Notice ID: FA301625F0005
The contractor shall be responsible for the administration and technical support of IT equipment on the unclassified and classified Air Force enterprise network and commercial networks, audio & video teleconferencing systems, as well as manage the Unit Software License Management program and IT Asset Management program for the assigned HQ AETC units/directorates.
- Provide on-site technical and business IT support services relating to the computing and network needs for users …
- Provide customer service through assessing trouble calls, emails, and ticketing systems to include maintaining problem resolution at the lowest level.
- Provide end user support for AF-procured/authorized hardware, operating system software and applications, and ensure workstations and mobile devices are operational. Government owned mobile devices include laptops, tablets, personal digital assistants, cell phones, and wireless hotspots. The contractor shall limit end user support to device software and configuration only. The contractor shall ensure workstations and mobile device environments are in either of three (3) states: operational, being serviced, or an external trouble ticket was opened for problem resolution.
- Track and process internal trouble tickets submitted by end users using the current Air Force ticketing system. Trouble tickets submitted to the contractor shall be assessed within four (4) duty hours after notification. Trouble tickets within the contractor’s area of responsibility shall be resolved within …
- The contractor shall submit an external trouble ticket to the Air Force Enterprise Service Desk’s Remedy trouble ticket system for any trouble tickets received that are outside the contractor’s area of responsibility. Trouble tickets submitted to the contractor shall be assessed within four (4) duty hours after notification. Provide updates to the customer on a weekly basis until ticket resolution …
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