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2024-0132 L1 Support for Service Desk and Helpdesk

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Job DescriptionJob Description:

Deadline Date: Friday 12 July 2024 Requirement: Service Desk and Helpdesk Technician (L1 Support) Location: Norfolk, VA, US Full Time On-Site: Yes Period of Performance: 2024 BASE: Contract period should not start later than 26 August 2024 until 31 December 2024, with the possibility to exercise following options: 2025 Option: 1 January 2025 until 31 December 2025 2026 Option: 1 January 2026 until 31 December 2026 2027 Option: 1 January 2027 until 31 December 2027 2028 Option: 1 January 2028 until 31 December 2028 Required Security Clearance: NATO SECRET 1 INTRODUCTION Based in Norfolk, Virginia, USA the NCI Agency is looking for a Service Desk and Helpdesk Technician (L1 Support) - On-site, supporting the journey to support NATO’s modernisation of IT services, leveraging the public cloud (Microsoft 365 and Intune), delivering managed, protected, security-centric and reliable End User Services. Supreme Allied Commander Transformation (SACT) Norfolk: SACT Norfolk is dedicated to transforming and modernizing NATO's military capabilities to address evolving security challenges. This command leads NATO's efforts in innovation, capability development, and strategic transformation, ensuring the alliance's operational readiness and effectiveness. Joint Force Command (JFC) Norfolk: JFC Norfolk is responsible for ensuring the security of the North Atlantic and coordinating joint military operations across the region. This command plays a crucial role in maintaining transatlantic security and readiness by planning and executing joint and combined operations to protect NATO's interests. NCI Agency – Cloud Centre of Excellence (CCoE): The NCI Agency is dedicated to providing advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies. The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility. 2 OBJECTIVES The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge. The objective of this statement of work is to establish a support and operating model for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services. 3 SCOPE OF WORK Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the Service Desk and Helpdesk Technician (Level 1 Support) will be supporting the following activities: 1) End-User Device Support: a) Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune. b) Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users. 2) Microsoft 365 Services Support: a) Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business. b) Assist users with M365 collaboration tools, ensuring efficient use and problem resolution. 3) Remote Assistance: a) Use remote help tools to provide support and troubleshooting for remote users. b) Guide users through problem-solving processes remotely, ensuring clear communication and resolution. 4) Password Resets and Account Management: a) Assist users with password resets and account unlocks in accordance with security protocols. b) Manage intermediate user account tasks in Azure AD, including updating user information and permissions. 5) Incident Logging and Tracking: a) Log and track support incidents using the helpdesk ticketing system. b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels. 6) Escalation: a) Escalate complex issues to Level 2 support or appropriate teams when necessary. b) Follow up on escalated issues to ensure timely resolution and user satisfaction. 7) Knowledge Base Management: a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. b) Share knowledge and best practices with team members to improve overall service quality. 8) User Education: a) Provide users with guidance and training on best practices for using end-user devices and M365 services. b) Promote self-service tools and resources to empower users and reduce support requests. 9) Performance Monitoring: a) Monitor support metrics and KPIs to ensure high-quality service delivery. b) Participate in regular reviews to identify areas for improvement and implement corrective actions. 10) Automation and Efficiency: a) Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks. b) Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency. c) Identify opportunities to enhance efficiency through automation and proactively implement solutions. 11) Communication and Collaboration: a) Communicate effectively with users to understand their issues and provide clear instructions. b) Collaborate with IT teams to resolve issues and improve service delivery. We envision the above activities to be delivered by one Service Desk and Helpdesk Technician (L1 Support) that will be part of a team providing Technical Level 1 support and overall M365 End User Device support to approximately 1400 users within one of NATO’s Strategic Commands. The contractor will support in-person and on-call during core working hours (0800 – 1200 and 1300 - 1700). The measurement of execution for this work is sprints, with each sprint being planned for a duration of 1 week. 4 DELIVERABLES AND PAYMENT MILESTONES The following deliverables are expected from the work on this statement of work: Deliverable 01: 20 sprints Payment Milestones: Upon completion of each fourth sprint and at the end of the work. The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements. The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority. 2025 OPTION: 01 January 2025 to 31 December 2025 Deliverable 01: Up to 46 sprints Payment Milestones: Upon completion of each fourth sprint and at the end of the work. The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements. The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority. 2026 OPTION: 01 January 2026 to 31 December 2026 Deliverable 01: Up to 46 sprints Payment Milestones: Upon completion of each fourth sprint and at the end of the work. The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements. The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority. 2027 OPTION: 01 January 2027 to 31 December 2027 Deliverable 01: Up to 46 sprints Payment Milestones: Upon completion of each fourth sprint and at the end of the work. The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements. The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority. 2028 OPTION: 01 January 2028 to 31 December 2028 Deliverable 01: Up to 46 sprints Payment Milestones: Upon completion of each fourth sprint and at the end of the work. The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements. The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority. 5 COORDINATION AND REPORTING The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Operation Managers / Team Leaders instructions. For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint. 6 SCHEDULE This task order will be active immediately after signing of the contract by both parties The BASE period of performance is as soon as possible but not later than 26th August 2024 and will end no later than 31st December 2024. If the 2025 option is exercised, the period of performance is 01st January 2025 to 31st December 2025 If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026. If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027. If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028. 7 CONSTRAINTS All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact. All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools. 8 SECURITY The duties of the consultants require a valid NATO SECRET security clearance. All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required. With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement. 9 PRACTICAL ARRANGEMENTS The contractor will be required to work on-site, with the duty location being NORFOLK / VA / USA. The contractor will be required to obtain working permission for on-site work in North America. The contractor may be required to travel, infrequently, to other NCI Agency locations as part of his role, for periods not exceeding 2 weeks. Travel expenses will be reimbursed to the individual directly (outside this contract) under NATO rules. This individual hired for this position will be part of a team of 3. The duty location requires a minimum of two individuals to be at the compound at any time, providing in per technical support from two geographically separated Service Centre locations. 10 QUALIFICATIONS [See Requirements] Requirements 8 SECURITYThe duties of the consultants require a valid NATO SECRET security clearance.With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement. 10 QUALIFICATIONS The consultancy support for this work requires an experienced Service Desk and Helpdesk Technician with the following qualifications: 1) Technical Proficiency:Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business. 2) Problem-Solving Skills:Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.Ability to guide users through problem-solving steps effectively. 3) Automation Skills:Experience with PowerShell scripting to automate routine support tasks.Proficiency in using Power Automate to create workflows and automate repetitive processes.Ability to identify and implement automation opportunities to enhance efficiency. 4) Communication and Interpersonal Skills:Excellent verbal and written communication skills.Full proficiency in English.Ability to communicate technical information to non-technical users in a clear and concise manner. 5) Customer Service Orientation:Strong customer service focus with a commitment to user satisfaction.Patience and empathy when dealing with user issues and concerns. 6) Organizational Skills:Ability to manage multiple support tickets and prioritize tasks effectively.Attention to detail in documenting support activities and maintaining accurate records. 7) Team Collaboration:Ability to work effectively as part of a team and share knowledge and resources.Willingness to collaborate with colleagues to solve complex issues. 8) Others:The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.Full proficiency in the English language. French language proficiency is of advantage.The candidate must have the nationality of one of the NATO nations. This role is critical for maintaining efficient IT supp