Job Title

Remote Helpdesk Support Services Client Company/Dept. Name The Naval Postgraduate School (NPS) in support of the Information Technology and communications Services (ITACS) division Address 1 University Circle City Name Monterey State Name CA-California Zip Code 93943

If others (Address) Duration of the project 12 months Sep 17, 2023 Project End Date Sep 16, 2024 Due date for Resume submission Aug 17, 2023 No. of Openings 2 No. of Maximum Submissions 4 Job Description 1.0 Background/Introduction:

The Naval Postgraduate School (NPS), located in Monterey, California has a mission to provide relevant and unique, advanced education and research programs to the U.S. Navy, other military branches, and foreign military services necessary to increase the combat effectiveness and enhance the security of the United States and its allies.

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NPS is procuring Remote Help Desk Support Services in support of the Information Technology and Communications Services (ITACS) division. The ITACS division provides support and service for all IT and telecommunications issues for the NPS community. ITACS requires remote help desk support to provide real-time Tier 1 support for callers. This support often requires expedient resolution to ensure academic classes are not impacted by IT issues.

2.0 Scope:

The scope of this requirement is to provide remote help desk support services to answer and remediate, on average, 75 trouble calls per day during business hours. Services shall support Microsoft Windows and Apple Macintosh operating systems and related applications, as well as configurations on iOS and Android mobile devices. The NPS user base is approximately 3700 students, faculty and staff. Contractor shall answer all Tier 1 calls made to the NPS Help Desk and create and remediate Tier 1 tickets.

Contractor shall elevate all Tier 2 issues to Government personnel at NPS. Requirement is expected to be 2 Full Time Equivalent (FTE) Help Desk Specialist I (or equivalent). Number of Labor hours is 1,920 hours per FTE. The FTEs shall have one year experience as a (Journeyman level) and all support personnel must possess “CompTIA Security+” or other acceptable cybersecurity workforce certifications as required in DoD 5270 at the IAT-2 level -or- obtain certification within 12 months of being assigned to the contract. (Reference Section 11.0 Security Requirements) by this PWS.

Skill set info 3.0 Tasks:

The Contractor shall furnish all work, management, supervision, labor and materials necessary to ensure the effective and efficient performance of functions identified throughout this PWS which make up this requirement. The Contractor must be capable of providing flexible, responsive, and high-quality services and support. The Contractor shall provide the oversight necessary to ensure the effective and efficient performance of functions identified throughout this PWS.

3.1 Provide remote Tier 1 support to the NPS Technology Assistance Center (TAC) help desk for approximately 3700 faculty, students and staff during weekdays 0700 – 1700 PST/PDT. Support shall include Windows, Macintosh, iOS and Android operating systems on NPS government-issued devices and personal BYOD platforms.

3.2 Perform as the default technicians for all Tier 1 service calls.
3.3 Assign urgency and impact levels according to the following guidelines:

Urgency
High – any incident that requires resolution within one hour.
Medium – any incident that requires resolution within 24 hours.
Low – any incident not requiring resolution within 24 hours.

Impact
High – any incident resulting in inability to perform mission for a class or group of people.
Medium – any incident resulting in inability to perform mission for one person or a degraded ability to perform mission.
Low – any incident not resulting in degraded status.

3.4 Elevate Tier 2 issues to NPS on-site technicians.
3.5 Collaborate with and, if necessary, transfer tickets to on-site ITACS staff for issues requiring elevation or in-person support.
3.6 Integrate with the current NPS call queuing system or propose an alternate solution.
3.7 Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.

3.8 Utilize the current NPS IT Service Management (ITSM) ticketing system, properly documenting the solution and include the ITSM component involved and machine asset number.
3.9 Track weekly metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in NPS ITACS root cause analysis.

3.10 Attend telephonic/Teams meetings as designated by COR/TPOC.
3.11 Make recommendations to implement changes to better support the NPS customer as appropriate. Education Certifications (if required) All support personnel must possess “CompTIA

Security+” or other acceptable cybersecurity workforce certifications as required in DoD 5270 at the IAT-2 level -or- obtain certification within 12 months of being assigned to the contract.

Security and Certification through CompTIA is valid for three years and can be renewed by completing continuing education requirement every three years. Documentation Required for submission Contractors performing on this contract are required to familiarize themselves with, and participate in, the Naval Postgraduate School’s OPSEC program. Must be familiar with and comply with NPSINST 3432.1B, the NPS Critical Information List, DOD Directive 5205.02E and their applicable references.

The contractor will be required to complete OPSEC and counter-intelligence training within 30 days of beginning the work, or provide proof of OPSEC and counterintelligence training completed within the previous 12 months. Work Hours Monday – Friday 0700 – 1700 PST/PDT Work authorization required US Citizen Only Relocation is accepted N/A Remote work Yes Additional Notes if any

Remote Helpdesk Support Services

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