ML20057C027

Ltr Contract,Awarding Task Order 1,to Customer Support Desk

ML20057C027
Person / Time
Issue date:	09/14/1993
From:	Wiggins E NRC OFFICE OF ADMINISTRATION (ADM)
To:	Casson D GLOBAL MANAGEMENT SYSTEMS, INC.
References
CON-FIN-E-1010, CON-NRC-33-93-194 NUDOCS 9309240304
Download: ML20057C027 (22)

Text

{{#Wiki_filter:b .o go Mc E E UNITED STATES i, NUCLEAR REGULATORY COMMISSION 8 ( j WASHINGTON, D.C. 2055MXX)1 rg[p 141993 Global Management Systems, Inc. Attn: Mr. Donald Casson 4915 St. Elmo Avenue, Suite 206 Bethesda, MD 20814

Subject:

Task Order No. 001 Under Contract No. NRC-33-93-194 In accordance with the task order procedures of the subject contract, this letter definitizes Task Order No. 001. This effort shall be performed in accordance with the enclosed Statement of Work. The effective date of this task order sha'l be September 13, 1993. Task Order No. 001 shall be in effect from September 13, 1993 through September 12, 1994, with a total cost ceiling of $724,528. The amount of $690,027 represents the total estimated reimbursable costs and the amount of $34,501 represents the fixed fee. Accounting Data for this Task Order No. 001 is as follows: B&R No.: 310-20-615-203 FIN No.: E1010 APPN No: 31X0200 B0C No.: 2542 Obligated Amount: $724,528 The following individuals are considered to be essential to the successful performance of the work hereunder: Richard Stark and Deborah Ann Jonas. The Contractor agrees that such personnel shall not be removed from the effort under this task order without compliance with contract clause H.3, Key Personnel. Your contacts during the course of this task are: Technical Matters: Deborah Runion Project Officer (301) 492-4414 Contractual Matters: Anita Hughes Contract Administrator (301) 492-8385 I .n 9309240304 930914 11 -194 PDR

r i at Task Order No. 1 NRC-33-93-194 ii Please indicate your acceptance of this Task Order No. 001 by having an official, authorized to bind your organization, execute three copies of this document in the space provided and return two to the Contract Administrator. You should retain the third copy for your records. If you have any questions regarding his matter, please contact Anita Hughes, Contract Administrator, on (301) 492-8385. Sincerely, .I. M Elois J. Wiggins/ yntracting Officer Contract Negotiat 6n Branch No. 1 Division of Contracts and Property Management Office of Administration

Enclosure:

As stated cc: U.S. Small Business Administration 1110 Vermont Ave., N.W., 9th Floor Washington, DC 20005 ACCEPTED: J' ~f / Naine / / IULY(L AUGUSENE.JR,PPISM Date "^'as meauuni:C SYSTEMS INC. f ~/f ?h

- --. y - I TASK ORDER NO, 001 CONTRACT NO, HRC 33 93.194 C.1.1 BACIGROUND The Of fice of Inf orntion Resources Management (IRM) is responsible for managing centralized agency information resources in the areas of

computer, telecommunications, and information services.

Specifically, it provides database management, office automation, computer hardware and software, systems development, computer operations and maintenance, timesharing, nation-wide telecommunications, computer and systems security, user training, document control and management, central files, records management r and services, the 1,ibrary, and all necessary information support services to Nuclear Regulatory Commission (NRC) offices. IRM provides support to nearly 3,500 NRC employees using a variety of computer systems. The need to share information and information processing resources within the Agency is extensive. These resources are distributed within local environments as well as across information " islands" of computer systems and buildings. Typically, the need to share and access information is being satisfied by interconnecting personal computers (PCs) via local and wide area communications networks. With the implementation of the Agency Upgrade of Technology for Office Systems (W TOS) program, the need for comprehensive IRM customer support services is critical. Specifically, the AUTOS effort encompasses: (1) the replacement of the IBM 5520 word processing environment, (2) the integration of other office automation equipment into an agency-wide local area network, and (3) the interconnection of the local area networks (LANs) into a wide area network (WAN). AUTOS implementation will provide agency-wide inf ormation exchange and maximize data and resource sharing. Upon completion of AUTOS in FY 1993, the network will connect approximately 3,500 users at over 125 sites throughout the continental United States. In addition, ef forts are underway to use the AU' IDS architecture to improve or replace current NRC networks and to provide connectivity to other agency computer systems. The existing equipment requires a variety of communications protocols, communications sof tware, and multiple methods of communications to access data. This complex and evolving environment consists of a large number of hardware and software componentc that will require comprehensive support to maximize their usefulness. To support this environment in its entirety will require an in-depth knowledge of telecommunication and microcomputer systems integration. To support this microcomputer,

network, and telecommunications environment, the NRC has a need for a technical support contractor to develop, implement, and support an information and centralized customer support desk.

The contractor shall provide support for this ef fort at the U.S. Nuclear Regulatory Commission (NRC) located in Washington, D.C. metropolitan area.

i 2 C.1.2 SCOPE OF WORK T.% purpose of this task order is to develop, implement, and support sn information and centralized customer support desk to support the NRC microcomputer,

network, and telecommunications environment. The contractor shall provide support for this task at the U.S.

Nuclear Regulatory Commission (NRC) located in the Washington D.C., metropolitan area. C.1.3. DESCRIPTION OF SERVICES C.1.3.1 Proj ect Management and Operations Support C.1.3.1.1 PROJECT MANAGEMENT-1,880 The contractor shall provide project management and operations support to maintain a customer support desk to provide end-user support to the NRC community. The contractor shall prcvide sufficient management and technical support staff to develop required plans and implement and execute activities under this task order. The contractor shall be responsible for assisting in the design and implementation of a customer support

desk, and maintaining the level of expertise required to support it and neets the needs of the NRC.

The contractor shall provide, as a minimum, the following project management support services: 1. Technical Assistance 2. Program control and scheduling 3. End user and staf f f amiliarization 4. Technology assessment 5. Status and progress review meetings 6. Technical writing support 7. Administrative support. C.1.3.1.2 Microcomputer,

Software, Telecommunications and Network Information Customer Support Desk

- 15,040 hours. The contractor shall develop, implement, and operate an infomation and centralized customer support desk. Specifically, the contractor shall review the current microcomputer, mini and mainframe, network and telecommunications support functions, including all IRM helplines supporting these functions and information tracking systems. In addition, the contractor shall develop an implementation and transition plan to establish an information and centralized customer support desk. i Services shall be provided by the contractor to the NRC staf f via: (1) incoming calls to the support phone line; (2) walk-in visits to the support desk; and (3) requests for on-site advice and assistance at all NRC Headquarters locations.

u,, u u. ,,m. {: T 3 I The contractor shall provide a detailed plan that identifies: (1) how the contractor shall assume responsibility for the support function and, (2) a transition plan for migrating from the current decentralized support structure to a centralized customer support desk. i In addition, the contractor shall develop and modify as required i the following procedures for the customer support desk: (1) standard operating procedures (SOPS) The SOPS shall at a minimum, identify the procedures for the day-to-day operations of the support desk function. Specifically, the SOPS shall address procedures for: a maintaining current information on IRM support roles e maintaining user documentation for the support desk trouble tracking system o report generation o problem escalation a follow-up with customers e role of IRM support group The contractor shall provide management and staff to support the following functions outline below. The support shall include, but is not limited to the following: 1. Analysis and resolution of complex microcomputer, network and telecommunications problems f rom a total systems perspective. 2. Interf ace to all support groups and customers. 3. Telephone support to determine customer's problems. -l 4. Advice and consultation to customers on problems encountered in the microcomputer, network and telecommunications environment. 5. End user software problem resolution.

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~ 't -{ 4 i 6. Evaluation of current /new of f-the-shelf sof tware packages for integration into the microcomputer, network and telecomunications environment. 7. Logging and tracking of all customer support calls through a centralized tracking database. I 8. User familiarization for new software and hardware as it is added to the current network configuration. The contractor shall provide. quality assurance for all ' product evaluation analysis and assessment. At a minimum, the contractor shall consider the following factors to ensure an adequate level of l quality evaluation in their analysis and recommendations: e risk analysis e skill level requirements e disruption to existing service e financial stability of product vendors e support requirements l The contractor shall be required to provide expertise to support the evaluation of of f-the-shelf sof tware packages and microcomputer hardware for integration into the NRC environment. Specifically, i the contractor shall assist the NRC in any. product or~ technical evaluation and in the preparation of the implementation plans for integration of off-the-shelf hardware and sof tware into. the NRC environment. The contractor shall support and provide as required 'l an impartial and authoritative evaluation of off-the-shelf packages i and microcomputer hardware. The contractor shall provide staff to support a comprehensive customer support desk to assist users with microcomputer hardware, sof tware, telecomunications, and network problems. The contractor shall be responcible for first level' diagnosis of the problem and resolving it and if required, escalating. the problem - to the i appropriate 'IRM support group. The staff shall possess the j capability to support the current NRC hardware and sof tware. environment outlined in Table 1. At 'a minimum, the contractor _ l i shall ensure that the support desk staf f has knowledge of or prior experience.in supporting the following: (See ~also Position Descriptions). e microcomputers and perpherial equipment such as printers, plotters e local and wide area network environments e network and stand-alone software packages (See Table 1) J I l .. j

_- m . m m m u m _-.. c. y g y .I s f j a communications equipment to include telephones, and 4 modems j l e infonnation retrieval systems e database tracking systems 1 + i Specifically, the contractor shall be required to provide

1 diagnostic and end-user support for the hardware and software components identified in Table 1.

The NRC reserves the right to-modify all hardware and sof tware components identified in Table 1 4; at any time during the perf ormance of this task order. Requests for 1 support of new hardware and software components shall be submitted -l to the contractor by the NRC contracting of ficer via modification to the task order thirty (30) days in advance of the time that the i support for the hardware and software components are required. l Specifically, new software support shall encompass upgrades or newer version of packages identified in Table 1. The contractor shall provide support for new sof tware packages a t. a level of knowledge sufficient to response to features or interface consideration with other supported hardware and sof tware - within (30) days of contract modification. The contractor shall be allowed to attend the NRC ITS training classes to become proficient for any software upgrades to'the software packages identified in Table 1 at no cost to the contractor. For new software applications (not currently in use at NRC), the contractor will be allowed to attend training sessions at the NRC training facility, at no cost to the contractor for training, but the labor hours shall be at the Contractor's _ expense and not be billed to the NRC under this task order. .The training is limited to 4 one day training session per year, for 4 people, or a total of j 16 man days of training per year. The NRC shall determine how:the s 1 training is allocated. The contractor shall provlde qualified, competent and fully-trained personnel to perform the activities outlined in ' this task order. The contractor's staff shall act in a courteous, responsive, knowledgeable, and professional manner at all times. Whenever possible, the support desk shall resolve a problem over the' telephone. When a resolution is not possible over the i telephone, the support desk shall at a minimum: (1) dispatch a

• tracking ticket" to the appropr!ste IRM support group.

The, support desk shall be responsible for monitoring the status of the ticket and coordinating the l t I

n._ g._. t 6 1 resolution of the problem with the appropriate IRM support group and, (2) provide assistance to the customer on-site at customer's workstation location if necessary. The support desk shall serve as the focal point for coordinating all calls for support with all other IRM support groups. The support desk shall track all support activities and be prepared to provide customers and support personnel with the current status of outstanding items. The support desk shall ensure that the customer is informed of a service call's status A designated support desk staff member shall work within each designated IRM support group to: (1) coordinate resolution of the problem and (2) provide a status and schedule to the customer for resolution of their problem. If the customer's request for advice and assistance is beyond the scope of this task order, the contractor shall refer the customer to the appropriate NRC organizatio3al unit (s) or staff as identified by the NRC. The NRC shall provide tne contractor with an organizational chart that identifies each IRM support group's roles and responsibilities. The contractor shall be responsible for supplying amoroximately five headsets and two pagers for the support desk statf. C.1. 3.1. 2.1 TROUBLE CALL TRACKING SYSTD1 The contractor shall provide an on-line call tracking database for logging, documenting, routing and tracking support calls. The call tracking database shall include, at a minimum, but not be limited to the following information: e service call identification number o customer name, room no. and telephone number e customer's office affiliation e date and time of call e type of call e server name e description of the hardware or software ) involved e problem description i e status description i e action description e resolution date and time e duration of time for repair or resolution i I

-_m_ ,7 ^ 7 The call tracking database shall be a sharable program which shall allow access to each IRM support group involved in the resolution of customer calls. The database should be capable of providing various levels of security to provide access to designated IRM support groups and be able to be customized to meet any changing requirements. The call tracking database shall have the capability of generating reports and providing trend analysis through performing searches and generating tickets based on specific information. In addition, the database shall have the capability to archive and search tickets for current and previous years. The call trr.cking database shall at a minimum, but not limited to, have the capability to search on the following information: User / location / phone number / room number e Office / Organization o Problem Type e Technician e Hardware and software product The support desk staf f shall use the on-line database for logging, documenting, routing and tracking all calls received for support i f rom the customer. The call shall be logged ic the database and if not resolved by the support desk staf f, the call shall be routed to the appropriate IRM support group for resolution. The contractor shall develop written procedures for using the support desk trouble tracking database. The procedures shall provide detailed instructions on how to manipulate the database. At a minimum, the procedures shall provide detailed instructions for: (1) accessing,

editing, and manipulating the

" support desk trouble tracking database' PLACE OF PERFORMANCE: The contractor shall be physically located at the NRC where office space will be provided to support this task order. Office location will be at 7920 Norfolk Avenue, Bethesda, Maryland. -i EQUIPMENT: The government will provide the contractor with desks, chairs, telephones, computer equipment, sof tware and necessary reference manuals.

m _-.... - _ ._m...... I l 1 e l 8 HOURS OF OPERATION: i The contractor shall provide support coverage Monday through Friday, beginning at 6:30 a.m. until 6:00 p.m. The hours of coverage may be modified by the NRC Project Officer at any time during the performance of this task order. The contractor shall be permitted a one hour lunch break. The lunch break shall be staggered to provide f or adequate coverage at the support desk at all times. C.1.3.1.2.2 Training The contractor shall provide documentation and training as required by the NRC in support of the centralized information and support functions. The contractor shall prepare and present training sessions to management, support groups and user groups as required by the NRC in support of the centralized information and support functions. Training sessions may require, but not be limited to, the use of: 1. Audio / visual aids. 2. Personal presentations. 3. Handouts. 4. Graphs / charts, etc. Specifically, the contractor shall provide training for the call tracking database system to the designated IRM support groups identified by the NRC Project Officer. The NRC Project Officer shall be responsible for identifying the support groups, and arranging the date, time and location for the training session. The training shall be conducted on site at the NRC Headquarters located in Rockville and Bethesda, Maryland. The contractor shall provide at no additional cost to the Government, one copy of the training materials to the NRC Project Of ficer. The NRC shall be responsible for reproducing additional copies if required. C.1.3.2 . Reports In addition to the monthly reports required by Sections F.3 and F.4 of the contract, the contractor shall submit statistical reports as requested by the NRC Project Of ficer. At a minimum, the contractor shall provide statistical reports on a weekly and monthly basis that provide a breakout of calls received and resolved by the support desk and IRM support groups.

. _ a qu $ o, r . 49 p = i( I 9 c.1.3.3 Deliverables _ orking

days, the a.

Within fifteen (15) w contractor shall submit to the NRC Project Of ficer a detailed plan for tr ontractor to assume responsibility f or the t.,, >crt function i and a transition plan f or migrating f rom the decentralized support structure to a centralized customer support desk. The NRC will provide c'mments within five f5) working days. The contractor shall incorporate NRC comments and provide a final plan five (5) days working days of receipt of NRC comments. b. Within ten (10) working days of NRC approval of the transition plan, the contractor shall submit a draft document of the " Standard Operating Procedures" (SOPS) to the NRC Project Officer. The NRC will provide comments within five (5) working days. The contractor shall incorporate NRC comments and provide final document of the SOPS within five (5) working days of receipt of NRC comments. c. Within ten (10) working days of NRC approval of the transition plan, the contractor shall submit a draft document of procedures for using the support desk trouble tracking database to the NRC Project Officer. The NRC will provide comments within five (5) working days. The contractor shall incorporate NRC comments and provide a final document of the procedures within five (5) working days of receipt of NRC comments.

~ I e g.p. p, e } O 4 6.' l 10 l f C.1.3.4 Travel All travel for this task order is expected to be local within rae Washington, D.C Metropolitan area. The contractor shall util &::e the NRC shuttle bus for transportation to all Rockville and Bethesda locations.

However, should the NRC furnf ahed transportation not be available to support the requirements of this task crder, the contractor shall provide transportation to tFe NRC work sites.

The contractor may make a claim for reimbursera at in accordance with the Federal Travel Regulations for local transportation. Prior approval must be obtained from the NRC ~ Project Officer for any travel in excess of 20 miles. C.1.3.5 Labor Categories This section provides recommended labor categories anticipate i for this task order. The contractor shall employ as direct labir in the performance of this task order only personnel who are fully qualified and competent to perform the assigned duties. Persinnel shall be assigned to efforts in a manner which will pri vide greatest efficiency. Normally, the lowest reasonable catego.:y of labor capable of performing a function will provide the gre, test efficiency. Also provided are the

duties, responsibilities and mi.imum qualifications for each labor category reconnended.

LABOR CATEGORIES LABOR HOURS: 1. Project Manager 1880 2. Senior Systems Analyst 1880 3. Jr. Systems Analyst 1880 4. Systems Analyst 1880 5. Programmer Analyst 1880 6. Computer Aide 7520 C.1.4 PERIOD OF PERFORMANCE The period of performance for this Task Order is one year. ~ i I i

~ ^ ~ ,..a , y o yy,- 1 : i i 1 i l TABLE 1 NRC SUPPORTED WUtDWARE Me SOFTWARE . HARDWARE: 1 IBM PC/AT/AT. clones and compatibles-IBM PS/2 (including microcnannel) e e IBM 286/386/486 and future generations, clones and compatibles, including expanced ano extenced memory ana built-in peripherials sucn as disk. tape and CD-ROM drives IBM. clones ano ccmpatibles -- portables, lap, desk ana palm teos Add-in boards to include 3270 adapters and internal e mocess Hardware peripherals to include printers (dot matrix, e post script, laserjet), video displays and modems Printer font cartridges, print directors, external disk 4 e drives, bernoulli boxes, hardcards, AST boards, optical drives and scanners, etc. e Local area network components SOFTWARE:- e IBM PC/MS/DR DOS IBM Basic Interpreter e Lotus 1-2-3 Crosstalk XVI (to include IRN developed profiles and e scripts) e Crosstalk Mark IV IBM 5520 Attachment Program (to be phased out in 1994) e and IBM 3270 Emulation Prograa Smarterm Wordperfect Family Products including Wordperfect 5.1 and Wordperfect Office Borland. Family Products including Paradox. Sidekick, Quattro Pro, dBase, Master Graphics (Chart / Sign / Diagram l Master) e Harvard Graphics AST Research, Inc. software (six pak plus/superpak) e Fontware Bitstream Software (as distributed for Wordperfect) Memory Managers (currently including QEMM) Lexis/Westlaw Travel Manager Plus Timeline

( ,...e ,.r,nn, v .. :.,:,, g. w a... ;,.a,,,.. .; ;-i v, 1 L t l 4 TABLE 1 Continued i { Windows (incluaing MS' Winaows, ano current supportec e procucts with a Windows version 1 o Procom Plus e PC Anywnere MICROCOMPUTER SOFTWARE TOOLS: e Norton Family Proaucts (currently including Norton Utilities. Norton Advancea Utilities. Norton Anti-virus) Anti-virus software (currently inclucing Norton, Central-point, fastback plus) e Laplink. i Disk Management Software (including PC tools, SpinRite, e DiskManager) t J MICROCOMPUTER PROGRAMER SOFTWARE TOOLS: e Clipper e QLA e R&R e Microsoft Access i fi i i f f l l i ) i ) i I

...,,c.<~ i r ._,_,..r.,. _ y. r.u s t O TABLE 2 NRC BUILDING LOCATIONS BETHESDA. MARYLAND Phillips Bu11cing Marylano National Bank Building 7320 Norfolk Avenue 7735 Old Georgetown Roaa East-West / West Towers Woodmont Building 2350 East-West Highway 3120 Woocmont Avenue Fcrd Building Landow Building 7'.01 Wisconsin Avenue 7920 Wooomont Avenue ROCKVILLE, MARYLAND One White Flint North Two White Flint North 11555 Rockville Pike 11553 Rockville Pike Nicholson Lane East Nicholson Lane Building' 11428 Rockville Pike 11426 Rockville Pike l NRC Warehouse ) 5000 Boiling Brook Parxway \\ WASHINGTON, D.C. j Public Document Room Gelman Building 2120 L Street N.W. Other buildings occuoied by the NRC as specified by the NRC Project Officer. -l I

r es. O 4 005f TION DESCRIPTION M

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2"oieCT 3naQer Funct ms: Organizes. Jirect:. ano manaces .1 s ion i t'i c ant funct:onai 3reats) ai ;upport services recuireo Oy this contract. .'btains starf for first ano secono levei managers for numerous

ro]ects.

Qualif' cations 4 65 or EA recuirea in an appropriate field (e.g.. business Educat on: seministration, manacement science. computer science- ~ j engineering) or extensive relateo previous experience.

dvancea professional educational and training in management principles and practices for this type of effort are cesiracle.

oproximately 6 years progressive responsibility is recuireo Excer'ence:

in the area of automatic data processing, local ano Wide Area Network ano 0A Systems, and telecommunications as aopraortate to the specific management position. Recent (within the last 3 years) experience must be in managing multiple projects simultaneously from initiation througn completion. l he Contract Manager must have had approximately and 0A 4 years _of experience managing network pro]ects. l l 1 i

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j -l TITL(- SENIOR SYSTEMS ANALYST I FUNCTICNS-7erforms systems analyst work to suoport the overall microcomputer, network, and c:mmunicatiens

eleccmunications funct: ens ccmoriseo of aapiications, network ano enc-user support.

UTIES l'JD RE$PON513!LI"E5-ano telecommunications Analyses and resolves comoiex microcomputer, network problems from a total systems perspective.

Evalua:es user needs, anc if reautreo designs, develops anc intearates ~ approcriate tracking systems to support the NRC. Provices advice ano consultation to customers on proolems encountereo ir

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licroc:mputer, network ano teleccmmun1 cations environment.

Provides assessment of new technologies for integration into the NRC networx ano telecommunications systems. Reviews ano analyzes as required current or new software applications #cr integration into the NRC microcomputer environment. Plans, conducts and directs systems projects of major importance and difficulty, necessitating the application of advanced computer systems knowledge. nalyzes and evaluates existing or ::rocosed database tracking systems ano i# requirec devises new tracking systems to meet the neeos of the NRC. Prepares charts and diagrams to assist in problem analysis ano sucaits reco=endations for solution. Prepares detailed program specifications and flowcharts, and cooroinates the system's installation to provide ena-user support. j Performs other related duties as assigned. MINIMUM OUALIFICATIONS: Bachelors degree in an associated discipline and a minimum of 4 to 6 years of rel,ated experience; or An ecuivalent comoination of educatien and training that provides the reautre knowledge, skills, and abilities.

. v.n. v w n.. l e i- ; itTI(: SYSTEMS ANALYST t 4 FUNCTIONS: i Performs system analysis for tecnnical support tasks associated with automatic

cts as coint data precessing, netwarxino ano telecomrnunications environment.

of contract for eno-users wno nase cperationai er tecnnically-ralated proolems. CUTIES l'.D RFSPONSIBIL!PS: t Must be capaDie of analyzing and supporting various computer software systems. possessing a wide range of capaoilities including networking ano communications applications. Performs analysis of ;roolems ano systems in tr.e micreccmputer ano documentati:n l of netwarK ano telec:nunications environment. Plans, ::nducts ano -cooroinates validation studies of a routine nature necessitating the application of advanced computer systems analysis technicues. Analyzes existing or ::roposed applications &nd systems for ano user succort Prepares charts ano iagrams to assist in problem analysis and sucmits recommencations for s:iu. cn. i Prepares detailed pregram specifications ano flowcharts, ano cooroinates tre system s installation to provide end-user suoport. Performs other relates duties as assigned. MINIMUM 00AllflCAT'ONS: Bachelors degree in an associated discipline and a cinimum of 2 to 4 years :f relateo experience: Or An equivalent comoination of education and training that provides the recuirea knowleoge, skills, ano abilities.

wemg%, M2 l' s o t. !l g: JUNIOR SYSTEMS ANALYST FUNCTIONS: Assists in performing systems analyst work to support the overall microcomputer. teleccmunications functions compriseo of appiications, networn network, and comunications ano eno-user suoport. DUTIES AND RESPONSISil! TIES Provides telephone succort to the NRC to resolve problems encountered. Assists in analyzing and resoiving microcomputer, network ano telecommunicat ons problems from a total systems cerspective. Assists in evaluating user neeos, and if necessary, designs, develoos ano integrates appropriate tracking systems to support the NRC. Provides advice ano consultation to customers on proolems encountered in the microcomputer, networt ano telecommunications environment. Assists in evaluat:= of new technologies for integratic-into the NRC ccm uter enyironment. Assists in reviewing and analyzing current or new software applications for integration into the NRC microcomputer environment. Assists in develocing datacase tracking systems and if recuired, devises new tracking systems to meet the needs of the NRC. Assists in planning, conducting and coordinating validation studies of a routine nature necessitating the application of advanced computer systems analysis techniques. Assists in analyzing existing or proposed applications and systems for end-user Prepares charts and diagrams to assist in problem analysis and sutaits support. recommendations for solution. Assists in preparing routine program specifications and flowcharts, and assists in the system's installation. Performs other related duties as assigned. MINIMUM OVAtlFICATIC'IS: Bachelors degree in an associated discipline and a minimum of 0 to 2 years of related experience; or An equivalent comoination of education and training that provides the required knowledge, skills, and abilities.

aw w grc..myrvmo-^ r .m s f I ~. f TITLE: PROGRAMMER / ANALYST FUNCTIONS: Performs analysis and cesign of automatic data processing systems for Develoos and

crocomputer. networking ano telecommunications eno-user support.

supports database tracning systems to document eno-user support calls. DUTIES ;ND RESPONSIBILITIES: Analyzes system requirements and develops methoos for problem-solving by producing flow charts, ano associated documents. Provides tecnnical support in solving problems of design and reliability. ano in maintaining the integrity of the system. Par'ticipates in the testing of computer programs revising and refining all documentation used througn the program as testing is completed. Participates in the review of existing programs in order to make refinements that increase their efficiency. MINIMUM OUAtlFICATIONS: BS or SA degree is desiracle in computer science, engineering, or tusiness administration. . Minimum of 4 years of ADP experience and 2 years experience in problem analysis or systems design. Specific experience is desired with microcomputer, networ(ing and telecommunications support services. Position reoutres init:ative. imagination, analytical ability, and the ability to deal tactfully and effectively with NRC personnel. h

..r.w gm p.. o n ij, ..v.. sr s a., 4 i s 8 .i IlitE-COMMUNICATIONS SrECIALIST i FUNCTI?NSt Provices technical succort to the .iRC microcomputer. network. ano telecc=unications environment. Acts as interf ace cetween tr.e customer, systems progra=ing ano cperations to resolve problems frcm a 10tal :ystems cerspective.

UTIES :ND cES:rNSIBILIT ES:

Provices suoport ano resolves custcmer proolems througn teleonone ciscussions ano cooroination with other support groups. Works ith other succort grouc personnel to determine prooiem resoluticn. Cocume-ts proolems ano corrective procedures. Assists in resolving problens relating to communication interfaces ano protocois from a -icrocomputer cerspective. Provices assessment of new technologies (harcware and software) for possioie integration into the NRC r.etworK ano telecommunications environment. Perfor s other cuties as assigned. MINIMUM OVALIFICATICNS: Bacheicrs degree in an associated discipline and a minimum of 2 to 4 years of relate: experience: or An eouivalent comoination of education and experience that provides the require knowiecge and skills. s 1 t I P

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7 7 POSITION DESCRIPTION 'l t Titla: Computer aide Functir-5: Enter data into it'e NRC LAN performance database to reflect cnanges in the NRC inventory of LAN terminais, printers. microcomputers. LAN components ano software. Labels LAN software aiskettes in preparation for issue to users. Enters LAN transactions to other automated databases in support of ^ LAN inteoration ano installation. Performs LAN haroware ano software inventory activitles. Performs document conversion ~ activities as directed by NRC staff. Maintains an accurate daily recora of all calls: routes LAN service reauests ano LAN software support requests to the apprcpriate NRC staff. Qualificnions Educatir-- High school or trade school graduate. Degree in computer science, mathematics or business administration desiracle. [xcerleece: Knowledge of good telephone proceoures and routine office aaministrative proceoures. Experience with library controi i ano inventory control practices is desirable. Knowledge of data processing principles and practices. Prior hands-on exoerience with microcomputers recuired. Some data entry exoerience. Basic typing ability is recuireo. Working knowledge of LAN equipment sufficient to distinguisn j l potentially critical calls from routine LAN services calls. i i}}