Notice ID: 140P2124Q0324
The overall objective is to provide for a highly robust IT technical support organization in the NPS, IR NITC made up of a wide variety of technically skilled personnel that is not only skilled enough to address (or make recommendations to address) the most complex technical issues, concerns, and problems, but also agile enough to be able to adjust, adapt and retool quickly in an environment of rapid technological change.
The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the NITC NPS information systems within the DOI NPS infrastructure architecture, through engineering, systems administration, and Tier 1,2 and 3 support services. The Contractor shall:
- Acknowledge and respond to Tier 1, 2 and 3 services requests using the NPS approved Information Technology Service Management System (ITSM) solution.
- Resolve and document the service provided and issue resolution of the service request within the ITSM.
- Provide Tier 1,2 and 3 technical hardware configuration and/or operating systems infrastructure support and consultation to NPS system owners and developers.
- Resolve High Availability Cluster Multiprocessing (HACMP), OS and interoperability issues, and as necessary, co-ordinate with hardware or software vendors.
- Conduct analysis and develop key performance indicators for NPS Washington Area Support Office (WASO) Service Desk services to support continuous improvement.
- Conduct analysis and develop performance indicators for NPS Data Center hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement.
- Conduct analysis and develop performance indicators for NPS Telecommunications Voice and Video hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement.
- Ensure hardware and software are consistently operational and disaster recovery plans are continuously available and current for immediate implementation and in compliance with security policy.
- Collaborate on new technologies, priorities and deployments of new NPS system applications/hardware, Disaster Recovery, Continuous Diagnostics and Mitigation (CDM) and Hybrid Cloud Service Management …
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