Notice ID: 832268923-2
DISA J6 Endpoint and Global Service Center is seeking information from potential sources for Service Desk Management and support to include Tier I – Call Center, Tier II – Deskside and Remote, and Very Important Person (VIP); End User Account management; Unclassified and Classified Mobile; Boards, Commissions, and Task Force /Operational Service Request; Macintosh; Continuity Of Operations (COOP); Assistive Technology Support for Users with Disabilities; Software Asset Management (Optional); and Customer Engagement.
Contract/Incumbent Information:
Contract Number: HC102824F0386
Contract Vehicle: General Services Administration (GSA) Multiple Award Schedule (MAS)
Incumbent and their size: NCI Information Systems, Inc. dba Empower AI (Large Business)
Method of previous acquisition: Direct Award/Sole Source
Period of performance: March 30, 2024 – December 29, 2024
Contract Number: HQ003419F0136
Contract Vehicle: GSA Information Technology (IT) Schedule 70
Incumbent and their size: NCI Information Systems, Inc. dba Empower AI (Large Business)
Method of previous acquisition: Full and Open Competition
Period of performance: September 30, 2019 – March 29, 2024
REQUIREMENTS:
The Service Delivery contract is a large and technically complex requirement that will require a skilled and varied contractor team. The ability to fully staff throughout the life of the contract with qualified employees, technical expertise, and security clearances, up to the Top Secret/Sensitive Compartmented Information (SCI) level, will be instrumental to successful performance …
The Service Desk Management function includes the oversight of performance that is inclusive of all task areas of the Service Delivery requirement, with an emphasis on successfully resolving incident tickets and aging tickets …
The J6 EndPoint and Global Service Center’s VIP Team provides dedicated IT support to VIP personnel located within National Capital Region locations and other off-site locations (e.g., private quarters/residential in the CONUS, including COOP and telework locations). J6 VIP provides support to General Officers, Senior Executive Service, Presidentially Appointed and Senate-Confirmed individuals, and their designated “plus one.” For J6 VIPs critical incidents shall be resolved within two business hours …
The Unclassified Mobile team is responsible for all aspects of the mobile device to include provisioning, restoral, user accounts, and lifecycle replacement. The team currently supports approximately 12,000 iPads/iPhones, 350 Androids devices, 500 Mobile Hotspot devices, and 200 Subscriber Identity Module-only cell phones. The Unclassified Mobile team averages 2,400 transactions each month …
SPECIAL REQUIREMENTS:
Up to a Top-Secret SCI Facility Clearance is required for the Service Delivery contract. Please provide your current Facility Clearance level.
The IT work to be performed under the Service Delivery contract is up to and including the Top-Secret U.S. Government SCI level and Special Access Programs and up to and including positions requiring elevated system access.
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