Client Technologies Analyst (HELP DESK Technician) - Abacus : Job Details

Job Description: Name Client Technologies Analyst (HELP DESK Technician) RFQ no. FGCC 23/24-001 Agency, State Florida Gaming Control Commission (FGCC) , FL Area/Service Staffing Location 1.The work location will be headquartered at 1400 West Commerical Blvd, Ft. Lauderdale, FL but will require travel throughout the state. 2.The position will work within the Infrastructure Support team. Contract Duration The term of the PO resulting from this RFQ shall have an anticipated start date of July 14, 2023, and will have an end date of October 30, 2023. Release Date 06/17/2023 Solicitation Point of Contact Shane.Phillips ; Q & A due Date Questions shall be submitted via the MFMP eQuote system and title Questions for the Procurement Officer. This can also be accepted by email to: Award Type Confirming with the client Bid due Date 06/26/2023 at 4:00PM SOW The Commission's preferred Client Technologies Analyst Knowledge, Skills and Abilities include: bility to troubleshoot issues on a network. bility to work under pressure and with multiple deadlines ttention to detail and consistency of work output bility to develop and implement project plans bility to communicate clearly and effectively in writing bility to work independently bility to conduct efficient primary and secondary technical research online bility to troubleshoot hardware and software issues Knowledge of current software / hardware products and technologies Technical certifications preferred Familiarity with Microsoft Visio and Excel Knowledge of distributed processing operations, software, procedures, and equipment. Knowledge of Information Security, principles and best practices. Knowledge of network wiring/cabling. Knowledge of telecommunications principles, equipment, procedures, and terminology. bility to diagnose and resolve telecommunication issues. bility to process information logically and solve problems. bility to monitor, troubleshoot, and resolve problems with distributed computer systems components. bility to identify and define user needs. bility to establish and maintain effective working relationships with others. bility to write technical reports. bility to communicate effectively with both technical and non-technical audiences. This includes the ability to explain complex technical concepts in a clear and concise way, as well as the ability to listen to and understand the needs of users. bility to provide excellent customer service. This includes being able to quickly and efficiently resolve issues, being patient and understanding, and being able to build rapport with users. bility to think critically and solve problems independently. They should be able to identify and prioritize issues, develop and implement solutions, and track the progress of issues until they are resolved. bility to work effectively as part of a team. They should be able to collaborate with other IT professionals, as well as with users, to resolve issues. bility to manage their time and workload effectively. They should be able to prioritize tasks, meet deadlines, and work independently without supervision Submittal Requirement Introductory Letter and Letter of Commitment Resume Resume Acknowledgement Form References Price Sheet Education/ Experience: Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. minimum of 3 years of IT work experience in supporting desktop software and hardware products and problem solving/troubleshooting. References Three (3) business references for each contractor's employee proposed, with contact information including telephone number and email address Resumes required? Please submit no more than (1) candidate resume for the Client Technologies Analyst position. Rate card required Single Fixed Hourly Rate Hardcopy/Email/portal submission Via Email (Refer to attachment for submission process) Attachment: Request for Quotes (RFQ) FGCC 23/24-001 Information Technology (IT) Staff Augmentation Services State Term Contract (STC) Number: 80101507-22-STC-ITSA Florida Gaming Control Commission Client Technologies Analyst (HELP DESK Technician) 1.0 OVERVIEW Pursuant to section 287.056(2) Florida Statutes (F.S.), the State of Florida, Florida Gaming Control Commission (FGCC or Commission), issues this Request for Quotes (RFQ) to Contractors who have previously been awarded STC No.: 80101507-21-STC-ITSA, Information Technology (IT) Staff Augmentation Services, to provide staff augmentation resources. The Commission seeks to enter into a Purchase Order (PO) via the MyFloridaMarketPlace (MFMP) Ariba On Demand (AOD) system for staff augmentation as specified in this RFQ. 2.0 DESCRIPTION OF PURCHASE The State of Florida, Florida Gaming Control Commission (FGCC), is seeking a Vendor (also referred to as Contractor ) to implement by July 14st, Staff Augmentation Position for a Client Technologies Analyst (Help Desk Technician) to support the Commission. This position will be located in our Ft. Lauderdale office and will travel throughout the state. TABLE 1 DESCRIPTION OF PURCHASE Job Title Job No. Estimated Timeframe the Contract Staff Are Required Client Technologies Analyst (C.Advanced) 2010 July 14,2023-October 30, 2023 3.0 BACKGROUND The newly created Florida Gaming Control Commission (FGCC) is a five member commission appointed by the Governor. The FGCC is charged with investigating and enforcing Florida pari-mutuel and gaming statutes and rules. The FGCC is searching for a Client Technologies Analyst to help support our growing infrastructure and IT team. This role will report directly to the Infrastructure Manager and will be responsible for completing computer roll out throughout the state. This position will be involved with deploying and troubleshooting workstations, network equipment and handling the transition and integration of the current Division of PMW to FGCC resources and network. 4.0 TERM The term of the PO resulting from this RFQ shall have an anticipated start date of July 14, 2023, and will have an end date of October 30, 2023. The Commission does not anticipate a renewal; however, in accordance with section 287.058 (1) (g), this PO may be renewed for a period that may not exceed 3 years or the term of the original PO, whichever is longer. Renewal must be in writing and is subject to the same terms and conditions set forth in the initial PO and any written modifications signed by the parties. Renewals are contingent upon satisfactory performance evaluations by the FGCC and subject to the availability of appropriated funds. 5.0 SUBMISSIONS OF QUOTES Please submit no more than (1) candidate resume for the Client Technologies Analyst position in accordance with the below.

The contract period for this scope of work is anticipated to take place between July 14,2023-October 30, 2023.

The Contractor shall submit a resume of their best Client Technologies Analyst (s) that, at a minimum, meet the required KSA's, with no more submissions submitted in any category than the total number of potential positions to fill.

Commission will perform a CJIS background check; which shall be completed prior to the Client Technologies Analyst commencing work at the Commission.

The Contractor must supply a matrix of candidate skills highlighting required skills to indicate, for each candidate submitted, details regarding the number of years the required skills have been used, the last time the skill was used, and in what context/for what project.

Contractor is required to submit pre-screening reference checks on all candidates submitted

The Contractor must not restrict employment of its employees, after the conclusion, or termination of a Commission PO. By responding to the RFQ, the Contractor specifically agrees to this provision.

Contractor quotes will be evaluated for compliance with the scope of work.

It is the Contractor's responsibility to submit only resumes of staff members who meet US Department of Labor employment eligibility requirements, and eligibility requirements (Form I-9) of the Department of Homeland Security, U. S. Citizenship, and Immigration Services.

Submissions received after this deadline will be considered non-responsive and will not be evaluated.

The Commission assumes no responsibility for missing or delayed proposals.

The Commission requires the selected candidate to comply with all Commission policies and procedures.

The Contractor response must provide a statement that the Client Technologies Analystselected is responsible for performing the work required in the Commission's SOW.

ll work products produced by the Client Technologies Analyst during contracted hours are considered property of the Commission.

6.0 SCOPE OF WORK Under the resulting PO, the selected Contractor shall provide staff to fill contract positions who can work the requested schedule, perform the tasks required, and who possess the qualifications as set forth in this RFQ. Work Tasks and Qualifications for each position are located in the IT Staff Augmentation Services STC and within this RFQ. Primary duties related to this position include but are not limited to the following. The Contractor shall provide the following service tasks for the unit in which they are augmenting over the course of the PO period: A. Duties

Installs computer, network, and peripheral devices.

ssists with computer and network support for the Agency's users and offices located throughout the state and handle incidents and service requests.

Writes technical documentation and operating procedures related to supporting offices, networks, security, hardware, software, and applications.

Maintains technology equipment inventory and assists with maintaining computer images and operating system updates for the Agency's infrastructure.

ssists end-users by troubleshooting, diagnosing, and resolving technical issues with distributed computer systems components.

B. Delivery

Demonstrates, models and reinforces the Commission's fundamental values of fairness, cooperation, respect, commitment, excellence, honesty and teamwork

Provides high quality and professional customer service

Coordinates with vendors and service providers to resolve technical support issues

dministers, maintains and enforces appropriate security and access to computer systems, network resources and communications systems

Ensures overall health and availability and quality of services

Performs system tuning activities including the modeling of existing and proposed workloads to forecast hardware requirements and develop capacity management plans

Provides ancillary support for inventory, monitoring products

C. Systems Maintenance

pplies patches, hotfixes, service packs, firmware and other upgrades to maintain systems at supportable levels

D. Research and Planning

Keeps current with industry trends and practices

Verifies that proper capacity, configurations and hardware are in place to support current and anticipated needs

Researches, analyzes, recommends, designs, tests and implements new technologies and services to deliver cost-effective and technically efficient solutions

ssists leadership in establishing objectives, setting goals and establishing unit priorities

Evaluates product enhancements to ensure continuous product improvement

ssists leadership on technical and project-specific initiatives

Work with project management teams to facilitate large initiative planning

Work with stakeholders to gather and analyze technical requirements

E. Internal Processes & Support

Follows all established team processes and procedures

Facilitates product purchases and maintenance renewal efforts

Develops documentation for support processes, systems and procedures

Participates in the change management process

Tracks time for Professional Services billing purposes

Provides second level technical support assistance to internal and external customers

Maintains security, confidentiality and availability of systems

Monitors ticketing system and responds appropriately

Must be available for on-call and/or overtime duties as required

Participates in Computer Security and Incident Response Team (CSIRT) and Continuity of Operations (COOP) events, where required

Develops quality control methods for ensuring platform output meets standards

F. Work Schedule

Weekly billable hours not to exceed forty (40) hours, unless prior written approval is provided by the Contract Manager.

five (5) day regular work schedule will be mutually agreed to in writing, unless prior written approval is provided by the Contract Manager. Work hours are: Monday through Friday, Normal Business Hours, but may includes after hours, nights and weekends

G. Work Location

The work location will be headquartered at 1400 West Commerical Blvd, Ft. Lauderdale, FL but will require travel throughout the state.

The position will work within the Infrastructure Support team.

H. Equipment

The contract staff will be provided with required equipment.

I. Security Obligations

The contract staff shall comply fully with all policies, security procedures, laws and regulations of the United States, State of Florida and the Commission in performance of the work proposed.

The contract staff shall successfully pass a level 2 background check conducted by the Commission, pursuant to the background checks and screens language contained within the IT Staff Augmentation Services Contract before any work may begin.

7.0 DELIVERABLES The Commission's ticketing system will be used to track work activities and the Contractor Time Reporting system time sheets will be used for time tracking. Work record and time submission shall be done by the 5th day of each month detailing the previous calendar's month's activity. 8.0 QUALIFICATIONS ND EXPERIENCE The Commission's preferred Client Technologies Analyst Knowledge, Skills and Abilities include:

bility to troubleshoot issues on a network.

bility to work under pressure and with multiple deadlines

ttention to detail and consistency of work output

bility to develop and implement project plans

bility to communicate clearly and effectively in writing

bility to work independently

bility to conduct efficient primary and secondary technical research online

bility to troubleshoot hardware and software issues

Knowledge of current software / hardware products and technologies

Technical certifications preferred

Familiarity with Microsoft Visio and Excel

Knowledge of distributed processing operations, software, procedures, and equipment.

Knowledge of Information Security, principles and best practices.

Knowledge of network wiring/cabling.

Knowledge of telecommunications principles, equipment, procedures, and terminology.

bility to diagnose and resolve telecommunication issues.

bility to process information logically and solve problems.

bility to monitor, troubleshoot, and resolve problems with distributed computer systems components.

bility to identify and define user needs.

bility to establish and maintain effective working relationships with others.

bility to write technical reports.

bility to communicate effectively with both technical and non-technical audiences. This includes the ability to explain complex technical concepts in a clear and concise way, as well as the ability to listen to and understand the needs of users.

bility to provide excellent customer service. This includes being able to quickly and efficiently resolve issues, being patient and understanding, and being able to build rapport with users.

bility to think critically and solve problems independently. They should be able to identify and prioritize issues, develop and implement solutions, and track the progress of issues until they are resolved.

bility to work effectively as part of a team. They should be able to collaborate with other IT professionals, as well as with users, to resolve issues.

bility to manage their time and workload effectively. They should be able to prioritize tasks, meet deadlines, and work independently without supervision

9.0 RESPONSE CONTENT AND FORMAT Interested Contractors should respond to this RFQ, via the MFMP Sourcing eQuote system. Responses are due on the date and time shown in Section 10.0, Timeline. The response to this RFQ shall be concise and shall follow the outline below:

Introductory Letter and Letter of Commitment

Include an executive summary of the contract staff's qualifications and recommended approach, a point of contact for all RFQ communications, and the length of time the quote is valid, which shall be no less than one-hundred eighty (180) days. Contact information including the vendors name as registered in MFMP, and the email address, phone number, and mailing address of the point of contact should be included. If the point of contact for the RFQ communications is different than the point of contact for resulting PO term, please include contact information for both persons.

Resume

Resume of the person(s) proposed to fulfill the requirements of this RFQ, for each position where a contractor's employee is proposed.

Resume Acknowledgement Form

Included in the MFMP Sourcing eQuote posting of this RFQ as ttachment B, Resume Acknowledgement Form.

References

Three (3) business references for each contractor's employee proposed, with contact information including telephone number and email address.

Price Sheet

The Contractor shall provide Attachment A , Price Sheet, with a single fixed hourly rate for the position/job title that does not exceed the hourly rate in the STC for that job title. No additional fees shall be charged for products or services other than the single fixed hourly rate. The Contractor must complete all fields shown in the table in Attachment A, Price Sheet. Note: If the Contractor considers any part of its response to the RFQ confidential, it shall provide the Commission with a copy of its response with such confidential information redacted. The redacted copy shall be provided to the Commission at the same time Contractor submits its response and must only exclude or obliterate those exact portions which are claimed confidential, proprietary, or trade secret. The Contractor shall be responsible for defending its determination that the redacted portions of its response are confidential, trade secret, or otherwise not subject to disclosure under Chapter 119, F.S. Further, vendor shall protect, defend, indemnify, and hold harmless FGCC for any and all claims, costs, fines, and attorney's fees arising from or relating to vendor's determination that the redacted portions of its response are confidential, proprietary, trade secret, or otherwise not subject to disclosure. If Contractor fails to submit a redacted copy with its response, the Commission is authorized to produce the entire documents, data, or records submitted by Contractor in response to a public records request for these records. 10.0 TIMELINE TABLE 2 TIMELINE OF EVENTS Event Date Release of the RFQ June 17, 2023 Responses Due via the MFMP eQuote system June 26, 2023 at 4:00pm Interviews with Respondents, if desired by FGCC June 28, 2023 nticipated Announcement of Vendor Selection via the MFMP eQuote system July 5, 2023 11.0 Questions to The Procurement Officer Questions shall be submitted via the MFMP eQuote system and title Questions for the Procurement Officer. This can also be accepted by email to: [email protected] 12.0 PRICE The vendor shall provide the name of the proposed candidate and a single fixed hourly rate with a Not-to-Exceed Total Price using Attachment A , Price Sheet. The single fixed hourly rate quoted must be at or below the rate in STC No. 80101507- -21-STC-ITSA for the identified job number. The vendor shall not exceed the total cost provided on Attachment A, Price Sheet. 13.0 SELECTION OF AWARD The Commission intends to select a Contractor for this RFQ that provides the overall best value to the State. The Commission will consider all aspects of submitted proposals when making an award recommendation, including the proposed staff experience, availability, references, and price. When creating a PO for the selected Contractor(s) on this Contract, the Commission will attach to the PO a completed signed Contractor Selection Justification Form, included in the MFMP Sourcing eQuote posting as Contract Attachment C , Contractor Selection Justification Form. 14.0 RFQ HIERARCHY The PO resulting from this RFQ will include the following Attachments which set forth the entire understanding of the Parties and supersede all prior agreements. All Attachments listed below will be incorporated in their entirety into, and form part of each PO. In the event of conflict between the documents that make up the PO, priority shall be in the order listed :

The PO

This RFQ

STC No. 801#######-STC-ITSA

The vendor's Response to this RFQ

Purchase Order Terms and Conditions

15.0 CONTRACT MANAGER The Commission's Contract Manager who will oversee the vendor's performance of its duties and obligations pursuant to the terms of any resultant PO and serve as a liaison with the vendor, will be as follows: Shane Phillips, FCCN, FCCM Florida Gaming Control Commission 4070 Esplanade Way, Suite 250 , Tallahassee, FL 32399 Telephone:

• [email protected]

In the event that the Commission changes the Contract Manager, the Commission will notify the vendor in writing via email. 16.0 PAYMENT SCHEDULE The Contractor shall submit invoices monthly to the Commission's Contract Manager, no later than the fifth (5 th ) business day of each month. No other invoices will be accepted. The Commission shall pay invoices submitted by the Contractor in accordance with the provisions of section 215.422, F.S., which shall govern the rights and obligations of the Commission and the Contractor. Payment shall be based on completion of the deliverables pursuant to Exhibit 1, Job and Family Descriptions nd Section 6.0, Scope of Work, of this RFQ. ll invoices submitted for fees or other compensation for services or expenses shall be submitted in detail sufficient for a proper preaudit and postaudit thereof. ll invoices for any travel expenses shall be submitted in accordance with section 112.061, Florida Statutes. 17.0 FINANCIAL CONSEQUENCES The Commission reserves the right to impose financial consequences upon the Contractor for failure to comply with the performance standard requirements set forth below in Table 3, Financial Consequences, below. TABLE 3 FINANCIAL CONSEQUENCES Performance Standard Requirement Financial Consequences The Contractor shall submit weekly time reporting for a calendar month submitted by the fifth (5 th ) calendar day of the following month. The Commission shall withhold payments due to the Contractor until the weekly time reporting is submitted and impose a $50.00 penalty for each calendar day that the timesheets are overdue. The Contractor staff person shall provide services and skills as indicated in section 6.0, Scope of Work, Section 7.0, Deliverables, and Section 8.0, Qualifications and Experience. FGCC shall withhold payment due to the Contractor and impose a $50.00 penalty per day for each calendar day the state performance Standard Requirement is not met or is overdue. 18.0 REPLACEMENT OR DISCONTINUATION

If the contract staff assigned to the Commission to perform the services under the PO resulting from this RFQ is not available to perform the services, other than for leave approved in advance in writing, by the Commission, the Contractor shall replace the contract staff within thirty (30) days after their last day worked, with a qualified employee that meets the qualifications outlined in the specified position exhibit to this RFQ. The qualified replacement employee shall be either approved or rejected by the Commission within ten (10) working days of receipt of a resume from the Contractor.

The Commission may at any time discontinue services of any contract staff selected under a PO as a result of this RFQ, by providing the Contractor with fourteen (14) days written notice or, in the case of termination for cause, with written notice to the contractor.

19.0 BACKGROUND SCREENING ll vendor employees and their subcontractors and agents performing work under the Contract must comply with all security and administrative requirements of the Commission.

Background Check

In addition to any background screening required by the vendor as a condition of employment, the vendor warrants that it will conduct a criminal background screening of, or ensure that such a screening is conducted for, each of its employees, subcontractor personnel, independent contractors, leased employees, volunteers, licensees or other person, hereinafter referred to as Person or Persons, operating under their direction who directly perform services under the Contract, whether or not the Person has access to State of Florida Data, as well as those who have access, including indirect access, to State of Florida Data, whether or not they perform services under the Contract. The vendor warrants that all Persons will have passed the Background Screening described herein before they have Access to Data or begin performing services under the Contract. The look-back period for such background screenings shall be for a minimum of six (6) years where six (6) years of historical information is available. Access means to review, inspect, approach, instruct, communicate with, store data in, retrieve data from, or otherwise make use of any data, regardless of type, form, or nature of storage. Access to a computer system or network includes local and remote access. Data means a representation of information, knowledge, facts, concepts, computer software, computer programs or instructions, whether it is exempt, confidential, or personal health information. Data may be in any form, including but not limited to, storage media, computer memory, in transit, presented on a display device, or in physical media such as paper, film, microfilm, or microfiche. Data includes the original form of the Data and all metadata associated with the Data. The minimum background check process will include a check of the following databases through a law enforcement Commission or a Professional Background Screener accredited by the National Association of Professional Background Screeners or a comparable standard:

• Social Security Number Trace, and

• Criminal Records (Federal, State and County criminal felony and misdemeanor, national criminal database for all states which make such data available).

Disqualifying Offenses

If at any time it is determined that a Person has a criminal misdemeanor or felony record regardless of adjudication (e.g., adjudication withheld, a plea of guilty or nolo contendere, or a guilty verdict) within the last six (6) years from the date of the court's determination for the crimes listed below, or their equivalent in any jurisdiction, the vendor is required to immediately remove that Person from any position with access to State of Florida Data or directly performing services under the Contract. The disqualifying offenses are:

• Computer related or information technology crimes;
• Fraudulent practices, false pretenses and frauds, and credit card crimes;
• Forgery and counterfeiting;
• Violations involving checks and drafts;
• Misuse of medical or personnel records; and
• Felony theft.

If the vendor finds a Disqualifying Offense for a Person within the last six (6) years from the date of the court's disposition, it may obtain information regarding the incident and determine whether that Person should continue providing services under the Contract or have access to State of Florida Data. The vendor will consider the following factors only in making the determination: i.) nature and gravity of the offense, ii.) the amount of time that lapsed since the offense, iii.) the rehabilitation efforts of the person and iv.) relevancy of the offense to the job duties of the Person. If the vendor determines that the Person should be allowed access to State of Florida Data, then vendor shall maintain all criminal background screening information and the rationale for such access in the Person's employment file.

Refresh Screening

The vendor will ensure that all background screening will be refreshed every five (5) years from the time initially performed for each person during the Term of the Contract.

Self-Disclosure

The vendor shall ensure that all Persons have a responsibility to self-report within three (3) calendar days to the vendor any updated court disposition regarding any disqualifying offense, regardless of adjudication (adjudication withheld, a plea of guilty or nolo contendere, or a guilty verdict). The vendor shall immediately reassess whether to disallow that Person access to any State of Florida premises or from directly performing services under the Contract. In addition, the vendor shall ensure that all Persons have a responsibility to self-report to the vendor within three (3) calendar days, any arrest for any Disqualifying Offense. The vendor shall notify the Commission's Contract Manager within twenty-four (24) hours of all details concerning any reported arrest.

Duty to Provide Security Dat

The vendor will maintain the security of State of Florida Data including, but not limited