Help Desk IT Operations, and Information Assurance Services

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.