NATO - IT technical support

Description

The technical support is needed by Headquarters Supreme Allied Commander Transformation (HQ SACT), in Norfolk, Virginia.

HQ SACT is the North Atlantic Treaty Organization’s (NATO) Warfare Development Command, in 2012 it developed the Innovation Hub (IH).

The IH consists of networks, services, and tools to rapidly reach out to expertise from industry, academia, government, innovation organisations, non-governmental organizations, and the public in an open, non-classified environment.

It is looking at to develop software for NATO (to inform Capability Development), and to crowd-source support from a world-wide community of experts to develop solutions for NATO’s issues.

The priority of the IH IT Technician is to ensure that the Innovation Hub IT services and assets are available, managed, maintained, and updated on-site.

It wants IT support to mitigate any and all IT related delays or impediments.

Overview of requirements

The IH IT services and assets require permanent management, periodic maintenance and updates, occasional upgrades and emergent response to service disruption. The IH IT Technician will be the primary person to provide this support.

This is firm fixed price contract.

Period of Performance
The base Period of Performance should be on or about 13 June 2022 through 31 December 2022 (base period), with 4 potential Option Periods.
Option Period One from 1 January 2023 through 31 December 2023
Option Period Two from 1 January 2024 through 31 December 2024
Option Period Three (A) from 1 January 2025 through 30 June 2025
Option Period Three (B) from 1 July 2025 through 31 December 2025

Surge Capability
Surge capability requirement is included to have a contract vehicle in place should emerging circumstances require a quick and temporary increase in contractor personnel or contract hours.

You should be prepared to provide support for additional services within scope of the statement of work.

Tasks

Networks
- operate, manage, maintain, upgrade and develop (OMMUD) local and internet networks. For example:
- on-site Internet Modem and VLAN/Wi-Fi network management (Multiple Modem Installation and Management, Multiple Wireless Router Installation and Management, Network Switch Installation and Management).
- real-time network speed tests and optimization for daily issues for Web-conferencing and Project Development capabilities.
- monitor networks during office hours for any malfunction or security issue.
- conduct network related tasks in liaison with the network provider agents.
- respond to any major malfunction or security issue within one hour of detection/notification of malfunction, if notified during normal business hours (8:00am – 5:00pm ET, Monday-Friday).
- on-call option: The COTR may utilise contract services on an as-needed basis to respond to any critical malfunction or security issue within 4 hours, before or after, official business hours (maximum of one day per month)

Hardware and Software
- operate, manage, maintain, upgrade and develop (OMMUD) the IH hardware and software assets, for example:
- IT Firmware and (OS) software management and updates
- firewall, antivirus, and other cyber security tools management (including configuration and logfiles)
- real-time IT equipment troubleshooting and minor repairs and or modifications/upgrades or any additional adjustments
- ensure protection of assets using cyber security and incident response
- management of the IH Google Workspace, and other IT services/software
- advise the IH staff on potential future development aiming at optimising the IH IT services and assets and resulting operations
- contribute to IT equipment and software inventory asset management

Development Infrastructure
- Contribute (as an alternative task, if required and possible) to operate, manage, maintain, upgrade and develop (OMMUD) the IH software development infrastructure (GitLab, AWS).

Websites and services
- contribute to operate, manage, maintain, upgrade and develop (OMMUD) the IH websites and services.
- for 2022, this task will be provided by another contractor. During 2022, the Contractor Candidate will have to get familiar with this task, in order to be able to fulfil this task in full in 2023 and following other option periods.
- you have to have knowledge and experienced of using with Drupal CMS/Acquia server by the end of 2022 on their own time/expense (if not already)

Tasks for 2023 and following option periods include:

Routine maintenance and security.
- daily check of security and functionality
- implementation of security and maintenance as needed. (Including modules and core updates)
- conduct host and server related tasks in liaison with the host agents
- conduct domain and security certificate related tasks in liaison with the relevant service providers
- respond to any major malfunction or security issue within one hour of notification of malfunction, if notified during normal business hours
- in case of a scheduled event outside of official business hours (maximum one per month), respond to any critical malfunction or -security issue within 4 hours
- on-call option: The COTR may utilise contract services on an as-needed basis to respond to any critical malfunction or security issue within 4 hours, before or after, official business hours (maximum of one day per month)
- determine a plan for restoration of site functionality or security and implement the plan in consultation with the IH staff

Content management
- create and manage the collaborative platform content in order to support the IH activities and meet the objectives. This includes but is not limited to: basic pages, projects, news, events, web forms, registrations, members, views, graphics and styles, links, groups, forums.

Upgrades
- advise IH staff on any potential improvement of the collaborative platform in support of their objectives
- develop and implement new online collaborative platform functionalities and design needed in support of the IH projects as directed by the COTR
- when requested by COTR, design and develop a new collaborative platform and conduct its implementation and migration of older content to it

Conferences and meetings
- scheduling of rooms (as an alternative task, if and when required and possible), and operational setup of (IT) equipment prior to events
- assist as real-time audio/visual operations technician during on-site and on-line conferences

Compliance
- contribute to ensure all networks and services comply with NATO Minimum Requirements for the Protection of Networks (AC/322-D), and with relevant regulations identified by the COTR
- participate in relevant NATO security audits
- ensure effectiveness off all services on any device

Reporting
- report on security incidents according to the NATO minimum requirements for the Protection of Networks
- immediately inform the COTR of any issue directly affecting the IH operations
- participate in IH meetings as required by the COTR

You must:
- be able to work on-site at the IH and HQ SACT.
- have a minimum of 2 years’ experience in IT operations including resolving, exploring, and following up on IT related issues.
- demonstrate your ability to communicate efficiently and effectively within a team environment, and resolve problems directly and professionally
- demonstrated ability to be pro-active and provide technical solutions to improve the (IH) organisation
- demonstrate proficiency with Windows client OS, Apple OSs, Linux (optional), Google Workspace (admin), and network concepts
- demonstrate experience in providing customer support, IT services, and (optional) backup/data recovery solutions
- active NATO or National SECRET (or higher) security clearance
- CompTIA A+, TIA Network+ and/or CCNA certification
- knowledge of and minimum of 24 months of experience with (OMMUB of) Networks
- a minimum of 24 months of experience with (OMMUB of) hardware and software
- knowledge of and experience with development infrastructure
- knowledge of and experience with (OMMUD of) websites and services (Drupal CMS/Acquia server)

Opportunity closing date

05 June 2022

Value of contract

to be confirmed

The buyer is happy to talk to

manufacturers, wholesalers, distributors, agents, consultants