2024-0094 IT Support (CTS) - WED 15 May

Deadline Date: Wednesday 15 May 2024

Requirement: IT Support

Location: Mons, BE (Travels to other NCIA locations may be requested by the project. In those cases, travel expenses will be costed and preapproved by the PM as per the NATO travel regulations.)

Full Time On-Site: Yes

Time On-Site: 100%

Required Start Date: 10 June 2024 (2024 Option: 16 October 2024)

End Contract Date: 15 October 2024 (2024 Option: 31 December 2024 )

Required Security Clearance: NATO COSMIC TOP SECRET

1. Introduction

ITM project covers a partial scope of the original ITM Project, and it is initiated to prioritize and replace the legacy Automated Information Systems (AIS) NS network with a modernized ITM Operational Network (ON) at NS across the NATO Command Structure (NCS). The goal is to achieve a resilient and flexible ICT and to support improved business continuity and disaster recovery.

2. Scope of work

As coordinated with the NCI Agency Point of Contact or delegated staff, the contractor shall provide the following services on site in Purchaser location in Mons/Belgium:

• Install, maintain and operate the full range of computing, printing and network devices required to deliver systems and services for customer office automation.
• Install and configure for use, COTS software on networked and standalone workstations.
• Install and configure client software on workstations.
• Configure upon request local server software and configure special peripheral devices.
• Create, maintain and troubleshoot user access issues for static and mobile devices.
• Work with Organisational Units in Active Directory and Group Policy Objects
• Execute support requests, work orders and other tasks.
• Prepare software packages for automatic deployment.
• Contribute to IT Security compliance and remediation.
• Contribute to incident, change, configuration and asset management processes through ITSM toolkit.

3. Deliverables and payment milestones

3.1. The Contractor is required to provide specialized support to the NCI Agency as defined in the following deliverables :

• Monthly progress reports on the status of requirements
• Configured and installed computing and network devices (List to be provided weekly basis)
• Configured and installed software on back‐end and end‐user devices (List to be provided weekly basis)
• Software packages for automatic deployment (List to be provided weekly basis)

3.2. Payment schedule

3.2.1. Payment schedule BASE PERIOD – TO Award to 15 October 2024

Item 1: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 JUL 24

Value (of total contract): 25% of BASE period value

Item 2: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 AUG 24

Value (of total contract): 25% of BASE period value

Item 3: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 SEP 24

Value (of total contract): 25% of BASE period value

Item 4: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 OCT 24

Value (of total contract): 25% of BASE period value

Payment Amount and conditions: The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – Annex B and monthly progress reports – Annex C, including the EBA Receipt number

3.2.2. Payment schedule OPTIONAL PERIOD – 16 October 2024 to 31 December 2024

Item 1: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 NOV 24

Value (of total contract): 1/3 of OPTIONAL period value

Item 2: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 15 DEC 24

Value (of total contract): 1/3 of OPTIONAL period value

Item 3: As applicable from 3.1. for the period; Monthly Reports; (Due TO Award + 1 month)

Weekly deliverables as requested from 3.1 (Due Weekly from TO Award)

Payment milestone (Monthly): 31 DEC 24

Value (of total contract): 1/3 of OPTIONAL period value

Payment Amount and conditions: The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – Annex B and monthly progress reports – Annex C, including the EBA Receipt number

4. Coordination and reporting

4.1. The Contractor shall provide the following deliverables as required by the ITM project management team:

4.1.1. Weekly or monthly (as requested by the project management team) deliverables as detailed in Section 2 and 3

5. Period of Performance

The base period of performance is as soon as possible not later than 10th June 2024 – 15th October 2024.

In case option will be executed, period of performance for the option is 16th October 2024 – 31st December 2024.

6. Practical arrangements

In execution of the deliverables outlined in article 3.1, the support will be provided with on‐site presence during Purchaser business hours between 08.30‐17.30.

The contractor(s) may be required to travel to other NCI Agency or NATO locations for completing these tasks.

Travel expenses will be reimbursed separately in accordance with AAS+ Framework Contract provisions and the NCIA Travel Directive.

7. Contractor’s profile requirements

[See Requirements]

Requirements

7. Contractor’s profile requirements

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance

For the execution of this contract, an engineer with the following qualifications is required:

• Computing Technology Industry Associating (CompTIA A+) or Microsoft Certified IT Professional.
• Proven Experience in troubleshooting user access, permissions and profiles
• Proven Experience working with Microsoft System Centre Configuration Manager.
• Proven Experience working with Active Directory Objects, user accounts and permissions.
• 3 years experience working in a ICT CIS environment.
• 3 years experience supporting IT users, desktop hardware and software
• 3 years experience working in an IT administration role.
• Knowledge of the capabilities and deployment of Personal Computers (PC).
• Knowledge of current operating systems and office automation software.