PC Support Technician - Global Commerce and Services

Help Desk and Hardware/Software Support.

Provide end-user support for a user community of approximately 2,200 personal computers for NHP and their remote NBHC’s locations. Some of the software used at these sites include but not limited to: Microsoft Office suite, Microsoft Operating Systems, other Commercial Off-the-Shelf software packages and Government Off-the-Shelf software. In addition, there are numerous Programs of Records that are also supported by Legacy Applications.

Provide customer support in setting up microcomputers; installing software packages; building and maintaining microcomputers images to Standard Technical Information Guides (STIG) and Gold Disk compliance in accordance with DoD Directive 8500 series; an example of some of the required images are a clinic image, administrative image, kiosk image and program of record specific image;  user orientation on use of hardware/software/network products, and write standard operating procedures and other documentation as required. Review IT device audit scans and apply required patches, updates and STIG settings. Identify problems and provide resolution of hardware/software/network malfunctions, maintain database of known and identified problems and fixes; provide hardware maintenance such as circuit board replacement, cable replacement, communications support, hardware replacement, and full system installation. The workload volume is determined by the number of incidents per month. An incident may be qualified as an end-user call for support, the installation of a software package, an end-user orientation on the hardware/software installed, communications support, installation of equipment, develop functional requirements, and other Personal Computer (PC) related support functions. Monitor and respond to a variety of complex hardware, software and network problems utilizing a variety of hardware and software testing tools and techniques. Hard drive destruction and tracking in accordance with DoD Mandates. Provide local area network server and operating system support.  Provide life cycle management.

Receive, log, and investigate Customer Service Call (CSC) calls. Call back on all CSC reports to assure responses were handled appropriately. At the NHP and its NBHC’s, CSCs shall be received person-to- person, telephonically, via a web-based Help Desk database and Email. The Management Information Department (MID) will provide the Contractor with CSCs the Contractor shall act upon. Resolve CSC calls based on established guidelines and written procedures for unresolved problems.

Make recommendations concerning hardware and software acquisitions that can improve the system or that are needed

Employment Requirements:

• Shall comply with all applicable DoD security regulations and procedures during the performance of this contract. Contractor shall be required to provide employees with a favorable NACLC- National Agency Check w/Local Agency and Credit Checks for personnel requiring access to Government computers, network, and information systems prior to start of service.

• Contractor employees shall have the knowledge, skills, and certifications necessary to perform the required services in the contract. The Contractor shall furnish proof of employee's qualifications via resumes and written certification, which is subject to review and concurrence by the Government. Contractor employees not meeting minimum qualifications shall not be considered unless a waiver is granted by the COR and KO. A contract employee must be a United States citizen.

  Certifications.

  Contractor personnel supporting all Information Assurance (IA) functions specified in Chapters 3, 4, 10, and 11 of DoD 8570.01-M shall be appropriately certified prior to commencing work performing these functions. The Contractor shall ensure that Contractor personnel are appropriately certified and provide verification to the Defense Manpower Data Center (DMDC) database: https://www.dmdc.osd.mil/dmdcomn/owa/dmdc.main, local contracting office, and IA staff. Non-certified employees shall be removed immediately from the site by the Contractor. Additional training and local or system procedures may be provided by the DoD organization receiving services.

  Contractor personnel working in PC Support and LAN Support shall maintain an IA Level II certification in accordance with DoD 8570.01-M. In addition to the baseline IA certification requirement, technicians with privileged access shall obtain a minimum of 40 hours of appropriate Continuing Learning (CL) training annually for the operating system(s) and/or security related tools/devices they support as required by SECNAV M-5239.2. Contract personnel performing LAN support shall possess the computing environment training Microsoft Certified IT Professional (MCIT): Server Administrator.  Contractor personnel performing switch and router support shall  possess the Cisco CCNA certification. LAN Support personnel shall have a working knowledge of Microsoft System Center Configuration Manager.  Contractor personnel working in PC Support shall have either a four (4) year college degree in computer information science, information technology or networking, with 2 years’ experience or a high school diploma and five (5) years minimum professional experience maintaining computer, hardware, software, terminals, peripherals and printers. LAN Support shall have either a four (4) year college degree in computer information science, information technology or networking, with 2 years’ experience, or a high school diploma and five (5) years minimum professional experience.  The Contractor shall complete all necessary steps to assist each Contractor Employee performing services at the MTF in obtaining documentation required to obtain access to the MTF.

  Contractor Personnel shall report to the COR on the first day of contract performance. The COR shall provide direction for a proper check-in, and any additional documentation or instructions that may be necessary for contract performance. The Contractor Personnel shall return the completed check-in sheet to the COR within three (3) business days.