Description
RESPONSIBILITIES
Update and maintain current AV/VTC deployments using Government supplied and/or other approved hardware, subsequent upgrades/patches/versions/releases and AV/VTC unique applications.
Provide Standard and Advanced AV/VTC Support for hardware/software configuration, troubleshooting and problem resolution Enterprise wide. Provide technical support for AV/VTC update software installation and configuration issues and provide resolution. Trouble tickets shall be input, updated and maintained using the current Remedy Help Desk software application or any subsequent Help Desk applications.
Provide enterprise support for DLA, Information Operations at Site AV/VTC equipment, to include CODECs, AV/VTC network connections and controllers, wired/wireless interfaces, audio controllers, data interfaces, Cable TV, CCTV other miscellaneous AV/VTC equipment and other commonly used peripherals within the Government computing environment.
Contact appropriate vendor repair personnel for warranty and/or proprietary repairs, as required. Explain and demonstrate the malfunction to the appropriate equipment/hardware vendor responding to the warranty call. Verify that the repairs made by the servicing vendor are proper and fix the problem.
Provide subject matter expertise to onsite support technicians in the setup and deployment of AV/VTC systems to all DLA Site locations CONUS as required.
Provide knowledge transfer to DLA Information Operations personnel in the deployment and administration of the AV/VTC system.
Provide Advanced AV/VTC Support for all Site personnel.
Research potential impacts for upgrades and implementation of AV/VTC products currently in use including: patches, upgrades, service packs and applications. Provide recommendations to limit customer downtime.
Provide AV/VTC Subject Matter Expertise (SME) to DLA Information Operations IT Management and DLA Headquarters.
Respond to DLA CERT Advisories, Bulletins and Tasking, and ensure all AV/VTC equipment and transmissions are secure from vulnerabilities x Develop/generate reports to be used by the DLA Information Operations Information Assurance Office for tracking and managing of DLA CERTS.
Prepare and brief on specific projects/findings as required by the COR.
Provide Advanced AV/VTC Support for the AV/VTC infrastructure at DLA, Information Operations.
Provide support in the implementation and sustainment of AV/VTC throughout DLA, Information Operations.
Create or update network diagrams from an AV/VTC point of view.
Create user job aides to facilitate setup and operation of AV/VTC sessions without administrator intervention.
Create step by step equipment configuration guides to ensure standard equipment configurations throughout the agency.
After hours/on-call support may be required. Coverage shall be coordinated with the COR/COTR after contract award and historically has not required more than 12 incidents per year.
The Contractor shall work overtime hours if required by the COR/COTR. The overtime hours are required on occasion to support an increase in security related remediation’s, unforeseen hardware/software issues, workstation replacements, disposal of end of life equipment and support of overseas locations
REQUIRED QUALIFICATIONS
Two (2) years of progressive Information Technology (IT) experience including at least two projects in technical areas included in the Statement of Work Task Area. At least one project must have occurred within the past three (3) years.
Security / Certification Requirements:
Secret
IAT-II Certifications (one of the following):
Security + CE
CCNA Security
CySA+
GICSP
GSEC
CND
SSCP
VTC Certification (one of the following)
Cisco Certified Technician: Collaboration 100-890
CCNA
|
