SMART-T Helpdesk Support

This is a request for information. There is no solicitation available at this time. ACC-APG is seeking to identify potential sources who have the capability and experience to provide the help desk support for the Advanced Extremely High Frequency (AEHF) Secure, Mobile, Anti-Jam, Reliable, Tactical-Terminal (SMART-T). SMART-T Overview: The Advanced Extremely High Frequency (AEHF) Secure, Mobile, Anti-Jam, Reliable, Tactical-Terminal (SMART-T), AN/TSC-154A, is the Army's only anti-jam, low probability of intercept, low probability of detection and nuclear electro-magnetic pulse (EMP) survivable worldwide satellite communication capability. It provides range extension to the Army's current and future tactical communications networks. The SMART-T processes data and voice communications at low, medium, and extended data rates. The AEHF SMART-T operates with MILSTAR/AEHF satellite constellation-compatible communications payloads. The terminal is transportable, palletized, and integrated into a High Mobility Multi-Purpose Wheeled Vehicle (HMMWV). 391 SMART-Ts are fielded to the Army, USAF, USMC, Special Users, Canada and the Netherlands. Key Help Desk Team Member Skills: - Ability to provide timely solutions for problems and calls for help from SMART-T users and maintainers - Ability to communicate with SMART-T users and maintainers to capture, document, and convey details of reported problems and needs for help to formulate a solution and in turn guide the user/maintainer through the resolution - Capable of applying troubleshooting techniques to formulate solutions to problems not resolvable by users or maintainers in the field, including the ability to interpret system drawings and interface documents to identify problems not isolated by SMART-T Built In Test (BIT) or system alert messages - Self-motivated to execute tasks in between help desk calls - Experience with operations and maintenance of SMART-T or other SATCOM terminals - Understanding of the physical security and handling of cryptographic and COMSEC material - Understanding of cryptographic key management, COMSEC encryption devices, and router based communications SMART-T Maintenance Strategy: - The Army maintenance concept is consistent with AR 750-1, Army Materiel Maintenance Policy. A two-level maintenance structure is the framework for AEHF SMART-T hardware maintenance. - Operator maintenance is performed by the Military Occupational Specialty (MOS) 25Q, "Multichannel Transmission Systems Operator-Maintainer" in accordance with (IAW) TM 11-5895-1881-10 and includes the following tasks: o Scheduled maintenance checks and services. o Fault isolation to defective Circuit Card Assembly (CCA) or Line Replaceable Unit (LRU) through the use of Built-in Test (BIT). o Repair of the system occurs by the replacement of defective CCAs, LRUs, and faulty cables that are easy to remove and replace using common tools. o The SMART-T operator maintains the SMART-T unique generator by performing Preventative Maintenance Checks and Services (PMCS). - Field maintenance is performed by MOS 25Q IAW TM 11-5895-1881-23 and 23P and includes the following tasks: o Use common Test, Measurement, and Diagnostic Equipment (TMDE) with approved Army Technical Manuals (TMs) and troubleshooting procedures, perform isolation of faulty component assemblies, wiring harness, chassis, and subassemblies not readily identified by BIT. o Use BIT to isolate faults and then repair through replacement where replacement tasks exceed the Mean Time to Repair (MTTR) constraints at the organizational level. o Repair by replacement of major assemblies and sub-assemblies, including installation and replacement of CCAs and LRUs. o The MOS 52D, "Power Generator Equipment Repairer" will perform field maintenance of the SMART-T unique generator IAW TM 11-6115-747-13 and 23P. - Depot Level Maintenance is being established at the Tobyhanna Army Depot (TYAD) for designated LRUs and the Key Load Initialization Facility (KLIF). - The Heavy HMMWV is a standard Army inventory vehicle with an established maintenance concept and structure that is already in place. SMART-T Software Support: Raytheon performs software support to include corrective maintenance (i.e., defect correction) under the terms of the SMART-T system warranty coverage. Raytheon also performs software product improvements and other changes (e.g., requested enhancements and adaptations) through the engineering change process implemented by Product Manager (PdM) SATCOM. Raytheon will continue to provide software Configuration Management (CM) and sustainment. The Communications-Electronics Command's (CECOM's) Software Engineering Center will perform software sustainment management for the system under Post Production Software Support. Hardware Supply Support: The AEHF SMART-T supply support concept for spare and repair parts is as follows: - The CECOM National Inventory Control Point is the Primary Inventory Control Activity and is responsible for all cataloging activity using the Defense Logistics Information Service (DLIS). - Supply support will occur through military channels IAW the Military Standard Requisitioning and Issue Procedures system. - The CECOM Integrated Logistics Support Center manages unique SMART-T items, while the Defense Logistics Agency manages common consumables. - The SMART-T Provisioning Bills of Material contain the spares, repair parts, and attaching hardware necessary to accomplish all maintenance as defined in the Maintenance Allocation Chart for the SMART-T system and generator. SMART-T Help Desk Staffing: - Option #1: A manned help desk is required 7 days a week, 0600 to 2200 (EST) consisting of two shifts with a minimum of 5 personnel per shift along with on-call support outside the manned window. Place of performance is Aberdeen Proving Ground, MD. - Option #2: A manned help desk is required 7 days per week, 24 hours per day with a minimum of 5 personnel during the 1st and 2nd shifts and 1 person for the 3rd shift. Place of performance is Aberdeen Proving Ground, MD. Position Requirements: - Secret Clearance - Permanent, Full-Time Position - Individuals will remain within their current organization if selected - Work as a member of a 24/7 help desk team - Typical 8 hour work shift; however, irregular work hours, shift work, nights and weekends may be required Response Requirements: The below information is required to be submitted with your response: 1. General Supplier Information: Business Name: ____________________________________________________ Address: __________________________________________________________ Phone: _____________________________ FAX: ______________________________ Point of Contact: ___________________________________________________ E-Mail Address: ____________________________________________________ CAGE: __________________ DUNs Number: ______________________ Business Type (check all that apply): * 8(a) _____ * Disabled Veteran ______ * HUB Zone ______ * Large Business _____ * Minority Owned _______ * Small Business ______ * Small-Disadvantaged ______ * Women-Owned _____ -Provide a contractor capability statement not to exceed 3 pages regarding your ability to provide staff for the SMART-T Help Desk requirement -Provide a minimum of 2 resumes as verification of ability to hire qualified personnel -Provide a ROM based on 1 year of support with 4 option years. Interested parties shall submit responses electronically to Matthew Marx, matthew.r.marx.civ@mail.mil and Jamie MacGillis, jamie.e.macgillis.civ@mail.mil Response due 3:00 PM EST Tuesday 17 October 2017.