International Trade Commission RFQ: IT Service Desk (ITSD) and IT Support Services

ID RFQ1486685

“The main objective of this performance work statement is to deliver services that support the organizational goals and mission of the Commission. The service desk strives to implement effective processes and procedures to ensure consistent delivery of services and user support. It provides a SPOC for initial reporting of requests, incidents, and problems for staff and contractors who are onsite, telecommuting, or off-site conducting official Commission business. The Service Delivery Division is looking to maintain a Tier 0 self-service capability, provide Tier 1 and 2 request/incident/problem management support for Service Desk and Tier 3 support for elevated technical issues.”

“This is a 100% Small Business 8(a) Set-aside under NAICS Code 541513 ($30.0 Million size standard).”

“The Contractor is required to meet the service level agreements (SLAs) contained in this PWS. Contractor staff shall provide technical support for USITC email, file sharing, print services, infrastructure, internet, intranet, general troubleshooting, and other network and support services defined in this PWS. Coordination and interaction with other government and contractor personnel is required to meet the SLAs and provide support as defined in this PWS. All tasks within the scope of this PWS must adhere to schedules, boundaries, and other guidelines defined by USITC policies. The Government fully expects each metric to be met consistently by the contractor, when no extraneous issues exist which would cause any metric to be missed. The Contractor is made aware that the Government will monitor the metrics on a monthly basis and will take appropriate action, as required, if a pattern of missed SLAs becomes known. Vendors will demonstrate in the proposals how they plan to meet the US ITC performance requirements.

The Contractor shall provide the skill set and expertise to achieve customer satisfaction as measured by SLAs and surveys for tasks defined in this PWS. The Contractor shall provide personnel covering IT industry certifications that include or are equivalent to:

  • CompTIA A+, Network+, Security+
  • Microsoft Certified Associate and Expert certifications for infrastructure, cloud, and security services
  • Microsoft Office Specialist
  • Cisco Certified Network Associate/Professional
  • VMware Certified Technical Associate/Professional”

“IT Service Desk Performance Requirements – The Service Delivery Division’s (SDD) responsibility is to serve as the SPOC for IT support and additional services that include phones, printing, graphic design, photography, and audio-visual support. The Service Desk manages the overall process of responding to end-user issues as well as account creation and management and hardware/software and subscription functionality. Service Desk contractor staff shall perform the following tasks:

2.1.1 General Support
2.1.2 End-User Support
2.1.3 Account and Identity Management
2.1.4 Endpoint Management and Support
2.1.5 Vulnerability Management
2.1.6 Asset Management
2.2 IT Support Services Performance Requirements”

“The Contractor shall provide services in support of the Network Services Division staff who are primarily responsible for the areas outlined in this section. This section outlines support for all IT infrastructure components. IT infrastructure is defined as components including but not limited to servers, data network equipment, application load balancers, storage and backup systems, and virtualization components including both public and private Cloud services. SLAs which govern these performance requirements are outlined in Section 7 of the PWS.

2.2.1 General Operations and Maintenance
2.2.2 IT Infrastructure Incident and Problem Management
2.2.3 Data Network Infrastructure
2.2.4 Servers
2.2.5 Cloud Services
2.2.6 Security Management
2.2.7 Storage
2.2.8 Configuration and Change Management Support
2.2.9 Records Retention
2.2.10 Systems Engineering Support”

“The Period of Performance shall be for one (1) Base Year of 12 months and four (4) Option Years of 12 months each. The Period of Performance reads as follows:

Base Year   June 2, 2021 through June 1, 2022
Option Year 1 June 2, 2022 through June 1, 2023
Option Year 2 June 2, 2023 through June 1, 2024
Option Year 3 June 2, 2024 through June 1, 2025
Option Year 4 June 2, 2025 through June 1, 2026”

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