PRETC) is located in Fredericksburg, VA.

The NIPRNet, SIPRNet, and JWICS LANs are provided via 1GB circuits extended from several DoD locations. The PRETC houses approximately 51 personnel, 12 servers and 110 workstations/laptops, four (4) classrooms (with full audio/visual electronics), multiple portable and desktop VTC units, one VTC presentation room, and 11 multi-purpose training rooms.

There are an additional 110 desktops/laptops/tablets setup for student courses with access to one of two Internal Academic LANs, one unclassified and the other classified.

1.3.3 JPRA-West

JPRA West consists primarily of the Personnel Recovery Academy (PRA) and additional representation from other JPRA divisions.

JPRA-West occupies building 1255 on Fairchild AFB and multiple building on the White Bluff site, a 100-acre complex located approximately ten (1) miles northeast of Fairchild, AFB. The buildings and their primary purpose includes:

a) Building 1255 – offices, four (4) classrooms, a Practical Application Exercise (PAE) room, training space, a closed circuit television (CCTV) system, and one (1) VTC presentation/conference room

b) Building 8 – storage

c) Building 9 – wood shop

d) Building 10 –storage

e) Building 11 – office and storage

f) Building 12 – offices, six (6) classrooms, CCTV system, one (1) large and one (1) small

VTC presentation rooms, two (2) desktop VTC systems, and a large auditorium with VTC presentation capability

g) Building 15 – offices, one (1) JWICS VTC presentation room and one (1) JWICS desktop VTC system

h) Building 19 - storage

i) Building 20 – training space with classroom, large 150-camera CCTV system, and network video recorder (NVR)

j) Building 24 – offices, five (5) classrooms, CCTV system with 12 cameras, 80 cameras with NVR, and a large PAE area

k) Building 27 – gym

l) Building 35 – offices, one (1) large classroom with VTC, one (1) large VTC presentation room, and one (1) small VTC presentation room.

m) Building 100 – training space with classroom, office, and CCTV

n) Building 101 – training space with classroom and CCTV

o) Building 102 – site visitor center with one office

Combined, JPRA West currently houses 192 personnel, 84 servers, 460 desktop computers, 95 laptops, 80 tablets, and 10 multimedia Mobile Training Team (MTT) kits. The facilities access NIPRNet, SIPRNet, and JWICS networks. NIPRNet and SIPRNet access is provided by Fairchild AFB and JWICS access is provided by AF JWICS.

1.3.5 Personnel Recovery Academy-East

Personnel Recovery Academy-East (PRA-E) is located at Fort Liberty, NC. Personnel and IT services at the PRA-E is spread between two (2) buildings (716 and 721) and has approximately 13 personnel, 32 desktop computers, four (4) laptops, one (1) desktop VTC system, one (1) classroom, and three (3) small PAE rooms. Access to the NIPRNet and SIPRNet is provided and fully supported by the RNEC Fort Liberty.

1.3.6 Personnel Recovery Academy-Southwest

Personnel Recovery Academy-Southwest (PRA-SW) is located at NASNI San Diego, CA in the top floor of building 678. PRA-SW has approximately seven (7) personnel, six (6) Alternate Compensatory Control Measures (ACCM) laptops, one (1) classroom, and three (3) small PAE rooms. Access to the NIPRNet and SIPRNet is provided and fully supported by the Navy Marine Corps Intranet (NMCI) San Diego Network Operations Center (NOC).

SECTION II

2.0 INFORMATION TECHNOLOGY REQUIREMENTS

2.1 Program Management

The Contractor shall:

a) Provide program management support to ensure the Government’s requirements are met within schedule, fulfill customer requirements, and ensure customer satisfaction.

Program Management and other key personnel shall be in place no later than the first day of the contract period.

b) Accomplish all necessary transition-in and transition-out planning and implementation activities effectively and seamlessly while in continual coordination with the Government.

c) Provide on-site Program Management support at the JPRA HQ location to coordinate, integrate, plan, and oversee functions, contractor administration and management, cost management, and reporting to the Government on all activities supported by this PWS.

The Contractor Program Manager (PM) shall meet with the Contracting Officer Representative (COR) or designated representatives, and other personnel as appropriate, to address contract issues and program execution.

d) Provide an on-site Technical Lead at HQ and JPRA-West to coordinate, plan, and oversee local contractor tasks and report activities back to the Program Manager.

e) Identify risks, resolve problems, and document corrective actions.

f) Develop and maintain processes to ensure problems and action items discussed with the

Government are tracked through resolution and provide timely status reporting.

g) Research, document, and recommend a cost reduction plan to support system modernization, upgrades, and replacement activities.

h) Perform necessary activities and complete Government-provided checklists to ensure operational readiness and compliance in preparation for inspections.

i) Ensure staff is available to escort outside technical personnel who are performing maintenance, installation, and updates of hardware or software at each of the sites.

2.2 Surge Requirements

Surge requirements include greater than expected requirements/workload for existing services within the scope of the awarded PWS. Surge requirements can be short or long term in nature and shall not replace baseline work activities. An example of a surge requirement is additional help desk or system administration support personnel requirement to handle temporary increased workloads due to new projects, special events etc. Surge requirements shall be accomplished as required under the tasks identified in the PWS.

The Contractor shall provide qualified Contractor “surge” capacity to meet heavy workload demands for the capabilities described within this PWS. The Contractor surge support shall enable the government to achieve its task order objective over the period of performance. To the extent possible, the Contractor surge support shall have current knowledge and previous experience working the capabilities being surged.

The Government reserves the right to prioritize projects, through extending dates of an existing project, to avoid additional surge cost. In the event the Government requires an approved surge activity, the following describes the Surge Requirements Approval Process:

a) The COR will request a rough order of magnitude (ROM) from the Contractor for initiating accelerated completion of specific within scope services. The ROM shall be provided to the COR within five (5) business days.

b) Upon submission and review of the ROM, the Contracting Officer (CO) may request a proposal from the contractor. This proposal shall be provided to the CO within five (5) business days.

c) After receipt of proposal, all internal and external reviews shall be conducted expeditiously, and may result in a bilateral contract modification

2.3 Information Technology Foundations

The Contractor shall support, protect, and modernize the underlying framework of JPRA’s IT Enterprise. The structure will be maintained on a high-availability infrastructure. The IT structure is shaped with flexibility, enabling enhancements such as virtualization and optimization to be incorporated in phases outside of normal operating hours or with pre-approved interruption of services. Improvement efforts to existing composition will be formulated with detailed technical solutions.

2.3.1 Network Infrastructure

a) Ensure the protection of electronic data transport and configure appropriate physical and logical network definitions that include perimeter networking, including the Demilitarized Zone (DMZ) and logical network segment (Virtual LAN (VLAN) configurations.

b) Study vendor products to recommend those that best meet JPRA needs and budget.

c) Install all network hardware and software; evaluate, develop and maintain telecommunications systems.

d) Manage and optimize network performance and maintain network security.

e) Maintain all unclassified and classified components that support transport services, including: circuits, switches, routers, firewalls; Intrusion Detection Systems, Intrusion Protection Systems, and similar security systems; cryptographic equipment; network cabling; and local and wide area network communications hardware.

f) Troubleshoot network problems. Establish and implement applicable network policies, procedures and standards to ensure their conformance with JPRA’s objectives.

g) Design, install, machine label, and test limited outside plant and all inside plant metallic and fiber optic cable in existing facilities in accordance with (IAW) industry standards and applicable Government requirements (includes existing cable and new cable installation not associate with new construction). Applies only to JPRA-West.

2.3.2 Telecommunications

Supported telecommunication systems include long-haul circuits, telephone systems, and other avenues providing communication to the JPRA customers.

a) Administer all secure and non-secure communications modes, including IP-based hardware and service, ensuring the availability and operation of voice, data, and video capabilities.

b) Perform administrative functions including collecting data, tracking actions, and disseminating operational status as the single point of contact.

c) Work closely with installation communications personnel and service providers to coordinate the provisioning of site capabilities.

d) Ensure installation, operation, and maintenance of communications equipment are conducted in accordance with approved Government policies.

e) Review and implement local service request that are generated as a result of approved requirements or customer reported outages through the Help Desk.

f) Assist Government personnel to identify necessary maintenance contracts or other options to address technical problems beyond capability of the contractor.

g) Conduct inventory control, equipment issue, work orders, troubleshooting, and maintenance for JPRA landlines, mobile services, and facsimile machines.

2.3.2.1 Coordination

a) Establish and maintain active accounts on the Defense Information Systems Agency (DISA) StoreFront and RNEC-FB websites to initiate, coordinate, and account for long-hauland other communications requirements.

b) Provide all functions necessary to operate and maintain Defense Information Systems Network (DISN) hardware and software, including installation, connectivity changes, and ensuring user access.

c) Maintain a consolidated work order maintenance log and accurately update applicable records (data lists, configuration diagrams and correspondence) to reflect changes on cables, telephone circuits, and associated data elements.

d) Coordinate service requests and account management activities with telephone service providers.

2.3.2.2 Administration

a) Monitor and troubleshoot service demarcation points, equipment status, system alerts, and user service requests.

b) Review and recommend unused devices and circuits for termination.

c) Configure, operate, upgrade, and ensure maintenance of all installed Private Branch

Exchange (PBX), voicemail systems, and secure / non-secure voice equipment.

d) Perform routine system configuration changes such as adds/moves/change station numbers, assign class of restriction/class of service privileges, install both digital and analog telephone sets, change auto attendant menus, add and delete voice mail boxes, and reset alarms.

e) Perform cross connects, cable installation, and similar wiring tasks related to installing and moving equipment.

2.3.2.3 Maintenance

a) Provide Tier 1 maintenance on all installed PBX hardware and software.

b) Conduct Tier II isolation of problems to particular components, make on-the-spot substitutions of failed items with in-stock spares, and arrange further fault isolation and repair or replacement of failed equipment with outside vendors.

c) Assist the Government in maintaining a list of technical support contracts with specialized system vendors as needed (e.g., Avaya), and work with outside technical support vendors to resolve system problems, plan for future expansion, etc.

d) Document the system configuration and cabling layout, including incoming trunk lines.

2.3.3 Video Telecommunications

a) Provide support for classified and unclassified VTC conference rooms as well as self-contained point-to-point VTC appliances.

b) Continuously monitor all component equipment and takes appropriate corrective action for restoral to operational readiness.

c) Provide high expertise on a wide range of digital audio-video distribution and display techniques including control signaling.

d) Provide technical support for Global Video Services (GVS) and other similar approved automated collaboration tools.

e) Address and mitigate issues that impair VTC sessions.

f) Coordinate the design, acquisition support, configuration, installation, testing, and sustainment of all VTC capabilities.

2.3.3.1 Maintenance

a) Maintain inventory and control of VTC system equipment IAW all applicable Government regulations.

b) Perform scheduled and unscheduled maintenance of VTC equipment including, first-look and troubleshooting of local environments.

c) Isolate problems with VTC systems and make equipment substitutions to provide immediate resolution of system or component failures, not limited to, projectors, displays, IP-based Coder-Decoders (CODECs), cameras, microphones, integrated control systems, recording (audio/video) devices, and cabling diagrams.

d) Recommend spare components for purchase, including user-replaceable parts, and consumable supplies, to enable rapid substitution of failed or depleted items.

e) Coordinate vendor repair or replacement of failed equipment as well as specialized system technical support as necessary to sustain capabilities.

2.3.3.2 Facilitation

a) Be responsible for setup, establish sessions, facilitate, monitor, and adjust a variety of meeting configurations including Voice-Activation Switching (VAS), Decentralized (ad hoc), Multipoint, and Continuous Presence (layout) Multipoint.

b) Work directly with customers, as well as internal and external participants, to assist in conference setup and equipment use in a professional manner.

c) Test and setup video-conferences and/or meetings as required.

d) Provide technical and operational guidance and direction to the customers in establishing and operating video teleconferencing systems and provide user and operator level training.

e) Schedule and update the DISN with VTC reservations and reconcile meeting rooms’ availability.

f) Respond to service tickets in a timely manner and provide scheduling support by accepting reservations for VTC and meeting rooms.

g) Develop and maintain documentation and perform accurate record keeping for reports on each conference/meeting conducted as well as perform daily testing and preventive maintenance on VTC systems and associated devices.

2.3.4 Audio Visual

a) Provide design, planning, acquisition support, configuration, programming, installation and on-site maintenance of all audio visual (AV) components.

b) Maintain and administer AV equipment including, but not limited to, projectors, displays, cameras, digital white boards, computer-based control systems, audio bridge configurations, and associated test equipment.

c) Incorporate displays, digital players/recorders, CCTV system components and cabling, audio amplifiers/speakers/microphones/mixers, NVR, streaming servers, and platform digital displays, to supplement capabilities.

d) Possess knowledge of analog and digital AV distribution and display systems and equipment, and knowledge of state-of-the-art AV control systems and equipment.

e) Maintain inventory and control of AV system equipment IAW applicable AF and DoD regulations.

f) Perform routine preventive maintenance on AV systems and equipment (replace bulbs, clean filters and lenses, make minor adjustments, etc.).

g) Isolate problems with AV systems and make equipment substitutions to provide immediate resolution of system failures.

h) Coordinate with Government to obtain professional repair or replacement of failed equipment and obtain technical support of specialized systems as needed.

i) Recommend for purchase stock of spare equipment and user-replaceable parts, consumable supplies, and recording media to enable rapid substitution of failed components or depleted consumables.

j) Provide technical support for all JPRA AV capabilities by maintaining manuals, configurations, and cabling diagrams.

2.3.5 Server

a) Deploy, relocate, secure, sustain, and provide reliable access to all servers and tools on servers, and maintain uptime.

b) Address issues with and provide recommendations for procurement of new systems, configuration changes, software, and licensing.

1. Ensure licenses are maintained and, when appropriate, upgraded.

2. Evaluate purchases of licenses for systems or servers planned to be decommissioned and report finding to the software license manager and the COR.

c) Monitor and maintain the security of all servers and database systems.

d) Coordinate testing when integrating new production releases in support of changes, enhancement, and the integration of new systems.

e) Maintain, manage, and monitor storage capacity and growth requirements.

f) Perform all functions related to system administration, automation, and remote access.

g) Conduct planning, installation, integration, configuration, optimization, acceptance, operation, maintenance and upgrades, and troubleshooting of server hardware and operating environments.

h) Strengthen capabilities, performance, and content security/integrity through life cycle administration of functional and security updates, resource migrations, and system enhancements.

i) Manage all firmware configurations, installed software, and protocols to ensure currency, functionality, and security.

2.3.6 Storage

a) Maintain a multi-tier data storage capability that covers unstructured user files and raw data, database content and configuration data, live application data, event logs, backup data, and historical/archive data.

b) Establish configuration, aggregate and organize media, create storage pools, hierarchical partitions, and define logical unit number (LUN) to be assigned to host systems.

c) Install console administrative interfaces on technician desktop computers ensuring adequate permissions are assigned to facilitate program access at all control points (appliance, host, and client).

d) Administer storage resources and monitor storage utilization, making adjustments to configurations as resource demands change.

2.3.7 Avid

a) Architect, install, configure, and troubleshoot the Avid Media Production Asset Management System used by the Media Section.

b) Install, configure, and troubleshoot Avid Media Composer editing systems.

c) Install and configure Avid Pro Tools.

d) Architect, install, configure, and troubleshoot Avid NEXIS Enterprise storage.

e) Install, configure, and troubleshoot the Avid Interplay System.

f) Install, configure, and troubleshoot the Avid Media Central Platform.

g) Obtain and maintain AVID Certified Support Representative (ACSR) Elite certification.

2.4 Information Technology Operations and Maintenance

The Contractor shall provide enterprise-wide, comprehensive, end-to-end IT services for all networks, requiring activities, and required services under this contract, such as transitioning, operating, securing, system administration, maintaining, restoring, protecting, performing backups, refreshing, configuration / change management, cyber security, and properly disposing of all data. These services apply to hardware including desktops, laptops, tablets, mobile communications devices, workstations, peripherals, and servers; software (operating and application) for both classified and unclassified systems; data center services; network operations and monitoring; networking and transport solutions, including switched networks; distribution systems; IP services; metallic cable and fiber optics; security capability (e.g. meeting Government sensitive and classified standards); teleworking capabilities; and contingency operations and exercises. All scheduled outages of IT operations for maintenance, upgrades or any other required services shall be coordinated with the Government no later than five (5) days prior to execution of requested event.

2.4.1 Help Desk

The Help Desk function provides assistance and technical support to resolve user incidents, service requests, communications, computers, voice, outages, and incident resolution support.

All customer trouble calls and other requested assistance will be recorded in the Government approved service ticket system. The Help Desk shall assign priorities based on the criticality of the incident or problem.

a) Operate the JPRA Enterprise Information Technology Service Management (EITSM) system and associated databases. Maintain, modify, configure, and upgrade, as required, the EITSM system to include all platform features and management suites to ensure alignment with local performance metrics, changes in work centers and workflows, changes in mission growth, or necessary configuration changes to ensure system available for service request/restoral activities within the enterprise.

b) Be the single point of entry for all JPRA incident calls, service requests, change requests, and provide problem resolution status to customers.

c) Provide support, which includes incident management activities such as basic fixes and/or repair issues, general troubleshooting, and non-invasive corrective actions.

d) Assign tickets to other technicians as necessary.

e) Document actions taken and solutions to problems and/or request in the trouble ticket system.

f) Provide the ability for Contractor and Government personnel to run ad hoc queries against the central repository for incident ticket tracking/status.

2.4.1.1 Desktop Support Services

a) Resolve customers’ technical issues and install, configure, and operate client/server devices. Provide assistance for approved applications. Update client workstation software patches, security fixes, and services, when necessary.

b) Coordinate and seek assistance for vendor-based applications and services when issues cannot be resolved internally. Track issues until resolved.

c) Create, modify, and document the baseline software structure, using standard desktop configuration settings to standardize client processing environment and accommodate special processing needs.

d) Conduct follow-up activities to ensure desktop services operate in the most effective and efficient manner.

2.4.1.2 Peripheral Devices

All peripheral devices (e.g. single-function printers, multi-function printers) on the JPRA networks must comply with current DISA Security Technical Implementation Guidance (STIG) for Multifunction Device and Network Printers and Government regulations and policies. As this guidance is revised, all peripherals must be updated to remain in compliance.

a) Ensure peripheral devices and components meet all DoD security certification, authorization, and accreditation standards.

b) Ensure product specifications, security, and data access architecture have been approved by the Information Systems Security Manager (ISSM) and supporting artifacts added to the appropriate enterprise system certification package.

c) Work with the local IT security office to ensure only approved certified devices are connected to the network.

d) Follow all applicable directives and local policies before connecting a new peripheral device to the network.

e) Troubleshoot and repair network-related issues for all peripherals connected to the network.

2.4.1.3 Customer Care

a) Assist customers with operating VTC equipment, provide technical support when needed.

b) Set up and take down AV systems to meet short-notice and long-term requirements for

AV configurations for classroom multi-media presentations and special projects. At PRETC, setup and take down IT desktop computing equipment supporting the requirements of instructor-led classroom training.

c) Plan and coordinate the installation and maintenance of Government-owned telephone systems and services for current and future telephone customers IAW JPRA instructions and service regulations.

d) Prepare training aids as necessary pertaining to the proper use and control of equipment, and instruct users on device configurations, procedures, and capabilities.

2.4.2 Coordination

a) Interface with Joint Staff (JS), Joint Forces HQ DoDIN, RNEC-FB, 92nd

Communications Squadron (Fairchild AFB), Cyberspace Systems Integrators (CSI), RNEC Fort Liberty, NASNI N6, Air Combat Command (ACC), Air Mobility Command (AMC), DISA, AF Network Integration Center (AFNIC), National Security Agency (NSA), AF, DoD Computer Emergency Response Team (CERT), AFCERT, Army CERT (ACERT), DoD, US Cyber Command (USCYBERCOM), and other contractors, Government and commercial organizations as necessary to ensure compliance with external requirements and obtain assistance with problem resolution.

b) Use appropriate service-provider processes and ticket requesting procedures to invoke engagement and formalize the joint resolution effort.

2.4.3 Situational Awareness

a) Continuously monitor all aspects of IT availability to map out how information, events, and activities impact the Enterprise.

b) Act as the focal point for network monitoring, problem resolution, and reporting.

Perform early and proactive detection of IT system faults and potential outages and incidents that would degrade service. Coordinate identified events with both internal and external service providers to establish immediate notification and continuation of incident management activities.

c) Immediately notify the Government if any service impairment occurs that could negatively impact user computing or communications and provide the status of resolution efforts.

d) Prepare Network Operations (NetOps) notification and alert messages to disseminate timely, relevant, and accurate status information to Enterprise-supported users, following pre-defined guidelines for accuracy, brevity, and clarity.

2.4.4 Problem Management

a) Identify and correct service impairment issues. Categorize, prioritize, and record the root cause of the problem in a manner that will allow for quick and effective resolution.

Undertake the most appropriate and economical solution to resolve the problem. Provide a temporary workaround until a long-term resolution is attained.

b) Repair, replace, and/or restore the functions of supported equipment. Contact vendors for maintenance and warranty support for hardware and software under contractual support.

c) Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures.

d) Provide daily synopsis reports of efforts taken to resolve known issues.

e) Prepare and submit after action reports (AARs) summarizing steps taken to resolve unplanned service impairments.

2.4.5 Backup and Recovery Capability

a) Manage backup and recovery for all JPRA servers.

b) Follow applicable laws, regulations, and industry best practices for backup and recovery.

c) Be able to restore the latest backup of user data up to the previous 30 days in the event of a server or system failure, data corruption, or data loss.

d) Ensure data backups are not collocated with production systems. Prepare and transport backup media to designated off-site locations in accordance with local policy.

e) Establish standard operating procedures and restoral priorities.

f) Plan, maintain, test, and exercise system restoral procedures semi-annually.

g) Document results of semi-annual exercise and present findings to the local Cyber

Security office.

2.4.6 Life Cycle

a) Develop, for customer review and approval, plans, policies and procedures for all phases of Life Cycle Management – planning, research, budgeting, acquisition, testing, deployment and distribution, warranty, licensing, inventory, labeling, accountability, maintenance, turn-in, and disposal.

b) Execute the Life Cycle Management plan with regular, periodic reporting of deployment rates.

c) Follow industry best practices for procuring all IT assets, ensuring its practice is in compliance with Government mandates and regulations.

d) Ensure DoD standards are met by developing security policies emphasizing security and cyber security practices with acquisition and life cycle maintenance.

2.4.7 Inventory Management

a) Perform duties as an appointed Property Custodian (PC).

1. Account for all assigned IT hardware assets.

2. Ensure all accountable assets have inventory labels.

3. Notify the Equipment Control Officer (ECO) or Primary PC of all shipments, transfers, and turn-ins.

4. Provide the ECO or Primary PC documentation for additions, transfers, moves, and updates.

5. Document and facilitate equipment turn-in in accordance with Defense

Reutilization and Marketing Office (DRMO) procedures.

6. Initiate Report of Survey (ROS) processNotify the ECO, Primary PC, or Unit

Accountable Property Officer (UAPO) of lost, stolen, or and/or broken equipment.

b) Strictly account for all IT equipment, maintain an accurate tracking system, and perform inventories on an annual basis and/or whenever requested IAW AF instruction.

2.4.8 Virtualization

a) Administer a Service Delivery Infrastructure (SDI) that adopts technology based upon the virtual environment architectures of Virtual Machines (VM) and Virtual Desktop Infrastructure (VDI).

b) Control the conversion of traditional servers, clients, storage, and applications to maximize the efficiency and re-provisioning of network resources.

c) Configure, provision, assign, and control resources to establish computing environments based on dynamic sessions. Resource assignment shall be adjusted to accommodate average and peak demands, based on Input/output Operation per Second (IOPS) loads and a pre-defined Storage Allocation Scheme.

d) Effectively administer Internet Small Computer Systems Interface (iSCSI), Network File System (NFS), Fibre Channel (FC), and Storage Area Network (SAN) connectivity, LUN configuration, and virtual machine cloning (full and linked) for capability deployment.

e) Understand and configure independent/non-persistent client configurations to be used for VM testing.

2.4.9 Optimization

a) Monitor and tune systems to achieve optimal performance levels.

b) Ensure desktop computer/server integrity by evaluating, implementing, and managing appropriate software and hardware solutions.

c) Incorporate fail-over methods by setting up clustered configurations and preparing virtualized resource pools to swap services swiftly upon component failure or hardening requirement.

d) Remove or disable components that are unnecessary to prevent latency and draining of processing resources.

e) Adjust component configurations as necessary to achieve well-tuned operating parameters.

f) Implement and administer de-duplication processes to maximize the efficiency of resource utilization.

2.5 Information Technology Services

Contractor shall execute all activities related to enterprise-wide IT strategies. Ensure adequate capacity and work with customers to help conceptualize means to apply IT as a strategic asset.

Guide the process of defining and delivering information solutions to support the accomplishment of business goals. Synchronize network services, systems/services, Cyber security, and other functions (desktop) needed to ensure capability specifications, for development and administration, are included in the overall planning of products. Leverage value-added ideas and techniques and guide their incorporation into final products, including a comprehensive service catalog that enumerates supported capabilities.

2.5.1 Identification and Authentication

a) Maintain methods, procedures, and objects necessary to control and provision multiple levels of access to sensitive Enterprise resources.

b) Coordinate requests for network access (including new users) by verifying completion of criteria-based screening (clearance, official credentials, sponsorship). Upon verifying compliance, contractor shall establish user accounts within a 24 hour period.

c) Leverage cryptographic logon to the network by performing account administration using two-factor authentication for access to systems and networks, combining tokens and personal identification numbers (PINs) to complete the authentication process.

d) Support NSA policy by implementing and maintaining protection capabilities using Public Key Infrastructure (PKI).

e) Administer Directory Services, the primary repository of PKI public encryption certificates.

f) Acquire Local Registration Authority (LRA) status and perform prescribed duties for issuing SIPRNet tokens to include user identify verification, user enrollment, creation and issuance of the tokens, PIN creation and resets, token retrieval for departing personnel, and reporting statistics as required by the AF.

g) Coordinate with the JPRA’s Trusted Agent (TA) to obtain medium-assurance DoD PKI server certificates and re-register network distinguished names for servers as needed.

h) Configure SharePoint servers to trust only DoD PKI-approved Certificate Authorities for authentication using and conduct certificate revocation checking.

i) Ensure all PKI-enabled capabilities use National Institute of Standards and Technology (NIST) Federal Information Processing Standard (FIPS) 140-2, Security Requirements for Cryptographic Modules.

j) Ensure correct implementation and use of access tokens, middleware, and card readers to enforce appropriate authentication.

2.5.2 Web

a) Conduct planning, analysis, testing, acceptance, maintenance, update and documentation of web services.

b) Provide expertise in Microsoft Internet Information Services (IIS) Server; Active Directory Federated Services (ADFS); Hypertext Markup Language (HTML), MS Edge, and SharePoint.

c) Integrate web-based software into the distributed computing environment.

d) Perform system fine-tuning, load analysis, load balancing, optimize web performance, diagnose system failures and degradations, and isolate the failure or degradation as to the cause.

e) Ensure web server hardware and software are configured and running properly; reply to customer trouble tickets; monitor traffic through the site; and support business catalog and enterprise search services.

f) Ensure compliance with all applicable web service security standards.

2.5.3 Database

a) Research, analyze, define, develop, implement, support, maintain, and upgrade automated business solutions.

b) Apply control and auditing of resources to ensure accurate and appropriate use of content.

c) Evaluate and recommend available Database Management System (DBMS) products to support validated customer requirements.

d) Ensure compliance with applicable standards for database security and integrity, including security for web-based access.

e) Ensure content recoverability by implementing a structured schedule of database archive operations.

f) Provide expertise on DBMS analysis and definition; DBMS programming and application definition; DBMS internal configurations; current operating environment internals and data manipulation languages; and defining content structure, indexing methods, and security procedures for customer applications.

g) Consult with and advise users on access to various databases.

2.5.4 SharePoint Administration

a) Install, secure, maintain, and troubleshoot on-premises MS SharePoint (Portal Server and Services).

b) Provide administration of user and service accounts and maintain distribution groups, as required.

2.5.5 Electronic Mail

a) Install, maintain and troubleshoot client e-mail capabilities; install, configure, and maintain Smartcard reader hardware, software, and configuration.

b) Assist with client e-mail profiles, as needed, specifically PKI certificate installation and security settings.

c) Perform duties as the Entitlement Manager in support of Defense Enterprise Provisioning Online (DEPO) administrative tasks such as provisioning user mailboxes, non-person entities (NPEs), and distribution lists.

2.6 Information Technology Security

The Contractor shall facilitate the protection of all JPRA networks, systems, and applications through technical enforcement of security policies (including NIST, Chairman Joint Chiefs of Staff (CJCS), DoD, AF, Executive Orders (EOs), DISA, NSA, and related Governmental directives), and prevention, detection, management, and reporting of cyber events. Provide and maintain a complete defense-in-depth security architecture through configuration, operation, integration, and maintenance of existing and future security tools. Document proposed and finalized architectural designs to include required security devices and meet Emission Security (EMSEC) requirements.

2.6.1 Computer Network Defense

The Contractor shall:

a) Perform duties on tasks requiring expertise in the physical security analysis of facilities (i.e. EMSEC) and the security design of LANs and Wide Area Networks (WANs).

b) Determine the location and execute proper configuration for defense mechanisms such as routers, firewalls, intrusion detection devices, and cryptographic components in order to protect the enterprise.

c) Coordinate port and protocol change requests with upstream service providers.

d) Implement security-focused configurations, such as virtual private networks (VPNs), perimeter network segments (i.e. DMZ), encrypted paths, and approved software suites designed to monitor, detect, and defend the computer systems and networks.

e) Research and implement DoD approved security tools including vulnerability scanners, anti-virus applications, web filters, and monitoring capabilities to facilitate the blocking of network-borne threats.

f) Coordinate, schedule, log, and report enterprise actions to ensure 100% compliance and reporting in accordance with timelines provided by cyber security, AF, and DoD directives for all:

1. Warning Orders (WARNORD)

2. Task Orders (TASKORD)

3. Operational Orders (OPORD)

4. Fragmentary Orders (FRAGO)

5. Information Operations Conditions (INFOCON)

6. Other orders as required by the local Cyber Security office

g) Devise, coordinate, and track all Plan of Action and Milestones (POA&Ms) or extension requests with the local Cyber Security office, and AF and DoD components as required to support the Cyber Security office with addressing all vulnerability mitigation efforts. All POA&Ms shall be tracked and reported until complete.

h) Track, compile, assess, and report all vulnerabilities, unauthorized activities, and incidents that occur on any network or system to the local Cyber security office.

1. Coordinate with the Cyber security office on the results of vulnerability scans and assessments to mediate the risks and track the issues throughout the life cycle of the security vulnerability.

2. Evaluate and recommend courses of action relating to evidence from an intrusion/attack.

i) Ensure compliance with established incident reporting procedures and continuously assess/reassess JPRA’s security posture to minimize repeat incidents.

j) Continuously monitor the currency of configurations and signature updates of anti-virus capabilities and take appropriate quarantine or sanitization action when anomalies are present.

k) Maintain software/security patch distribution management system for all networks to ensure continuous compliance with DISA Information Assurance (IA) Vulnerability Management (IAVM) or provide a POA&M with projected actions and justification for non-compliance.

l) Configure, collect, and analyze event logs from host-based and network devices, as well as security guards, boundary protection devices, and applications.

m) Synthesize and use audit information to recognize cyber events and establish historical records for reporting.

2.6.2 Cyber Security

a) Prepare and maintain correct, thorough, and timely inputs to accreditation packages and critical documents that stipulate concepts, requirements, continuity, and contingency to include, Concept of Operations (CONOPS), Continuity of Operations Plan (COOP), Concept Plan (CONPLAN), Operational Requirements Documents (ORD), and Capstone Requirements Documents (CRD) in accordance with current network accreditation processes.

b) Provide analyses and decision support information for the Air Force Enterprise Approving Official to make system/network risk management determinations for an Authorization to Operate (ATO) / Authorization to Connect (ATC) for all networks.

c) Provide draft inputs to security policies and guidance, based on Government requirements and industry best practices, to ensure JPRA practices are in compliance with DoD level policy directives.

d) Ensure security policies emphasize the inclusion of security consideration in acquisition and life cycle maintenance. Develop and maintain matrices to track and analyze trends in IA readiness and compliance. Produce detailed documentation of risks and vulnerabilities, including necessary tasks, timelines, and resources (i.e. POA&M) needed to harden capabilities. Perform detailed analyses of IT hardware, software, firmware and operating systems to research information security vulnerabilities and identify necessary information security safeguards to protect IT assets. Analyze, determine and recommend methods, approaches, and step-by-step plans with technical justification required to resolve open security findings and/or other security vulnerabilities existing at JPRA.

Utilize DoD, Government and industry-standard security practices and policies to conduct detailed vulnerability assessments and implement recommended security safeguards to protect all JPRA IT assets. Perform account terminations upon ISSM or designated official direction or when individuals end employment or association with JPRA. Coordinate and implement Information Operations Conditions (INFOCON) measures as necessary. Assist, as requested, on collateral Cyber Security functions including Cyber Awareness, Computer Security (COMPUSEC), and Notice & Consent.

2.6.3 Communications Security

a) Become Communications Security (COMSEC) briefed, trained, and authorized access to cryptographic documentation and keying material furnished by the COMSEC Account Manager (KOAM).

b) Participate in the Cryptographic Access Program (CAP) through formal indoctrination.

Debriefing is required upon termination of employment with contract company.

c) Serve as a COMSEC Responsible Officer (CRO), Alternate CRO, and/or COMSEC User.

d) Follow all prescribed guidance in accordance with DoD instructions, NSA doctrine, Committee on National Security Systems Instruction (CNSSI), AF regulations, Special Security Instructions (SSI), JPRA instructions, and KOAM policies.

e) Receive, account for, inventory, integrate, update, maintain, load, and destroy cryptographic keying material, classified COMSEC Government equipment, and Controlled Cryptographic Items (CCI) pursuant to COMSEC compliance documents.

f) Operate, maintain, and troubleshoot cryptographic equipment, to include the management and control of the COMSEC material.

2.7 Plans, Projects, and Engineering

The Contractor shall supplement operational IT functions by performing necessary control activities that standardize, organize, and unify efforts. These control activities include architecture planning, strategic planning, system engineering, requirements processing, project management, configuration management, and technology modernization plans, to include requirements for maintaining efficient use of network devices.

2.7.1 Strategic Planning

a) Develop an annual Strategic Plan for Government approval to document the current IT infrastructure, architecture, and drawings, to include proposed long-term changes to the plan, recommendations based on emerging technology, industry trends, and government initiatives.

b) Investigate and analyze innovative and emerging technologies that are the most economical and efficient, to improve not only IT system performance and support, but also mission performance. Present findings and also recommend alternatives, aligned with Air Force and DoD proposed technologies, to the Government.

c) Develop and coordinate detailed implementation plans for new technologies including the testing and evaluation of all new hardware and software prior to integration onto the production networks.

d) Provide the Government with a Life Cycle Support Plan for all new technologies through configuration management.

e) Document the requirements process and familiarize the JPRA customers on the requirements processes, procedures, and toolsets.

f) Ensure all documents incorporate the decisions and policies established by the governing Configuration Control Board (CCB).

2.7.2 Requirements

a) Process, track, and manage requirements, beginning with submittal through customer acceptance of the service or product.

b) Ensure all requirements are recorded in a Government-approved application.

c) Evaluate requirements and make recommendations to customers from solutions listed in the service catalog.

d)…