Cayuse Native Hawaiian Veterans, LLC
  • 10-Feb-2020 to 10-Mar-2020 (HST)
  • Business Unit Pacific
  • Honolulu, HI, USA
  • Full Time

Native Hawaiian Veterans, LLC is a Native Hawaiian Owned, Service-Disabled Veterans Owned Small Business (SDVOSB), SDB, MBE, UDBE, and EEO/W/M/Vet/Disabled Company that provides services, solutions, and products in the areas of Homeland Security, Emergency Management, Information Technology, Communication Equipment, Professional Staff Augmentation, Munitions and Explosives of Concern (MEC) Remediation, and Strategic Communications/Creative Services.

Primary Focus

This Service Contract for IT and office automation support for USAG-HI offices at Schofield Barracks (SB), Wheeler Army Airfield (WAAF), Fort Shafter (FS), Helemano Military Reservation (HMR), Aliamanu Military Reservation (AMR) and Tripler Army Medical Center (TAMC) locations on Oahu and Pohakuloa Training Area (PTA) on Hawaii.

The contractor will assist USAG-HI S6 in effectively managing the garrisons Information Management (IM)/IT processes and resources to enable USAG-HI business and mission processes. USAG-HI is currently working on a NETCOM Local Area Network (LAN) with Active Directory/File server.

Mission Duties

Contractor shall provide all personnel and transportation for delivery of IT services to USAG-HI including, but not limited to, locations on SB, WAAF, FS, HMR, AMR, TAMC on Oahu and PTA on Hawaii. Services will be provided for approximately 900 personnel and shall be focused on four (4) areas: Help Desk Operation, Webmaster, Database Administration and Video Teleconferencing. Services will be provided IAW USARPAC Directive 0001, subject: Information Assurance (IA) and Computer Network Defense (CND) of the Pacific LandWarNet in the United States Army Pacific (USARPAC / United States Army Installation Management Command (IMCOM) / United States Army Garrison, Hawaii (USAG-HI) and other applicable DoD IT-related rules, regulations and policies.

  • Other duties as assigned. 

Problem Solving

1) troubleshooting and diagnosis of desktop, laptop, printers, digital senders, Blackberries/Smart Phones and peripheral hardware problems; 3) Troubleshooting and fixing email (to include Blackberry Enterprise email), internet access and networking issues. Contractor shall make initial contact with the customer within 4 duty hours of the submission of an IT work order ticket with the exception that Command Group calls are considered priority and touch labor shall occur within 2 hours. Touch labor shall occur within 2 working days of the submission of an IT work order request. Resolution or restoration of capability will be provided within 2 working days of engagement with the exception of problems pending end-user response, and those referred to 30th Signal Battalion or vendor for resolution. Contractor shall proceed with repairs for equipment covered under the manufacturer's warranty, and advise the Contracting Officer representative (COR) of repairs and replacements not covered under warranty. 

Accountability

  • CIO Garrison S6

Technical Skills:  Knowledge, Skills and Abilities (KSA's)

Education / Experience

Special qualifications: at least one year experience in working with DoD and providing end-user/office automation support in Active Directory environment; at least one year experience working with DoD in web development, database administration and Microsoft SharePoint administration; at least one year experience working with DoD and supporting Tandberg VTC systems, DISA DVS-G and CISCO EX60/90 desktop VTC systems; all contractor personnel shall possess requisite certification and training to obtain a 30th Signal Battalion SA Level 1 account (or higher) to ensure continuity of service. Certification and training include CompTIA Security+ certification, Information Assurance Technical (IAT) Technical Level II and 30th Signal Information Management Officer (IMO) training. 

Technical Knowledge

HELP DESK AND END USER SUPPORT: Contractor shall provide computer hardware, software, email, internet and networking support to include but not limited to 1) troubleshooting and diagnosis of desktop, laptop, printers, digital senders, Blackberries/Smart Phones and peripheral hardware problems; 2) Installing and supporting licensed software, to include, but not limited to, Microsoft Office 2007, Outlook 2007, Internet Explorer, Norton and McAfee Anti-Virus, Adobe Acrobat Reader, Pure Edge, Lotus Notes, Defense Collaboration Online (DCO) and Cisco Virtual Private Network (VPN) and any subsequent software/client upgrades; 3) Troubleshooting and fixing email (to include Blackberry Enterprise email), internet access and networking issues. Contractor shall make initial contact with the customer within 4 duty hours of the submission of an IT work order ticket with the exception that Command Group calls are considered priority and touch labor shall occur within 2 hours. Touch labor shall occur within 2 working days of the submission of an IT work order request. Resolution or restoration of capability will be provided within 2 working days of engagement with the exception of problems pending end-user response, and those referred to 30th Signal Battalion or vendor for resolution. Contractor shall proceed with repairs for equipment covered under the manufacturer's warranty, and advise the Contracting Officer representative (COR) of repairs and replacements not covered under warranty.

WEBMASTER AND DATABASE ADMINISTRATION: Contractor shall serve as the alternate/assistant webmaster for the USAG-HI public-facing websites and future initiatives for web presence as required by USAG HI. The contractor will post website updates on public-facing websites only when submitted on an IT work order from the USAG-HI Public Affairs Office (PAO) within 2 working days of the request. All website update requests must be routed through PAO for review. The contractor will not post website update requests unless it is submitted by USAG-HI PAO. An average of 60 requests is submitted each month for all websites. Contractor shall manage, administer and develop functionality on other USAG-HI websites and SharePoint as required by USAG-HI staff. Contractor shall make initial contact with the customer within 4 duty hours of the submission of an IT work order request to define and clarify project requirements. First draft proposals shall be provided within 5 working days of the submission of an IT work order request unless otherwise agreed upon by the contractor and requestor. Projects must be completed by the deadline agreed upon by the contractor and requestor. An average of 20 requests is submitted each month.

VIDEO TELECONFERNCING (VTC) AND AUDIO/VISUAL (AV) SUPPORT: Contractor shall provide

VTC support, troubleshooting and diagnosing. Unless otherwise directed, the contractor shall be available for support during VTCs for USAG-HI staff and shall be present in the room for VTCs with members of the Command Group. This may require working outside normal duty hours. Contractor shall provide user training and written instructions/user guides for VTC equipment, as needed. Contractor shall respond to non-emergency VTC problem calls within 2 duty hours and provide a workaround or fix. Contractor shall respond to emergency VTC problem calls (equipment failure) within 1 duty hour and provide an alternative site, if available, or consult with the VTC requestor to cancel the event or continue with audio teleconference capability only. Resolution and/or restoration of capability shall occur within 2 working days with the exception of problems that require external support from a VTC service contract. An average of 12 VTC and AV events occur each month. Contractor shall perform routine testing and maintenance of VTC equipment no less than twice per month and on the first workday of the week prior to the start of scheduled VTC events. In the event of equipment failure, troubleshooting, diagnosing, resolution and/or restoration will be executed as stated above. Contractor shall serve as the central point of contact (POC) for VTC scheduling and coordination. All VTC requests and conference room reservations will be submitted on a VTC/conference room reservation ticket by USAG-HI staff to facilitate the reservation process and avoid duplication of reservations. Contractor shall confirm VTC and conference room reservations and schedule the event on conference room calendars within 1 workday. In the event of equipment failure or preemption by the Command Group, the contractor shall notify affected VTC requestors by email and phone. In addition, voice contact with the VTC requestor or a staff member of the requestor's office/division is required for changes occurring within 24 hours of the scheduled event.

Human Relationship Skills

Self-motivator with ability to work as part of a team or independently with little supervision or direction. Professional oral and written presentation skills. Attention to detail and effective problem-solving skills. Daily management and problem resolution of site computer systems. Routinely visit various locations on Oahu for in-person support. 

Additional Abilities

  • Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Relationships

Reports to: CIO Garrison S6

Responsible for: No

Works with: US Army Garrison Hawaii

Working Conditions

  • Normal physical conditions
  • General office environment
  • Must be able to sit for long periods of time looking at a computer screen
  • May be asked to work a flexible schedule which may include holidays
  • May be asked to travel for business or professional development purposes
  • May be asked to work hours outside of normal business hours

 Please complete our online Employment Application, only applicants that apply via our Employment Application will be considered.

Native Hawaiian Veterans, LLC is an EOE/W/M/Vet/Disabled and E-Verify Employer.

 

 

Cayuse Native Hawaiian Veterans, LLC
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