Navy RFI: FY25 Commander Navy Installations Command (CNIC) HQ Tier II IT Support

Notice ID:  none posted

To sustain CNIC’s program efficiently and effectively, CNIC requires a contractor to provide managed IT support services to assist the Commander Navy Installations Command (CNIC) located in the Navy District Washington (NDW), Washington, DC. CNIC’s mission is to provide consistent, effective, and efficient shore installation services and support to sustain and improve current and future Fleet readiness and mission execution. The CNIC Command Information Officer (CIO) has the requirement to ensure that all CNIC personnel have the capability to execute their functions in an IT environment that includes competent and reliable processing and communications capabilities. To do so, the CNIC CIO must provide their personnel with high quality IT End-User Help Desk Support.

In order to meet the CNIC’s missions and objectives in a timely manner and with an efficient process, the CNIC CIO has elected contract support to meet these requirements. Contractor will also provide managed IT support services to assist in developing and/or analyzing policies, programmatic, tools, operations, and the culture of the Navy’s NMCI/NGEN/OCONUS Naval Enterprise Network (ONE NET) program as directed by the Navy Enterprise Network (PM NEN) Program office.

CNIC requires IT services (voice, data, and VTC) for hardware and software to support all IT equipment, to include Personal Computers (PCs) both laptops and desktops, printers, video teleconferencing (VTC) units, Mobile Hotspots and Smartphones.

Installation, maintenance, and troubleshooting support shall be required for approximately 30 desktop computers, 800 laptop computers, 55 printers and 500 peripheral and IT related pieces of equipment to include monitors, keyboards, printers, plotters, scanners, external hard drives. IT equipment supported may increase or decrease depending on mission requirements.

CNIC N65 HQ Managed IT Services branch requires wireless service program analysis support to assist the government lead in analyzing, validation and reconciliation of cellular and wireless device monthly reports to ensure up-to-date, inventory accuracy, and prevent unnecessary programmatic changes. Analyze, facilitate and communicate N6 intentions regarding line of service modifications, upgrades and other impacts to the program. Support established DON CIO policies and directives for mobile devices and DON wireless regulations as outlined by DON CIO and SECNAV directives. The centrally managed CNIC NMCI NGEN Program consists of approximately 23,650 NMCI seats and services and over 32,107 accounts in CONUS, and another 11,459 seats OCONUS on NGEN ONE Net network.

CNIC HQ provides onsite and remote IT support to approximately 800 federal Government employees and contractors and provides dissemination and tracking of IT policy updates. The computing environment consists of a population of Windows WIN10 PCs the majority being laptops. The primary objective is to provide outstanding end user support to the approximately 800 personnel in the CNIC Washington, DC user community. The primary emphasis of this task includes:

• The IT Tier II help-desk customer assistance team will be responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of the first level customer service representation. The IT Tier II help-desk customer assistance team will be responsible for problem resolution for voice, data, and VTC systems.
• Improving customer efficiency by maximizing the effectiveness of their IT usage and minimizing their IT down-time.
• Implementing and managing a problem tracking system.
• Facilitating problem resolution with third parties.
• Developing Standard Operating Procedures and other IT related documentation.

Contractor will provide support for CNIC wireless services and associated areas of responsibilities for the enterprise wireless mobility program as follows:

• Support the program manager in analyzing requirements and necessary multiple wireless and cell phone task orders supporting the CNIC enterprise.
• Provide technical service and equipment management to support various wireless devices. Monitor adherence to current and future mobile phone policies and directives, and communicate these policies and directives throughout CNIC enterprise.
• Monitor device usage and assist with any device policy compliance updates across the CNIC enterprise.
• Provide assistance to government customers in the placement of orders consistent with policy and budget, communicating program guidance to Regional CIO staffs and end users for the management of their local cell phone programs, troubleshooting and program resolution, and supporting special requirements as approved by wireless service program manager.
• Support wireless services program policy changes, new communications initiatives, asset tracking and inventory management, files and reports with CNIC Regional CIOs.
• Develop/consolidate inputs for CNIC CIO briefings. Articulate N6 wireless services mission and capabilities.
• Provide NMCI and Flank Speed 0365 initiatives analysis and troubleshooting support for Smartphones and associated Microsoft INTUNE and DISA PUREBRED software tools, and other mobile wireless devices, track and maintain billing and asset management via CNIC G2 portal.
• To sustain CNIC’s NMCI Next Generation Enterprise Network program efficiently and effectively, CNIC requires that a contractor provide professional support services to assist in developing and/or analyzing policies, programmatic, tools, operations, and the culture of the Navy’s NMC/NGEN and ONE Net program …

The base period of performance is one year (365 days) with four option years.

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