Help Desk IT Operations, and Information Assurance Services

Agency: DEPT OF DEFENSE
State: Texas
Type of Government: Federal
Category:
  • A - Research and development
  • D - Automatic Data Processing and Telecommunication Services
  • R - Professional, Administrative and Management Support Services
Posted: Nov 19, 2020
Due: Dec 4, 2020
Solicitation No: W9124J-21-R-HELP
Publication URL: To access bid details, please log in.
Help Desk IT Operations, and Information Assurance Services
Active
Contract Opportunity
Notice ID
W9124J-21-R-HELP
Related Notice
Department/Ind. Agency
DEPT OF DEFENSE
Sub-tier
DEPT OF THE ARMY
Major Command
AMC
Sub Command
ACC
Sub Command 2
MISSION & INSTALLATION CONTRACTING COMMAND
Sub Command 3
FDO SAM HOUSTON
Office
W6QM MICC-FDO FT SAM HOUSTON
General Information View Changes
  • Contract Opportunity Type: Sources Sought (Updated)
  • All Dates/Times are: (UTC-06:00) CENTRAL STANDARD TIME, CHICAGO, USA
  • Updated Published Date: Nov 19, 2020 03:07 pm CST
  • Original Published Date: Nov 18, 2020 01:56 pm CST
  • Updated Response Date: Dec 04, 2020 12:00 pm CST
  • Original Response Date: Dec 04, 2020 12:00 pm CST
  • Inactive Policy: 15 days after response date
  • Updated Inactive Date: Dec 19, 2020
  • Original Inactive Date: Dec 19, 2020
  • Initiative:
    • None
Classification
  • Original Set Aside: 8(a) Set-Aside (FAR 19.8)
  • Product Service Code:
  • NAICS Code: 541513 - Computer Facilities Management Services
  • Place of Performance:
    JBSA Ft Sam Houston , TX 78234
    USA
Description

The first ARNORTH requirement is for an ITIL®-aligned (or equivalent), Tier 1 Service Desk / Help Desk. The Tier 1 Help Desk provides local desktop support to approximately 900 users operating approximately 1,200 NIPRNET Computers, , 65 multi-function devices, and various other endpoints. The Help Desk provides telephonic support to approximately 300 forward stationed users at various locations throughout the United States. The contractor shall provide capability so that the Help Desk can operate 13 hours a day during duty days and 8 hours a day on Saturdays. The Contractor shall support surge requirements of 24 hours a day, 7 days a week during key exercises or real world events with either supplemental staffing or government coordinated overtime solutions.

The second ARNORTH requirement is for an ITIL®-aligned (or equivalent), Tier 2 Network Operations. The Tier 2 Operations monitors and maintains the ARNORTH Non-Secure IP Router Network (NIPRNET), a tactical Secure IP Router Network (SIPRNET), and any cloud-based instances using government-provided tools. Tier 2 also provides technical reporting functions in accordance with applicable Standing Operating Procedures (SOP) and Knowledge Management (KM) plans. The government will provide one COR dedicated to Tier 2 Operations. The contractor shall provide capability so that the Tier 2 Desk can operate 11.5 hours a day during normal duty days. The Contractor shall support surge requirements of 24 hours a day, 7 days a week during key exercises or real world events with either supplemental staffing or government coordinated overtime solutions.

The third ARNORTH requirement is for an ITIL®-aligned (or equivalent) Tier 3 Technical Management during normal duty days. The Tier 3 Technical Management Team provides configuration and life cycle management of the NIPRNET, tactical SIPRNET, and cloud services, as well as planning and fielding new IT initiatives. The contractor shall provide capability so that the Tier 3 Desk can operate 11.5 hours a day during normal duty days (Monday-Friday less Federal holidays). Contractor employees shall have a broad technical understanding of the relationships of computer hardware, software, and information systems in a premises, hybrid, private cloud, and public cloud environments. The knowledge required includes, but is not limited to, virtual environment, operating systems, programming techniques, databases, Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS), wired and wireless networking, and software functionality. The Contractor shall support surge requirements of 24 hours a day, 7 days a week during key exercises or real world events with either supplemental staffing or government coordinated overtime solutions.

The fourth ARNORTH requirement is for a Cybersecurity (CS) support operation during normal duty days. Contractor employees shall have a broad technical understanding of cybersecurity in premises, hybrid, private cloud, and public cloud environments, as well as the Risk Management Framework (RMF) and Enterprise Mission Assurance Support Services (eMASS) processes. The contractor shall provide the ability to operate the Cybersecurity Desk 11.5 hours a day during normal duty days (Monday- Friday less Federal holidays). The Contractor shall support surge requirements of 24 hours a day, 7 days a week during key exercises or real world events with either supplemental staffing or government coordinated overtime solutions.

Contractor and sub-contractor employees shall have a broad technical understanding of the information technology (IT) relationships to execute Cybersecurity and network security processes and programs. Contractor employees shall be able to detect and take immediate corrective action for network vulnerabilities and intrusions. The Contractor shall support surge requirements of 24 hours a day, 7 days a week during key exercises or real world events with either supplemental staffing or government coordinated overtime solutions.

Attachments/Links
Contact Information
Contracting Office Address
  • MICC FSH OFFICE OF THE DIRECTOR 2205 INFANTRY POST ROAD BLDG 603
  • FORT SAM HOUSTON , TX 78234-1361
  • USA
Primary Point of Contact
Secondary Point of Contact
History

Related Document

Nov 18, 2020[Sources Sought (Original)] Help Desk IT Operations, and Information Assurance Services
Daily notification on new contract opportunities

With GovernmentContracts, you can:

  • Find more opportunities and win more business
  • Receive daily alerts for all new bid opportunities
  • Get contract opportunities matched to your business
ONE WEEK FREE TRIAL

See also

rfp title posted deadline Restaurant, Food and Catering Vendors RFP# PURCH 1819-1 08/06/20

Aldine School District

Bid Due: 6/30/2021

rfp title posted deadline Travel and Tour Services RFP# PURCH 1819-42 08/06/20 06/30/21

Aldine School District

Bid Due: 6/30/2021

RFP # 21-05 Special Education Services June 30, 2023

Seguin Independent School District

Bid Due: 6/30/2023

Bid Number Bid Title Addenda Closing Date Closing Time 1920-015-2025 "ONLINE BID" Retail/General

Eagle Mountain-Saginaw Independent School District (EMS ISD)

Bid Due: 6/30/2021

* Disclaimer: Information regarding bids, requests for proposals (RFPs), or requests for qualifications (RFQs) is provided on this website only as a convenience and does not constitute official public notice. Persons wishing to respond to or inquire about bids, RFPs, or RFQs should contact the appropriate government department.