Computer Help Desk Support Services USNH Yokosuka Branch Health Clinic Atsugi

Information Technology Customer Support.

The Contractor shall manage Tier 1 and 2 IT Help Desk functions, assisting the IM/IT Assistant Department Head by assuring smooth integration of services to support all local and server-based Information Technology (IT) hardware and software in the Command. Contractor shall receive technical assistance request calls via telephone, electronic mail, paper mail, facsimile, and in-person requests. Contractor shall screen, analyze and resolve a variety of hardware and software problems and other system user requests, and assist users in overcoming functional problems by providing diagnostic assistance including, but not limited to: resolving hardware, software and network problems, analyzing user permissions, utilizing Active Directory for user access and security group management, print server management, peripheral install and configuration, basic network cabling and troubleshooting, and training users on IT best practices. Contractor shall move user computers as requested by users and as directed by the Chief Information Officer in the effective execution of equipment life cycle management.  Life cycle management includes receipt, deployment, inventory management, and disposal of equipment. Contractor may, on occasion, be required to drive government vehicles on and between bases in the performance of duties. Contractor shall carefully record and document all technical assistance requests, producing and maintaining regular historical reports of department workload.

System Administration Support.

The Contractor shall provide as needed support to U.S. Naval Hospital (USNH) Yokosuka system administrators for all clinical and business information systems utilized in the hospital for trouble ticket support, system upgrades, and system deactivations / replacements. The Contractor will serve as a liaison between USNH Yokosuka users, and IT system administrators and the Information Assurance Manager. Upon receiving technical assistance request calls for information systems, contractor shall work under the direction of the relevant USNH system administrator to screen, analyze, and ultimately restore functionality to the affected system. The Contractor shall also detect and report any abuse of information systems by users, and re-direct assistance requests to proper system specialists, network and database administrators, Information System Security Manager (ISSM), training coordinators as applicable, and shall assist in major software installations and upgrades.

Accounts Management.

The Contractor shall provide new accounts, Manage and Support creation of, transition in, and transition out of enclave customers to the Navy Medicine or Medical Joint Active Directory Domains.

The Contractor work with the command’s Security Manager to ensure staff are only provided access for the duration of their employment within the enclave and for the length that they possess a valid security clearance that meets the minimum access requirements for their work in accordance with work assignments and as outlined in DoD 5200.2-R and DHA PI 8140.01.

The Contractor shall manage the file repository of all network account holders in accordance with the retention periods outlined in SECNAV M5210.1

The Contractor shall function as single point of contact and liaison between enclave users and IMD System Administrators for account requests to clinical and business systems and programs of record.

The Contractor shall manage enclave user details in the Defense Enterprise Email (DEE) management system, the Defense Enterprise Provisioning Online (DEPO).

The Contractor shall, where outfitted, conduct CAC unlocks using GFE systems in instances where enclave users lock their CAC and cannot access their network accounts.

IMD Process Improvement.

The Contractor shall provide weekly value-added activities in direct support of the continuous process improvement (CPI) model that underpins high reliability organizations.

The Contractor shall author, amend, update, and archive knowledge base articles for the use of enclave users as well as in support of Tier 1 and Tier 2 technicians. All knowledge base articles, user guides, or similar standard operating procedure documents shall be meet the intent of the Plain Writing Act of 2010 and be written at the 9th grade reading level and minimize technical jargon and terms where possible. The Contractor shall participate in weekly meetings directly supporting CPI activities that are tied to IMD functions in support of the enclave.

The Contractor shall actively participate as a team member in CPI initiatives and projects as assigned by the Contracting Officer Representative (COR) Performance goals for this task are as follows: Author, amend, or update at least 4 knowledge base articles or similar artifacts per month. Participate as an active team member of a chartered CPI project in at least 1 CPI project per month.