Intelligence and Research Information Support System (INRISS) O&M

Type of document: Contract Notice
Country: United States

Intelligence and Research Information Support System (INRISS) O&M

Agency:
Department of State

Official Address:
1735 N. Lynn St. Arlington VA 22209

Zip Code:
22209

Contact:
Terence G. Lord, Email lordtg@state.gov – Amanda M. Rajah, Email RajahAM@state.gov

Link:

Date Posted:
16/04/2018

Classification:
D

Contract Description:
This is a Request for Information (RFI) as outlined in FAR 15.201(c)(7). The purpose of this RFI is to accomplish market research pursuant to Federal Acquisition Regulation (FAR) Part 10, and to identify vendors capable of performing the functions described herein. The Government is requesting information FROM SMALL BUSINESSES regarding services to support the Bureau of Intelligence and Research’s Intelligence and Research Information Support System (INRISS).

This notice is issued solely for information and planning purposes and does not constitute a Request for Proposal (RFP) or a commitment on the part of the Government to conduct a solicitation for the below-listed services in the future. Respondents are advised that the Government will not pay for information submitted in response to this RFI, nor will it compensate respondents for any costs incurred in the development/furnishing of a response. The Government will not entertain telephone calls or questions for this RFI.
Please note that a decision not to submit a response to this RFI will not preclude a vendor from participating in any future solicitation.

 

Section 1: RFI Response Submission Instructions:

Responses to this announcement shall be limited to no more than ten (10) pages. Respondents are requested to provide the following information:

I. Company Profile

A. General Business Information, to include:

– Company Name:
– Company POC:
– Email:
– Phone :
– DUNS N umber;
– CAGE code, if applicable:
– Socioeconomic Status und er NAICS 541512 (IMPORTANT):
– Registered in SAM? Y/N
– Excluded Party List? Y/N
– List all GWACs your firm holds across government:
– List all active or recently expired (within the last yea r) contracts/orders with the Department of State:

– List any active or recently expired contracts/task orders your firm has held with an entity of the Intelligence Community (IC): 

 

 

II. Recent/Relevant Experience, to include:

Company and Personnel Experience:

• Address the requirements contained in the DRAFT SOW (pasted below). In addressing the requirements, weight and detail paragraphs and bullets as deemed appropriate. DoS experience is not required, but Intelligence Community experience is highly desired.

• Provide recent/relevant experience, capabilities, contracts, and customer information as you deem appropriate. This includes experience of any potential program manager(s) that might be proposed as key personnel.

• For past performance cited, include a POC at the Government Agency or business at which work was performed.

• List any performance issues that were encountered, and how your firm addressed and mitigated the issues. Please also list any partial or complete terminations, for convenience and/or cause.

 

_______________________________________________________________

Section 2: Draft Performance Work Statement / General Requirements

*Note that this was meant to be an attachment but as FBO has been experiencing issues with attachments for quite some time, the draft requirements are pasted below. 

Background: 

The U.S. Department of State (DoS), Bureau of Intelligence and Research (INR) mission is to ensure that U.S. diplomacy is informed by the best possible intelligence and analytical insights, and that Intelligence Community (IC) activities are consistent with and supportive of the country’s national security and foreign policy objectives. The primary purpose of INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President’s representatives (ambassadors) and functional and regional DoS bureaus. The Intelligence and Research Information Support System (INRISS) is the primary information processing system utilized in INR. In addition, it also interfaces with other IC activities and Communities of Interests (COIs). The INRISS system became operational for Sensitive Compartmented Information (SCI) processing in 1987. It is operational 24 hours a day, 7 days a week, 365 days a year. The system is continuously evolving to meet the requirements of the INR analysts and the IC. Evolvement includes the development of technology needed to improve product quality, modernization of processes, ensuring product reliability and facilitating the rapid dissemination of INR products.

There is a subsystem of INRISS, termed e-Intel, which allows for the electronic delivery of finished intelligence to clients located in approved Sensitive Compartmented Information Facilities (SCIFs) for use by cleared and approved TS/SCI individuals in their respective Bureaus. e-Intel also allows for the communication with other Intelligence Community (IC) counterparts though IC-Email, web sites, blogs, and Community of Interest (COI) sites. INRISS and e-Intel consists of commercial off the shelf (COTS), government off the shelf (GOTS) and specifically designed software to integrate layered products in support of INR analyst requirements. In addition to TS/SCI systems, INR maintains a presence on ClassNet and OpenNet, the Departments SIPR/NIPR equivalents.

Objectives:

The objectives of this task/delivery order are to maintain and improve INRISS and Department of State collateral networks by providing assistance in managing, operating and supporting the IT infrastructure; network, security and integration services; software services; systems engineering; and performance measurements. To achieve these objectives, INR requires contractor support in the areas of project management, security, systems administration, networking, operations, user assistance, training, documentation and advanced technical studies.

Additional objectives include, but are not limited to:

a. Maintain network and system availability at 99.5% annually
b. Standardize the system to IC, DOD and DoS compliance
c. Maintain the system as specified in the pertinent ICDs (Intelligence Community Directives) and DoS Directives
Following a performance-based acquisition approach, the contractor shall provide the necessary highly-skilled, experienced, technical personnel and support services to meet or exceed the INR program objectives.

Scope of Work: 

The scope of this task/delivery order includes: Seeking innovative ways to continue providing support, maintenance and enhancements as outlined in the Task Areas that are stable, secure and responsive to the needs of INR; Develop, document and execute plans for monitoring, assessing, updating and verifying security controls across all major information systems. Obtaining Information Technology (IT) support services necessary for requirements definition, design, development, implementation, deployment, and operations and maintenance (O&M) for VMware solutions, Database, Citrix, Exchange, Windows, server roles such as Active Directory, file servers, networking systems, web sites, etc; and services acquired will also include program management and administrative support necessary for the preparation and update of systems documentation and related services.

The contract shall provide engineering, security, documentation and user support for various IT security systems, these include but are not limited to IDS, HBSS, ACAS, RedSeal and industry scanning tools, GOTS toolsets and various COTS toolsets inherent in to the declared systems.

Hardware platforms supported include Cisco and HP blade servers and a mixed environment of thick and zero clients. Network systems to support include a wide-array of Cisco devices and firewalls. The contractor shall also provide engineering and administrative support for the various Storage Area Network (SAN) in place. The contractor will also support the bureau’s backup solutions which include CommVault Simpana software as well as legacy versions of Symantec Backup Exec. In addition, administrative support for the McAfee Host-Based Security System (HBSS) will be required. The contractor shall maintain the current DoS systems and enhance the current INR systems.

Hardware platforms currently in use include a mixture of traditional 1U and 2U servers, as well as blades and their associated chassis. INR currently maintains one network with zero client devices with VDI backend support. On its other networks, traditional thick clients are used. Network devices include type 1 encryptors, network routers, and both access and distribution layer switches. The contractor shall provide support for several different on site SANS using both iSCSI and Fiber Channel protocols. The contractor will also maintain the bureau’s backups both on tape and disk, as well as on and off site. In addition, the contractor will work with the ISSM/ISSO to support enterprise security products (i.e. McAfee Host Based Security System).

Performance Work Statement:

All personnel assigned to this task order require a Top Secret/SCI security clearance prior to contract performance.

Task 1: Project Management Services.

The contractor shall provide INR with project management expertise for the execution of the project. The contractor is responsible for developing and maintaining a project management plan. The plan shall include a Work Breakdown Schedule (WBS), activities list, network diagram, risk assessment and response plan, cost estimates for resources and staffing, estimated resources for completion and a communications plan. The contractor shall provide project management support through a range of activities but not limited to:
a. Designating a single point of contact (POC) as the Program Manager for the purpose of communicating issues, concerns or problems that arise during the performance of this task order
b. Providing all necessary personnel, administrative, financial, and managerial resources necessary for the support of this task order
c. Ensuring that costs are contained within the budget parameters established by approved budgets
d. Ensuring a rigorous, focused and highly effective implementation of quality principles and techniques
e. Following policies and procedures to protect sensitive information, including information provided on a proprietary basis by other contractors, the IC and other public entities
f. Evaluating and modifying on a regular basis approaches and processes for performing work under this task order including cost, service level and performance objectives in delivering quality products and services to INR customers, as well as use of standard processes to increase efficiency and consistency of work outputs
g. Working with INR to identify any emerging technologies or tools that will improve overall customer services or network infrastructure
h. Ensuring sufficient numbers of qualified staff members are available to perform the duties of this task order
i. Providing all deliverables to the Government Technical Manager (GTM) as specified in this task order
j. Interface with DOS and IC elements for the planning, design, and implementation of network systems and services at the SCI level.
k. Prepare plans and manage activities related to physical movement of users’ equipment and services within DOS facilities.
l. Ensure compliance with IC Initiatives, Directives, DOD and DoS notices.
m. Provide technical leadership in the operation and enhancement of INR Systems.
n. Participate in the local INR IT CCB and provide technical input, guidance, and management expertise.
o. Provide information to the customer on a weekly basis summarizing activities performed by the contract.
p. Coordinate with DOS Facilities Management Services and DOS Information Resource Management in order to upgrade, enhance and or repair various components of the Data Centers, network infrastructure, Communication Equipment rooms required to deliver services to the user’s desktop.
q. Interact with DOS Diplomatic Security regarding network system security, A&A activities, and the deployment of special access program (SAP) devices, SCIF requirements, and staff SCI clearance management.
r. When appropriate, attend IC DoS coordination meetings at the request of the government.

Task 2: User and Network Support Services.

User Support:
The contractor shall provide INR on-site customer support at multiple tier levels. The contractor shall operate and maintain a fully functional INR Help Desk facility providing on-site support for business hours 7:00 a.m. to 6:00 p.m., Monday through Friday (except for Federal Holidays) to approximately 1500 internal and external users on three different networks across the Department. Limited 24/7/365 Help Desk support expected at all other times.
a. Providing support that meet the 24x7x365 core support requirements for INR
b. Responding to user calls via email, telephone or in-person
c. Entering calls into a trouble ticket system
d. Troubleshooting user issues/problems
e. Resolving user issues/problems via email, telephone or visit
f. Closing trouble call tickets
g. Interfacing with customers, providing remote and/or desk side IT support
h. Ability to contribute effectively in a high-pressure environment
i. Working as part of a team
j. Taking ownership of user problems and being proactive when dealing with user issues
k. Capturing and providing accurate information
l. Prioritizing workloads to meet targets and deadlines
m. Ability to be polite and courteous at all times
n. Ability to decipher what the users are saying and to put that into actionable and appropriate words in the helpdesk ticket
o. Analyzing, troubleshooting, deploying and maintaining computer hardware and peripherals
p. Replacing, upgrading, and maintaining hardware and software
q. Supporting and maintaining user account information including rights, group policies, security and systems groups
r. Supporting users in the areas of Windows desktop applications , Active Directory (re-setting passwords, enabling/disabling accounts, adding workstations and servers to the domain), Workstations, Zero-Clients, Thin-Clients, and printers
s. Developing, documenting, updating and implementing helpdesk support service procedures as necessary
t. Establishing escalation processes
u. Assist with maintaining a software and hardware inventory by location with inventory records updated upon equipment arrival, move, or change in condition
v. Developing procedures which improve the productivity and effectiveness of user activities
w. Developing and maintaining user manuals to reflect the best use of the system by novice and expert users
x. Training new INR users and providing refresher training to other staff members
y. Assisting in the development and management of boolean and concept queries for the effective management of user profiles for message retrieval
z. Supporting Oracle and MS SQL databases
aa. Supporting Red Hat Enterprise Linux
bb. Provide guidance and support to users in the effective use of INR SharePoint sites and INR Publication Macros.
cc. Act as local system administrator for internal and external systems. including IC PKI creation and management, and GO accounts.
dd. Assist uses in establishing access to IC PKI enabled web and SharePoint sites.
ee. Develop customized training for new analysts in the effective use of INR systems, tools and technologies in the pursuit of their analytical mission.
ff. Assist users in the use of the conference room Audio Visual equipment and the portable AV setup.
gg. Troubleshoot user network access and infrastructure problems and effect repairs.
hh. Troubleshoot hardware or disk drive problems are repair, replace or reimage equipment as necessary.
ii. Troubleshot telephony related problems including VOIP, Call Center and Legacy system integration issues and resolved them.
jj. Maintain a Traveling Blackberry program for the bureau.
kk. Providing monitoring of INR’s classified and unclassified systems
ll. Providing early warning of potential network issues before they impact the network after core hours
mm. Monitoring temperatures in the data center
nn. Create system accounts using developed templates for each user on INR networks or systems.
oo. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs.
pp. Maintain and manage the printer toner inventory and distribution supply chain.
qq. Interface with DOS, IC, and external entities to resolve message transmission problems and control the retransmission of missing message traffic.
rr. Maintain the network monitoring application configuration and respond to identified system faults.
ss. Provide for effective monitoring and management of system resources to include disk space management, application performance, and network throughput.

Network Support:

The contractor shall manage and maintain all of INR’s internal networks. LAN physical infrastructure consists of a mixture of both fiber and copper, while the logical is a mixture of several networks utilizing various VLANs, firewalls, and routes. The contractor shall provide INR network support and systems engineering through a range of activities that include but are not limited to:

a. Evaluating COTS hardware and software
b. Providing verification and validation of hardware and software
c. Providing network/systems engineering and enhancements
d. Providing network/systems integration management and testing
e. Providing integration of new technologies into existing infrastructure
f. Identifying and defining scalable solutions
g. Identifying and using proven network engineering solutions and current industry protocols.
h. Providing securable approaches for solutions
i. Providing flexible configuration
j. Adhering to all IC, DOD and DoS standards
k. Providing Top Tier support for Active Directory, server and client OS and Windows related issues
l. Assisting and performing in the design, engineering and implementation of all INR domains and infrastructures
m. Providing network design and engineering to increase network speed, reliability, and availability
n. Designing, engineering, improving, and implementing security, confidentiality, integrity and availability, of Active Directory, server and client systems, privileges, and administrative accounts in accordance with existing procedures and policies, which are established by the IC, DOD and DoS
o. Maintaining, upgrading, troubleshooting and monitoring of the core infrastructure hardware devices and software for all INR systems and networks
p. Performing all Active Directory functions (setup, design, engineering, management, etc.) related to the INRISS and e-Intel infrastructure
q. Providing support and build design for server and client OS
r. Adhering to established SOPs and the INR IT CCB for suggestion and necessary changes
s. Conducting appropriate and thorough testing of any new tools or enhancements prior to being implemented into a production environment
t. Serving as knowledge experts in regards to confidentiality, integrity and availability for all INR systems and networks
u. Identifying, evaluating, testing, implementing and deploying cost-effective tools that assist in managing all INR systems and networks
v. Ensuring the availability, functionality and performance of tools used by the network various INR teams
w. Working with the INR ISSO/M to implement and maintain security compliance solutions
x. Assisting and participating in establishing, refining, implementing and maintaining Standard Operating Procedures, policies, federal directives, evaluation reports, internal processes and baselines as they relate to the management and support of all INR systems and networks Upgrading network device operating systems and Apply patches to the routers and switch as part of the quarterly A&A or as directed by ISSO/ISSM.
y. Provide implementation and troubleshooting support for KG Type 1 encryption devices and Borderguard solutions.
z. Provide support to external agencies in the setup, implementation and troubleshooting of their networks within INR facilities or riding on INR’s infrastructure.
aa. Provide setup, implementation and troubleshooting support for desktop VTC deployed within INR.
bb. Provide setup, implementation and management support to INR’s SCI VOIP system.
cc. Design, develop, deploy and manage the VMWare virtual environment, including VDI, HA, and SRM capabilities.
dd. Managing INR’s primary Computer Equipment Rooms (CER) throughout the department..
ee. Maintain & configure VOIP, SIP Gatekeepers, Gateways/Routers, and various WAN technologies
ff. Configure, implement and support VoIP installations.
gg. Install and maintain routers and switches in various network configurations supported VLANs, QoS, VRF, VoIP, and advanced access-lists.
hh. Provide /VoIP directory/ voice mail administration, including set up, config, install, troubleshoot VoIP phones
ii. Manage keymat and Load KG equipment.
jj. Maintains Crypto inventory and assists with Crypto audits (Inspections).
kk. Developing, documenting, updating and implementing network standard operating procedures as necessary

Security Support:

The contractor shall be responsible for managing all security aspects of all INR systems and networks. The contractor shall support, update, document, provide recommendations and maintain the existing security systems. Utilize automated tools to monitor, control and document security configurations, while ensuring risks are documented, mitigated, resolved or waived.

Security management and support includes but is not limited to:
a. Establishing and maintaining a successful patch management system that ensures all applicable patches are applied based on IC, DOD and DoS guidance
b. Coordinating patch management activities with the INR Information Systems Security Officer (ISSO) or assigned alternate
c. Maintaining operational efficiency and effectiveness, identifying and overcoming security vulnerabilities while maintaining the stability of the production and development environments
d. Monitoring INR systems and networks to provide notice of significant security events to authorized, designated personnel in a timely fashion
e. Investigating and implementing network management tools to monitor the risk of the network
f. Maintain, monitor, test, configure and update INR’s backup system
g. Monitor, deploy and keep logs of all STIGS deployed for INR’s systems
h. Maintain and update all INR’s technical SOP’s and documentation.
i. Create, update and maintain all INR’s templates and supporting documentation
j. Assist engineers with proper GPO rollout throughout INR
k. Providing security advice and recommendations during development, engineering, and network meetings
l. Assisting, assessing, documenting and managing all Change Control requests
m. Ensuring that all INR systems and networks conform to NIST, IC, DOD and CNSS standards
n. Conduct security testing and develop assessment of networks and their components to ensure compliance with current security guidelines and requirements
o. Working closely with the INR ISSO/M and Diplomatic Security to maintain all the INR systems Authorization and Accreditation (A&A) documentation
p. Developing, recommending and/or implementing security enhancements to minimize network and system vulnerabilities
q. Working with other DoS, DOD or IC entities to resolve any security vulnerability issues
r. Performing assigned security related duties by the INR ISSM
s. Ensuring all Configuration Management activities are following industry best practice, recorded, updated and in place
t. Maintain the integrity of the server, desktop and internally developed software baselines.
u. Developing, documenting, updating, standardizing and implementing security standard operating procedures
v. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs.
w. Create, update, verify and/or validate INR’s POA&M’s
x. Provide recommendations, milestones and guidance for corrective action of all non-compliant security controls
y. Provide plan for the improvement of user, privileged, and system centralized account management.
z. Perform network, system, software scans, draft and track through resolution
aa. Maintain, update and provide enhancements to the security website
bb. Encourage innovation and understanding of emerging technologies by hosting meetings and present viable recommendations
cc. Develop and implement an outreach program to ensure continuous awareness of relevant security environmental conditions throughout the IT security community supported within the Department

Web Management Support:

The contractor shall develop and manage the INR intranet web and SharePoint sites that provide a central repository of documentation, analysis results, status information, meeting minutes, and other pertinent information to INR. Web management support includes web application design, implementation, testing and maintenance includes but is not limited to:
a. Designing and implementing new features for the existing website
b. Implementing web solutions that directly contribute to the INR mission
c. Coordinating the design and development of web applications to meet expanding or changing INR analyst requirements
d. Providing intranet site initiation, maintenance and overall site design
e. Assisting with technical and/or design issues
f. Responding to, resolving or appropriately redirecting customer issues
g. Collaborating with the team to design, develop and deliver applications
h. Developing code in keeping with established processes and standards
i. Creating prototypes when necessary
j. Coordinating and leading junior web developers
k. Working with the junior developers to plan, design and implement information technology solutions, while providing expertise in the areas of performance tuning, data migration, security and capacity planning
l. Performing problem diagnosis, resolution and maintenance for existing applications
m. Communicating effectively with all internal customers at all levels and across all functional teams providing support, responding to questions and providing regular progress updates
n. Assist in exploring new ideas and products that could increase the value of the applications
o. Participating in certain aspects of end-user consulting, systems analysis, general systems design and detail systems design

After Hours Support:

The contractor shall operate and maintain the INR Help Desk and Data Center located in INR, Harry S. Truman building, Washington, DC that will support INR’s network systems and customers 24 hours a day, 7 days a week, 365 days a year in the Eastern Standard time zone and includes but is not limited to:

a. Providing support that meet the 24x7x365 core support requirements for INR
b. Establishing effective procedures and control systems to ensure that ongoing tasks, unresolved problems and general issues of concern are properly handed off from shift to shift
c. Providing monitoring of INR’s classified and unclassified systems
d. Providing early warning of potential network issues before they impact the network after core hours
e. Ensuring rapid response to real or potential network system faults
f. Create and maintain a real-time operational log of activities and events that occurred after core hours.
g. Running system checks
h. Monitoring temperatures in the data center
i. Create system accounts using developed templates for each user on INR networks or systems.
j. Assisting in daily, weekly and monthly backups and verifying backup integrity.
k. Providing qualified and knowledgeable contract personnel in order to provide quality customer support to INR personnel after hours
l. Review and respond to risks and vulnerabilities identified by the DOS iPost application on the collateral DOS enterprise LANs.
m. Administer and manage the RetrievalWare real-time messaging system and respond to problems with the ingestion of message traffic and the delivery of message traffic to other Bureaus.
n. Maintain and manage the printer toner inventory and distribution supply chain.
o. Interface with DOS, IC, and external entities to resolve message transmission problems and control the retransmission of missing message traffic.
p. Maintain the network monitoring application configuration and respond to identified system faults.
q. Provide for effective monitoring and management of system resources to include disk space management, application performance, and network throughput.
r. Provide direct support to the 24×7 INR Watch when problems occur in the use of Watch macros and system equipment.
s. Provide technical user support afterhours and on the weekends.

Task 3: Special Services.

At the request of the COR or GTM, the contractor shall provide INR support for performing ad hoc and short tasks related to the maintenance of systems, networks, anddesktops that includes but is not limited to:
a. Provide assistance with computer devices, set-up, configuration and operation
b. Provide assistance with installation, set-up and operation of emerging technologies
c. Provide advice in the selection of equipment and associated peripherals
d. Provide assistance to identify, inventory, and surplus equipment
e. Assist with research, development and implementation of ad-hoc tasks

Performance Standard and Monitoring Plan.
See Performance Standard and Monitoring Plan – INRISS e-Intel.docx

Deliverable Schedule:
The due date for deliverables will be set by a mutual agreement between the COR, GTM(s) and the contractor.

Deliverable Due Date
Staffing Plan Initially submitted with the proposal. Mutually agreed upon not later than five (5) business days after task/delivery order award and as requested

Project Management Plan: Semi-annually
Scheduling Plan Mutually agreed upon date
Cost Performance Report Monthly
Performance Summary Report Monthly
Labor/Procurement Invoices and Reports Monthly
Status Reports Weekly
Project Specific Plans Weekly (or mutually agreed upon date)

IT Security Plan – 30 days after award notice

Applicable Standards:

The contractor is required to maintain qualified, certified, trained and experienced personnel with respect to INR’s mission. INR may request contractor training on software, equipment or systems if it is deemed to be advantageous to the INR. Training for software, systems and/or equipment will be provided by an outside source. All costs associated with training will be the responsibility of the contractor.

Acceptance Criteria:

Inspection and acceptance of the services to be provided shall be made by the COR. All deliverables must meet 100% of the specific formats and will be checked and reviewed by the COR for completeness of work, accuracy of reports, timeliness of work and acceptable quality of outputs. Additionally, all deliverables and tasks performed must comply with the standard policies and procedures of the IC, DoD, INR, DoS, INR IT CCB baseline and industry standard practices.

Special Requirements:

The Contractor shall:
a. Comply with all IC, DoD, and DoS guidelines to protect classified and sensitive information and equipment
b. The contractor shall prepare time-phased budgets by project defined by the COR/GTM and shall provide actual costs and hours expended by project and labor category and individual on a monthly basis. Monthly cost reports shall reconcile to monthly invoices provided by the contractor.
c. Comply with all IC, DoD, and DoS policies and guidance pertaining to information systems
d. Possess a facility security clearance at the TS/SCI level for performance under this task order in accordance with the DD Form 254
e. Ensure that personnel assigned to this task order possess and can maintain a TS/SCI clearance
f. Ensure that all personnel assigned to the task order have the ability to obtain a DoS building pass
g. Ensure that contract personnel who have access to classified material and/or enter into areas requiring a security clearance, each contractor employee requiring such access must have an individual security clearance commensurate with the required level of access prior to contract performance
h. Ensure that individual clearances shall be maintained for the duration of employment under this task order or until access requirements change

The Government will:

a. Identify the security clearance level and other accesses required for each position
b. Provide the contractor with any other special requirements in writing
c. Obtain a DoS building pass for all employees performing under this delivery order who require frequent and continuing access to INR and DoS in accordance with DOSAR 652.237-71 “IDENTIFICATION/BUILDING PASS.”
d. Provide assistance to contractor personnel supporting this task order in obtaining Annex and workplace access during the period of support
e. Provide tools, test equipment, work spaces, telephones and supplies for daily operations and maintenance for each contractor employee

All personnel who resign, are transferred, terminated, or otherwise removed from the delivery order shall be debriefed by the ISSO on the last day of work on site and shall turn in their DoS badge to the ISSO. The visitor authorization request previously sent to DS/ISP/INB must be cancelled. Each employee under this delivery order is individually responsible for the protection of information and shall be required to sign an agreement regarding the confidentiality of the work performed under this delivery order.

Security clearance requirements for the contractor to access DoS and INR shall be in accordance with 12 FAM. In the event that the personnel security clearance for an individual assigned to this delivery order is rescinded, the individual shall be removed from the delivery order task and replaced by a substitute acceptable to the Department at no increase in cost or price.

Period of Performance: 

The task order will be effective for a base period of one (1) year and six (6) one-year option periods, to be exercised at the government’s sole discretion in accordance with FAR 52.217-9, Option to Extend the Term of the Contract.

Location of Work:

The work shall take place at the DoS facility located in INR, Harry S. Truman building, Washington, DC. Specific work locations will be directly coordinated between the contractor and the designated COR/GTM.

Government Contact Information:

Contracting Officer Representative (COR): TBD at time of award

Government Equipment:
Tools, test equipment, work spaces, telephones and supplies for daily operations and maintenance will be Government Furnished Equipment (GFE). The Contractor shall utilize the established GFE and system to support elements contained at the work site.

Standard Work Hours:
The Department of State normal working hours are 7:00 a.m. to 6:00 p.m. Monday through Friday (excluding government holidays). The contractor shall perform during these normal working hours. For Operations Support, however, the contractor’s government approved multiple shifts shall apply.

Key Personnel:
The Government desires a balanced team of designated key personnel to ensure that both operational and technical aspects of this task order are successful. The following are suggested personnel positions to be designated as “key”. Some key personnel will be required to provide on-call support, 24 hours a day and 7 days a week, 365 days a year, including holidays.

Key Personnel shall be identified for the following positions:

 IT Program Manager, 1 position
 Sr. Windows Administrator/Engineer (Manager), 1 position
 Sr. Systems/Network Engineer (Lead), 1 position
 Sr. Security Engineer, 1 position
 Helpdesk Manager, 1 position

All key personnel proposed shall be available to begin work on the task order start date.

IT Program Manager
Experience: The contractor shall identify an SCI cleared Program Manager (PM) with experience appropriate and adequate to provide overall coordination and management of staff assigned by the vendor to the task/delivery order. Candidate should have a familiarity with the Intelligence Community (IC) or State Department (DoS). The Program Manager shall demonstrate proven experience and documented success supervising large IT services contracts, including people of various job categories and skills. Demonstrated experience in working with government managers on multiple simultaneous tasks, in achieving and maintaining customer satisfaction and written and verbal communication skills are highly desirable. The PM shall demonstrate expertise in the management and control of costs and resources and demonstrate the capability in managing programs of this type and complexity. The PM should have led at least one multi-team effort that provided system modernization or enhancement to the architecture and design of the network that resulted in increased operational efficiency or cost savings. The PM must have demonstrated skills in system design and development, Windows Server technologies and back office applications, IP networks, virtualization, and the deployment of these technologies. The PM should have at least 12 years managerial experience in information resource management, 8 years of leadership experience and 3 years’ experience in supervision and management of IT projects and personnel.

Education: A bachelor’s degree from an accredited university in a field such as business administration, information systems management, leadership, project management or a technical degree such as computer science or engineering. A current PMP certification is required as well as a past technical certification (i.e. Microsoft, Cisco, CompTIA).

Senior Systems/Network Engineer (Lead)
Experience: The contractor shall identify one SCI cleared Senior Systems/Network Engineers with experience in multiple network/system technologies to review work products and services for correctness, adhere to system requirements and for progress in accordance with project schedules. The Senior Systems Engineer shall ensure conformance to standards and quality control procedures for analysis, integration and migration, provide on-going system performance analysis to continually maximize system performance, provide the PM and COR/GTM with system enhancement and expansion recommendations and analyze the resource requirements to be implemented. The contractor shall understand networking technologies/protocols and be able to deploy devices including firewalls, switches, and routers. The Senior Systems Engineer should have at least 10 years’ experience with a broad technical understanding of multiple network and system disciplines with a strong emphasis on implementing, securing and engineering projects and 10 years’ experience providing network design and engineering to increase network security, reliability and availability. Installed and maintained routers and switches in various network configurations supported VLANs, QoS, VoIP, VRF, and advanced access-lists. Maintained & configured VOIP network. Troubleshot telephony related problems including VOIP, Call Center and Legacy system integration issues and resolved them. The contractor shall provide cryptographic support in administration, design, and maintenance. The contractor should have experience working with Cisco devices and its IOS. An understanding of Cisco proprietary protocols is desirable.
Lead Position: The Senior Systems/Network Engineer in the lead position shall have management, mentoring, and project, experience. Project experience should include the design and implementation of enterprise level network solutions.

Senior Systems/Network Engineer
Experience: The contractor shall identify one SCI cleared Senior Systems/Network Engineers with experience in multiple network/system technologies to review work products and services for correctness, adhere to system requirements and for progress in accordance with project schedules. The Senior Systems Engineer shall ensure conformance to standards and quality control procedures for analysis, integration and migration, provide on-going system performance analysis to continually maximize system performance, provide the PM and COR/GTM with system enhancement and expansion recommendations and analyze the resource requirements to be implemented. The contractor shall understand networking technologies/protocols and be able to deploy devices including firewalls, switches, and routers. The Senior Systems Engineer should have at least 7 years’ experience with a broad technical understanding of multiple network and system disciplines with a strong emphasis on implementing, securing and engineering projects and 8 years’ experience providing network design and engineering to increase network security, reliability and availability. Installed and maintained routers and switches in various network configurations supported VLANs, QoS, VoIP, VRF, and advanced access-lists. Maintained & configured VOIP network. Troubleshot telephony related problems including VOIP, Call Center and Legacy system integration issues and resolved them. The contractor shall provide cryptographic support in administration, design, and maintenance. The contractor should have experience working with Cisco devices and its IOS. An understanding of Cisco proprietary protocols is desirable.

Education: A bachelor’s degree from an accredited university in a field such as information systems, computer science, engineering or a related technical field. MCSE certification is desirable.

Junior Systems/Network Engineer
Experience: The contractor shall identify one SCI cleared Junior Systems/Network Engineers with experience in network technologies to review work products and services for correctness, adhere to system requirements and for progress in accordance with project schedules. The Junior Systems Engineer shall assist in ensuring conformance to standards and quality control procedures for analysis, integration and migration, provide on-going system performance analysis to continually maximize system performance. The contractor shall understand networking technologies/protocols and be able to assist in the deployment of devices including firewalls, switches, and routers. The Junior Systems Engineer should have at least 1 years’ experience with a broad technical understanding of networks and system disciplines with a strong emphasis port security, switch port configuration, cable running and patching, and basic IOS administration. The contractor shall provide cryptographic support in administration, design, and maintenance. The contractor should have basic experience working with Cisco devices and its IOS. An understanding of Cisco proprietary protocols is desirable.

Education: A current industry network related certification is required (i.e. Cisco CCNA, CompTIA Net+).

IT Systems Engineer (Manager)
Experience: experience in multiple network/system technologies to review work products and services for correctness, adhere to system requirements and for progress in accordance with project schedules. Candidate should have a working knowledge of the Intelligence Community (IC), and/or Department of State (DoS). The Systems Engineer shall ensure compliance to standards and quality control procedures for analysis, integration and migration, provide on-going system performance analysis to continually maximize system performance, provide the PM and Government Managers with system enhancement and expansion recommendations and analyze the resource requirements to be implemented. The contractor shall have strong skills in design, build, deployment and management of Windows 2008R2, 2012 R2, Active Directory, MS Exchange 2010/2013/2016, providing integration and build design for server and client operating systems, CISCO IOS, Cisco Secure Computing VOIP, patch management, network security, MS SharePoint and IC Cloud services. The contractor shall have skills in the deployment of these technologies in a VMWare environment from setup of virtual LANs to optimize system efficiencies. The contractor shall have skill in the use of Cisco UCS and HP blade technologies. The contractor must understand Cisco networking technologies and be able to deploy/integrate devices including firewalls, switches, and routers. The position requires understanding of encryption technology, such as KG175 devices, tunneling and PKI. The Systems Engineer should have a broad technical understanding of multiple network and system disciplines with a strong emphasis on implementing, securing and engineering projects and 8 years’ experience providing network design and engineering to increase network security, reliability and availability. Candidate will be required to support today’s technology while researching and understanding tomorrows. Develops new support processes, and assists with strategic planning of shared computing services. Works projects as needed in order to upgrade to new and/or improved communication equipment and procedures. The Systems Integration Engineer must be well versed with the advanced engineering and integration of multiprotocol routers, multilayer switches, network security devices and network management systems. This position requires excellent problem management, good interpersonal communication skills and project management. Excellent server operating systems knowledge (Windows and Linux). Aware of business issues as they impact overall project plans, and able to handle multiple projects simultaneously. Pre-planning, forecasting, testing and validating design work. Knowledge of Federal IC Directives and NIST standards. Has experience with IT documentation, such as SOPs and SOWs.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Advanced degree desirable. MCSE and a Project Management related certification is required.

SharePoint/Web Developer
Experience: The contractor shall identify two SCI cleared SharePoint/Web Developers with strong software implementation and integration experience. The experienced SharePoint/Web Developer will be responsible for enhancing our existing web sites and developing new ones, as well as helping modernize internal applications. The individual should possess a broad knowledge of web development techniques and principles and SQL server database technologies. The individual should possess expertise in MS SharePoint 2007/2010 and/or .NET web development. The SharePoint/Web Developers are responsible for the development and ongoing support of the web systems currently offered to INR analysts and customers. The SharePoint/Web Developers must have a solid understanding of SharePoint development using SharePoint Designer and other SharePoint tools and/or Web part development using Visual Studio and VB.NET or C# is also beneficial. In addition to SharePoint development, these individuals must be competent with at least some of the following: Workflow tools, Visual Basic, SQL Server, Javascript, HTML/XHTML, CSS, XML/XSLT/XSL-FO, and MS Office 2007/2010 suite. Good verbal and written communication skills are essential. Experience in gathering functional requirements and translating business processes from staff into technical solutions is a must. The Web Developer must have at least 5 years’ experience developing Microsoft applications and/or web sites, and 2 years minimum experience with MS SharePoint 2007/2010.

Education: A bachelor’s degree from an accredited university in a field such as computer science, information systems, software engineering or a related technical field, and/or an extra 3 years of relevant technical experience.

Sr. Windows Administrator
Experience: The contractor shall identify two SCI cleared Sr. Windows Administrator that provides expert level technical support for the core components of INR’s infrastructure environment, including client, server and enterprise software services. The contractor shall have demonstrated proficiency in Microsoft Windows server 2008R2/2012R2 and VMWare virtualization technologies. This shall include expertise in design/build and support of Exchange 2010/2013/2016, Active Directory, Group Policy Objects, Domain Name Services, Certificate Services, Distributed File Services, Windows Software Update Services, Patch management, SQL server, and SharePoint 2010/2013. The contractor shall have skills in the deployment of these technologies in a VMWare environment including the setup of virtual LANs to optimize system efficiencies. The contractor shall have skill in the use of Cisco UCS and HP blade technologies. The contractor design, implements, validates and supports standard qualified infrastructure systems based on innovative, industry-standard solutions. The contractor isolates and resolves system network problems, analyzes support patterns to proactively prevent issues, researches and develops new support processes, and assists with strategic planning of shared computing services. Continuous education is required to maintain competency in a fast changing business and technical environment. Candidate will be required to support today’s technology while researching and understanding tomorrows. The contractor must understand Cisco networking technologies and Cisco IOS and show expertise in the deployment of Cisco devices including firewalls, switches, and routers. The position requires knowledge of KG175 encryption devices and tunneling technologies.

The Senior Systems Engineer should have at least 7 years’ experience with a broad technical understanding of multiple network and system disciplines with a strong emphasis on implementing, securing and engineering projects and 8 years’ experience providing network design and engineering to increase network security, reliability and availability.

Education: BA or BS in Computer Science, Management Information Systems, or related field. MCSA certification is required. MCSE desirable.

Jr. Windows Administrator
Experience: The contractor shall identify one SCI cleared Sr. Windows Administrator/ Network Engineer that provides expert level technical support for the core components of INR’s infrastructure environment, including client, server and enterprise software services. The contractor shall have demonstrated proficiency in Microsoft Windows server 2003/2008R2 and VMWare virtualization technologies. This shall include expertise in design/build and support of Exchange 2007/2010, Active Directory, GPO, WSUS Patch management, SQL server, and SharePoint 2007/2010. The contractor shall have skills in the deployment of these technologies in a VMWare environment including the setup of virtual LANs to optimize system efficiencies. The contractor shall have skill in the use of Cisco UCS and HP blade technologies. The contractor design, implements, validates and supports standard qualified infrastructure systems based on innovative, industry-standard solutions. The contractor isolates and resolves system network problems, analyzes support patterns to proactively prevent issues, researches and develops new support processes, and assists with strategic planning of shared computing services. Continuous education is required to maintain competency in a fast changing business and technical environment. Candidate will be required to support today’s technology while researching and understanding tomorrows. The contractor must understand Cisco networking technologies and Cisco IOS and show expertise in the deployment of Cisco devices including firewalls, switches, and routers. The position requires knowledge of KG175 encryption devices and tunneling technologies.

The Senior Systems Engineer should have at least 2 years’ experience with a broad technical understanding of multiple network and system disciplines with a strong emphasis on implementing, securing and engineering projects and 2 years’ experience providing network design and engineering to increase network security, reliability and availability.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Current industry certification required.

 

Sr. Storage and Virtualization Engineer
Experience: The contractor shall identify two SCI cleared Storage and Virtualization Engineers that provides expert level technical support for the core components of INR’s infrastructure environment, including client, server and enterprise software services. As an Engineer, the incumbent designs, implements, validates and supports standard qualified infrastructure systems based on innovative, industry-standard solutions. The Systems Engineer isolates and resolves system problems, analyzes support patterns to proactively prevent issues, researches and develops new support processes, and assists with strategic planning of shared computing services. Continuous education is required to maintain competency in a fast changing business and technical environment. Candidate will be required to support today’s technology while researching and understanding tomorrows. Specific skills required include: HP blade and Cisco UCS, SAN management experience (EMC and HP), ESXi, VMware vSphere, vCenter, and VDI technologies such as VMware View, and experience managing backup systems (CommVault). Support and provisioning of desktops in zero and thick client environment is required. Specific knowledge regarding the build and deployments of networks and the management of Windows Active Directory, Group Policy Objects, Certificate Services, and Distributed File Systems are also desired especially as it relates to the deployment of VDI technologies. Excellent analytical and troubleshooting skills are essential, as are good interpersonal communication skills. Experience leading technical projects is necessary. Excellent working knowledge of Storage Area Networks. Contractor understands and has extensive experience with VMware Virtualization Technologies. Excellent knowledge and understanding of troubleshooting, testing, and performance tuning in Storage and Virtual VMWare platforms and able to handle multiple projects simultaneously. Able to resolve problems in a timely manner. Pre-planning, forecasting, testing and validating design work. The engineer must have at least 10 years of experience in the design, build and support of Windows server operating system environments and at least 6 years in the design and build of VMWare virtualization environments.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Have or had a VMWare VCP certification. Advanced degree desirable.

Jr. Storage and Virtualization Engineer
Experience: The contractor shall identify one SCI cleared Storage and Virtualization Engineer that provides expert technical support for the core components of INR’s infrastructure. This infrastructure includes, but not limited to, a Windows AD environment with VMWare and large SAN array. As a junior storage and virtualization engineer, the incumbent assists in the feasibility, design, planning, implementation, and validation of current and future engineering initiatives and ensures such initiatives meet stringent availability and security requirements. The junior engineer should be able to troubleshoot a wide range of technical problems and document the resolution in the available ticketing system. The junior engineer will assist in the proactive identification of issues before they become problems, as well as the research necessary to propose future enhancements to aid the bureau’s analytical mission. Due to the ever changing technological and threat landscape, the incumbent is expected to stay abreast of current and future technologies. Specific skills include experience with VMWare vSphere, ESXi, and View. Experience with multiple SAN technologies and their connectivity (Fiber channel/iSCSI) is required. Support and provisioning of desktops in a zero and thick client environment is required. Specific knowledge regarding the build and deployments of networks and the management of Windows Active Directory, Group Policy Objects, Certificate Services, and Distributed File Systems are also desired especially as it relates to the deployment of VDI technologies. Excellent analytical and troubleshooting skills are essential, as are good interpersonal communication skills and the ability to work in a team environment. Contractor understands and has extensive experience with VMware Virtualization Technologies. Excellent knowledge and understanding of troubleshooting, testing, and performance tuning in Storage and Virtual environments and the ability to handle multiple projects simultaneously is paramount. The engineer must have at least 4 years of experience in the design, build and support of Windows server operating system environments and at least 2 years in the design and build of VMWare virtualization environments.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Holds a current industry certification. Advanced degree desirable.

Helpdesk Manager
Experience: The contractor shall identify an SCI cleared Helpdesk Manager with experience in overseeing and supervising contract personnel on a Helpdesk. The Helpdesk Manager is responsible for managing time and attendance for helpdesk personnel, managing schedules for providing on-site, contract deliverables within the helpdesk and is a liaison to PM and GTMs on helpdesk and personnel issues. The Helpdesk manager shall ensure the quality of Helpdesk operation by developing comprehensive procedures, providing training to other Helpdesk staff, and working with users and customer to ensure the requirements are met. The helpdesk manager shall be capable of performing any and all functions performed on the Helpdesk. This individual shall prioritize workloads to meet targets and deadlines, support users in the areas of Windows desktop applications (MS Office, Adobe), Active Directory (re-setting passwords, enabling/disabling accounts, adding PCs to the domain), PCs, and printers. The Helpdesk manager shall perform multi domain system administrator functions, coordinate account transfers for DOS enterprise accounts, management of exchange mail distribution groups, running Windows toolkit for securely removing and moving documents between systems, managing the dissemination of blackberry phones, SCI controlled drives, and updating data bases for auditable tracking of internal resources. The Helpdesk manager will work with bureau stakeholders to ensure requests are performed properly and within target metrics. The manager further ensures issues are documented and coordinates with other IT groups when further technical assistance in required. The Helpdesk manager acts as the focal point for many bureau IT request and will be responsible for the scheduling, planning, and resource assignment of Helpdesk staff as it relates to projects.

Education: The Helpdesk manager should have at least 3 years of management experience and should have a minimum of 8 years of technical experience working in a helpdesk. The Helpdesk manager shall hold an IAT level 1 or current industry certification. In addition, a project management related certification is required.

Customer Support Specialist (Tier 3)
Experience:
The contractor shall identify four SCI cleared Customer Support Specialists (Tier 3) to provide senior technical helpdesk support. The Customer Support Specialist interfaces with users across multiple bureaus, often needing to assist high ranking Department officials. This position provides the highest level of customer support to include, but not limited to, office applications, client/server software, network devices (printers, scanners, phones), and in depth desktop troubleshooting. This position requires methodical troubleshooting, coordination, tracking and documenting through the bureau’s ticket system or the creation of SOPs where appropriate. A strong working knowledge of current Microsoft based desktop and server operating systems is required. Demonstrated knowledge in the methodical troubleshooting of services such as Active Directory, DNS, DHCP, PKI, VoIP, Print Management, and File/Share permissions, and the ability to perform root cause analysis is required. This position requires working knowledge of the setup, maintenance, and deployment of a desktop imaging solution to provision desktops as required across multiple networks. The ability to work cohesively in a high paced team environment while exercising proper time management and task prioritization is a must. This position requires the timely processing of data transfers across different classification domains while adhering to strict security procedures outlined in 12 FAM 623. This position is responsible for the monitoring of all INR networks and assisting in the timely resolution and remediation (to include iPost) of issues and vulnerabilities. The ability to quickly learn custom Department and IC applications is required, as is strict adherence to IC, DoD, and Department policies. This position requires the occasional lifting and/or move of up to 50 pounds or more.

Education: Requires at a minimum an AA degree or current Microsoft certification in addition to a current 8570 IAT level 1 certification. 6 years related IT experience is required (up to four years maybe be waived provided evidence of a IT related bachelor’s degree).

Customer Support Specialist (Tier 2)
Experience: The contractor shall identify four SCI cleared Customer Support Specialists (Tier 2) to provide technical helpdesk support. The Customer Support Specialist interfaces with users across multiple bureaus, often needing to assist high ranking Department officials. This position provides a high level of customer support to include, but not limited to, Office applications, client/server software, network devices (printers, scanners, phones), and general desktop troubleshooting. This position requires methodical troubleshooting, coordination, tracking and documenting through the bureau’s ticket system. A strong working knowledge of current Microsoft based desktop and server operating systems is required. Demonstrated knowledge in the methodical troubleshooting of services such as Active Directory, DNS, DHCP, PKI, VoIP, Print Management, and File/Share permissions is required. This position requires working knowledge of the setup, maintenance, and deployment of a desktop imaging solution to provision desktops as required across multiple networks. The ability to work cohesively in a high paced team environment while exercising proper time management and task prioritization is a must. This position requires the timely processing of data transfers across different classification domains while adhering to strict security procedures outlined in 12 FAM 623. This position is responsible for the monitoring of all INR networks and assisting in the timely resolution and remediation (to include iPost) of issues and vulnerabilities. The timely and courteous response to helpdesk calls and the ability to provide first call resolution or appropriately documenting and categorizing the request is required. The ability to quickly learn custom Department and IC applications is required, as is strict adherence to IC, DoD, and Department policies. This position requires the occasional lifting and/or move of up to 50 pounds or more.

Education:
Requires at a minimum an AA degree or current Microsoft certification. Additionally a current 8570 IAT level 1 certification is required. 6 years related IT experience is required (up to four years maybe be waived provided evidence of a IT related bachelor’s degree).

Asset Manager
Experience: The contractor shall identify a SCI cleared Asset Manager to provide asset management and technical helpdesk support. The Asset Manager interfaces with multiple levels of users, management, and technical staff. The Asset Manager provides a high level of asset management and customer service support for office automation applications, Server/client, workstations, printers and other equipment. Manager is responsible for accurately documenting and reporting problems in the ILMS asset management system. A strong knowledge of Microsoft based operating systems with an emphasis on Windows 7 experience using the manager monitors aspects of the bureau’s entire Information Technology infrastructure and assets. The specialist monitors the data derived directly from Enterprise-level tool suites already used by the Department, such as Altiris asset management, to collect and monitor Asset data. The specialist applies patches and/or makes systems changes to comply with department standards. The manager must be capable of providing support to a custom developed Asset management system. Report and document receipt, changes, maintenance, transfer, loss, loan, theft, disposal, missing, destruction of or damage to all nonexpendable property assigned to INR. Manager participates in annual inventory, update location codes to confirm all are correctly marked, ensure bar codes and serial numbers can be read, and assist in identifying and removing excessed items.

Duties: Report and document receipt, changes, maintenance, transfer, loss, loan, theft, disposal, missing, destruction of or damage to all nonexpendable property assigned to INR, Participate in annual inventory, Update location codes to confirm all are correctly marked, Ensure bar codes and serial numbers can be read, and Assist in identifying and removing excessed items
Knowledge required (or ability to quickly learn): Inventory management and control, Acquisition processes, automated records and control systems, Storage, issuance, and disposal processes, and Asset Management system (ILMS)
Training: ILMS AM Property Reconciliation, ILMS AM Basic Property Recordkeeping, ILMS AM Excess Property Custodial Officer, and Other training TBD.

Helpdesk Technical Lead
Experience: The contractor shall identify an SCI cleared Helpdesk Technical Lead with experience in overseeing and supervising contract personnel on a Helpdesk. The Helpdesk Technical Lead is responsible for assisting the Helpdesk manager with managerial duties and acting in place of the Helpdesk Manager in their absence. The Helpdesk Technical Lead ensures the Helpdesk is managed 24/7/365 and that after hour’s tasks are assigned and accomplished in a timely manner. As a technical lead, this positon works directly with Helpdesk technicians and provides technical guidance and aids in the resolution of more complex IT related issues. This position serves as an escalation point and bridge for other business units (such as engineering, development team).

This position requires methodical troubleshooting, coordination, tracking and documenting through the bureau’s ticket system. A strong working knowledge of current Microsoft based desktop and server operating systems is required. Demonstrated knowledge in the methodical troubleshooting of services such as Active Directory, DNS, DHCP, PKI, VoIP, Print Management, and File/Share permissions is required. This position requires working knowledge of the setup, maintenance, and deployment of a desktop imaging solution to provision desktops as required across multiple networks.

Education: Requires at a minimum an AA degree or current Microsoft certification. Additionally a current 8570 IAT level 1 certification is required. The Helpdesk Technical Lead should have at least 1 years of management experience and should have a minimum of 8 years of technical experience working in a helpdesk.

Technical Writer
Experience: The contractor shall identify one SCI cleared Technical Writer. This individual will perform as the single POC in the technical review and edit/formatting of test plans, test reports/ SOP’s and other associated documentation as required. Work closely with the security, engineering and Sys Admins to review, update, archive and maintain all Standard Operating Procedures (SOP’s) of all project related documentation (i.e. Form creations, Templates). Work collaboratively with the engineering team and support staff to identify process improvements and increased efficiency for product delivery to the customer. The ability to formulate standardization for all documentation. Individual will maintain, update and enhance the Sharepoint site for a better collaborative use.
Education: Requires Bachelor’s degree and a minimum of 5 years of technical writing experience supporting technical personnel. Proficient with current Microsoft Office applications like Project, Outlook, Word, Excel, PowerPoint, Visio, Adobe and SharePoint.

Configuration Manager/Specialist
Experience: The contractor shall identify one SCI cleared Configuration Manager to provide Configuration Management Support. The Software Configuration Manager is responsible for the design, implementation, maintenance, and documentation of the build system supporting deliveries for .NET MVC, SharePoint, Database, Office Macros and Templates, PowerShell scripts, Test plans/scripts, and Windows Policies. The Manager will also be expected to work closely with the Engineers and Software Developers to create the build and deployment process. Create, facilitate and develop end user acceptance testing plans according to the documented business, functional and technical requirements and process design documents necessary to meet business process and technology requirements.
Maintain the integrity of the build systems and support the system lifecycle including coordinating with engineers and developers during OS / TFS upgrades. Coordinate build schedules with development, engineering, and helpdesk, and IT management. May require occasional work outside of regular business hours for maintenance or to resolve build issues. Thorough understanding of best practices for SCM: in particular branching, merging and labeling techniques for major and minor / patch releases. Develop software and technology requirement specification documents, as required. Liaise with the Service Transition Process Owners, Process Managers, IT and Business Staff throughout Process Analysis, Design, Development, Testing and Implementation for Service Transition process improvements.
Good oral and written communication skills required for interacting with cross-functional project teams including Software Development, Systems Engineering, Security, and HelpDesk/Operations. Clear understanding of Team Foundation Services, Remedy and/or Clearquest.

Education: A bachelor’s degree from an accredited university with a minimum of 6-10 years of relevant experience. Current IAT lvl I Certification to start. One of the following certifications must be obtained within 180 days of start date: BMC Atrium CMDB Foundation Training OR BMC Atrium CMDB Configuration Managers Training.

Alternate Information System Security Officer (AISSO)
Experience: The contractor shall identify one SCI cleared Alternate Information System Security Officer to provide information security support. The AISSO will apply a full range of Information Assurance (IA) policies, principals and techniques to maintain the confidentiality, integrity and availability of INR’s information systems processing classified and unclassified information. Maintain records on all hardware and software to include system upgrades. Will prepare and maintain security compliance assessment and authorization documentation: document security controls, system vulnerabilities, compliance gaps, and risk remediation activities by collecting, analyzing, and reporting information using automated information security compliance and risk management systems using ICD, NIST, STIGs, and Security Content Automation Protocol (SCAP) Compliance Checker. Individual will maintain all user accounts created, changed, deleted and ensure accesses are still necessary. Individual will work with other DoS entities when assisting, monitoring and ensuring classified spillage is properly cleaned up. Must possess experience in creating, updating and validating risks that are formally documented in a Plan of Action & Milestones (POA&M) report. Familiarity with other industry vulnerability and compliance scanners (i.e. database, websites). Prior experience using XACTA. Additional security duties assigned by the ISSM.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Advanced degree desirable, with a minimum of 6 years of relevant experience within the IC or DOD community. Current DoD 8140 IAT III compliant certification

Security Engineer
Experience: The contractor shall identify one SCI cleared Security Engineer to assist the ISSM as the Information System Security Engineer (ISSE) providing security support for INR. The ISSE will work closely with Development, Systems and Network engineers by providing security guidance on all projects. Must possess experience in performing administration, review, and recommendations for enterprise Security technologies including firewalls, routers, VPN devices, IDS sensors, Proxy servers, PKI, Workstations, Servers, Printers, Backup technology, Windows OS and LINUX. Strong experience with GPO validation, management, implementation and thorough knowledge of Windows Sysvol. Must have experience in performing and explaining technical policy and standards as a subject matter expert. Must possess Power shell scripting capabilities and maintain INR’s backup system. Which includes configuring, testing, and maintaining.

Education: BA or BS in Computer Science, Management Information Systems, or related field. Advanced degree desirable, with a minimum of 10 years of relevant experience within the IC or DOD community. Current DoD 8140 IAT III compliant certification and another current or past Industry certification (i.e. Microsoft, CISCO, CEH)

 

Section 3: Questions / Suggestions

The Department of State is always looking for more innovative ways to address our requirements. To that end, we request that along with your submission you include any questions or suggestions that may benefit the program moving forward. There is no guarantee that the Department will utilize any of the suggestions/ideas, however, we appreciate any information based on best practices for similar work. 

 

 

 

 

 

Response Date:
050318

Sol Number:
19AQMM18N0048