STATEMENT OF WORK (Information Technology Specialist (Server/Computer & Network Support), 1. GENERAL: The US Fish and Wildlife Service, Regional Office, 911 NE 11th Ave, Portland, OR 97232, has a requirement for a computer/server and/or network support technician onsite. Vendor must be within reasonable commuting distance, have up to date training and possess industry standard qualifications to perform the duties of a computer/server and/or network technician. The contractor must provide to the Systems Administration & Messaging (SAM) Supervisor, Regional IT Security Manager (RITSM), ITM Division Chief or designee accurate and complete records pertaining to the set up, maintenance and repairs of each computer/server, network device or other IT related hardware, software and communication problems/issues. 2. SCOPE: The contractor will provide up to 8 hours of server/computer and/or network support per day, as needed. The primary purpose will be to assist in supporting existing and increasing Regional IT support requirements for computers/servers, software and data communications activities that falls under auspices of the SAM Branch, IT Security, ITM Division Chief or designee. Problems will be resolved by using on-site troubleshooting techniques and/or telephone support. 3. PLACE/DELIVERY AND PERIOD OF PERFORMANCE: 3.1 The US Fish and Wildlife Service, Regional Office, 911 NE 11th Ave, Portland, OR 97232.3.2 Base Year: October 4, 2010 thru September 30, 2011 or 3 Days after receipt of award which ever is sooner3.3 Option Period One: October 4, 2010 thru September 30, 20113.4 Option Period One: October 1, 2011 thru September 30, 2012 (this is in a table that didn't translate well) you can email me and I will send you this in another format if you are having troubles.
[email protected] 4. PERFORMANCE BASED EVALUATION AND ACCEPTANCE: Desired Outcomes Required Services Performance Standard Acceptable Quality Level Monitoring Method Incentives/Disincentives for Meeting the Performance Standards1) Customers calling the systems administration & messaging branch shall be able to receive assistance/advice with server accounts, network rights and access to systems and equipment from 7:00 a.m. to 5:30 p.m., M-F The systems administration & messaging branch and IT security branch shall be adequately staffed. 90% of calls are resolved within the same business day. 90% of calls are resolved within the same business day. Trouble tracking system will be reviewed, noting the date/time opened and then completed. If more than 90% of the calls are resolved within the same business day the standard option year will be looked at for renewal.2) Customers calling the systems administration & messaging branch shall be able to receive assistance/advice with managing server resources including performance, capacity, availability, serviceability, systems fixes, updates, enhancements and rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services The systems administration & messaging branch and IT security shall be adequately staffed. 90% of calls are resolved within the same business day. 90% of calls are resolved within the same business day. Trouble tracking system will be reviewed, noting the date/time opened and then completed. If more than 90% of the calls are resolved within the same business day the standard option year will be looked at for renewal.3) Customers calling the systems administration & messaging branch shall be able to receive assistance/advice with configuring and optimizing network servers, hubs, routers and switches. Analyzing network workload and monitoring of network capacity and performance. Diagnosing and resolving network problems. Developing network backup and recovery procedures. Installing, testing, maintaining and upgrading network operating systems software. Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services. The systems administration & messaging branch and IT security branch shall be adequately staffed. 90% of calls are resolved within the same business day. 90% of calls are resolved within the same business day. Trouble tracking system will be reviewed, noting the date/time opened and then completed. If more than 90% of the calls are resolved within the same business day the standard option year will be looked at for renewal.4) Systems Administration & Messaging personnel are courteous and efficient. Personnel corresponding by telephone, email, faxes, etc. shall be courteous and shall accurately and efficiently log in all incoming calls. No more than 2 complaints are made per month regarding courtesy and/or lost/late messages. No more than 2 complaints are made per month regarding courtesy and/or lost/late messages. Any complaints will be investigated and resolved within 1 week of filing. If no more than 2 complaints are made per month than the standard option year will be looked at for renewal. If all four "Desired Outcomes" are met, the standard option year will be renewed with no further review. 5. GOVERNMENT FURNISHED EQUIPMENT OR MATERIALS/INFORMATION: 5.1The Government will furnish a computer for troubleshooting, for access to current technical information and data and to log Help Desk calls into the tracking system.5.2 Protection of Government Property during execution of the work, the Contractor shall take special care to protect Government property. In the event of an accident, the Contractor shall return areas damaged as a result of work under this contract to their original condition, to include repairing or replacement, if necessary. 7. AVAILABILITY: 7.1 Normal duty hours Monday thru Friday, 8 work hours between 7:00 am - 5:30 pm, as needed. 7.2 Non-duty hours include week nights, weekends, and Government holidays (New Years Day, Memorial Day, President's day, Fourth of July, Thanksgiving, Columbus Day, Christmas, Martin Luther King Day, Labor Day, Veterans Day). 8. TRAVEL: The contractor will perform most work from place of business with travel to FWS sites as needed and directed by the System Administration and Messaging Supervisor, ITM Division Chief or designee. 9. TECHNICAL COORDINATOR: Michael Fields 10. NON-DISCLOSURE AGREEMENT Contractor will be required to sign a non-disclosure agreement.