The Department of Energy (DOE) Hanford Field Office (HFO) requires general support services for the Information Management Division (IMD). AMMS requires one (1) full-time equivalent (FTE) general support contractor (1920 labor hours) to provide support in the following areas:
• Provide expert-level technical direction and guidance to IT support staff, assigning daily tasks and complex technical work based on operational priorities and staff capabilities.
• Serve as the primary escalation point for the most complex technical issues, applying advanced analytical and problem-solving methodologies to resolve incidents that exceed the capabilities of other IT staff.
• Oversee the end-to-end lifecycle of user-facing technology, including provisioning, configuration, troubleshooting, and asset management for desktop computers, mobile devices, teleconferencing equipment, and peripherals.
• Manage inventory of all technical assets, coordinate with external vendors for procurement and support, and plan/executing equipment refresh cycles to ensure operational readiness.
• Manage IT support projects independently, including planning, execution, oversight, and closeout services.
• Act as a primary liaison with Government and prime contractor personnel, communicating project status, managing expectations, and allocating resources to meet strategic objectives.
• Demonstrate mastery of advanced IT principles, concepts, and practices related to enterprise hardware and software.
• Apply expert knowledge of analytical and problem-solving methodologies to diagnose and resolve complex incidents.
• Provide technical leadership and resource allocation, assign tasks based on priority and capabilities, and manage operational needs.
• Utilize comprehensive project management principles and practices to manage IT projects with a high degree of independence.
• Engage stakeholders and communicate effectively to manage expectations and project status.
• Develop project plans, deadlines, and priorities in consultation with leadership.
• Independently plan and carry out assignments, provide technical direction, resolve complex technical problems, and coordinate the work of others.
• Use considerable judgment and ingenuity to interpret and adapt guidelines for specific situations, resolve novel technical problems, and manage IT projects.
• Lead IT support staff, manage the full lifecycle of IT assets, and serve as the primary escalation point for complex technical issues.
• Report to leadership, act as a primary liaison with Government and prime contractor personnel and manage IT projects and resources to meet strategic objectives.
• Directly impact operational readiness and mission accomplishment by ensuring reliable and efficient technology for all personnel.

Work products shall be thorough, accurate, appropriately documented, and comply with established criteria. The Contractor shall ensure that duties are performed in a competent and professional manner. The Contractor employee shall submit a weekly report to the technical monitor addressing work accomplished, and deliverable progress.

MINIMUM QUALIFICATIONS REQUIRED

Contractor personnel shall possess one of the following minimum qualifications:

o Education and Experience Path • BS/BA or advanced degree in Computer Science, Information Technology, Information Systems, or a closely related technical field, and • At least 5 years of experience in Information Technology, including • A minimum of 3 years providing technical support in DOE or other government agency environments.

o Documented work experience on their resume that clearly supports all minimum qualifications and demonstrates the capability to successfully perform the tasks outlined in the SOW.

OR

o Work Experience Path • At least 10 years of experience in Information Technology, including • A minimum of 3 years providing technical support in DOE or other government agency environments.

o Documented work experience on their resume that clearly supports all minimum qualifications and demonstrates the capability to successfully perform the tasks outlined in the SOW.

Personnel Replacement: The Contractor shall ensure that any replacement personnel meet or exceed the qualifications of the personnel originally proposed and approved.

PREFERRED EXPERIENCE & CAPABILITIES
• Experience with Cloud Services to include Microsoft Azure and Amazon Web Services (Resource Manager, VMs, Virtual Networks, Storage Accounts).
• Windows based infrastructure experience and background.
• Strong PowerShell scripting background.
• Endpoint and Mobile Device Management (MDM) knowledge of managing, securing, and provisioning enterprise endpoints and mobile devices.
• AD User management and security aspects.
• General server management (Backup, Patching, Security).
• Excellent communication and knowledge transfer skills.
• Ability to independently perform multiple tasks with dynamic priorities.

REQUIRED TRAINING (OTHER THAN HGET)
• The contractor shall maintain proficiencies in the following via periodic training:

o Annual DOE Cyber Security Awareness Training.

o DOE Cyber Security Privileged User Training & Signed Rules of Behavior.

o Controlled Unclassified Information (CUI) Training.

o Safeguarding Personally Identifiable Information (PII) and Privacy Act Training.

o DOE Federal Records Management Training

o Facility Emergency and Hazard Identification Checklist (FEHIC) Training.

OTHER REQUIREMENTS
• Weekly status report emailed to the technical monitor at the end of each week. The weekly report shall be as detailed as requested by the technical monitor.
• Non-Disclosure/Conflict of Interest form signed by both the general support contractor and authorized contractor representative must be submitted to procurement before any work/support can start.
• Identification of any conflicts, potential conflicts, or perceived conflicts of interest with any Hanford Site contractors.
• Compliance with site specific safety and security requirements, including badging and office protocols.
• U.S. Citizenship