Remote Help Desk Specialists I

Candidates Request Form 1 Job Title Remote Help Desk Specialists I 2 Client Company / Dept. Name The Naval Postgraduate School (NPS) 3 ddress City Name Monterey State Name CA-Californi Zip Code If others (Address) 6 Duration of the project Project Start Date Sep 17 2023 Project End Date Sep 16 2024 Due date for Resume submission Jul 05 2023 7 No. of Openings 1 No. of Maximum Submissions 4 8 Job Description 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. 9 Skill set info 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. 10 Education 11 Certifications (if required) 12 Documentation Required for submission Security Requirements :

1. Contractor Key Personnel must be U.S. Citizens.

2. 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. The contractor may not publicly release any information about developmental work or curriculum at NPS without prior written approval from the Principal Investigator (PI).

3. 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. 13 Work Hours The Contractor shall provide services during normal working hours excluding federal holidays. Normal working hours are 0700-1700 Pacific Time, Monday through Friday, unless requirements dictate otherwise. Exceptions can be permitted by the COR upon request and at the COR's discretion. 14 ccount Manager Name (Proposal Team) Manish Sharm 15 Work authorization required US Citizen Only 16 Relocation is accepted N / 17 Remote work Yes 18 dditional Notes if any The contract shall be performed at the contractor's place of business.