Ka’ala Systems Technology Corp. Subcontractor in Support of Defense Information Systems Agency – Pacific Global Service Center for DISA Mission Support Tier I Service Desk at DISA PAC, Ford Island, Hawaii on 1 Oct 2019 with 3 option years.
Ka’ala Systems Technology (KST) Corp. DoDNet Tier II End User Support. This task is to be performed at Government facilities throughout the Pacific Basin. KST is providing End User Level 1 Tier II support. These services include: providing support and maintenance to the organization’s NIPRNet and SIPRNet end user devices. Virtual Tier II support shall be provided 24 hours per day / 7 days a week / 365 days a year to all users wherever possible. provided 0600-1800 local site time, Monday through Friday, to include holidays, with on-call support after hours.
KST is responsible to provide end user device and software support. KST will provide end-user device and software support, to include initial imaging (using a methodology defined, maintained, and managed by DoDNet IT Services). Further, end-user device support includes the configuration of new systems (including disk encryption (BitLocker) configuration and Basic Input/Output System (BIOS) / Unified Extensible Firmware Interface (UEFI) configuration as defined by DoDNet IT Services), reimaging of existing systems, diagnosis and repair of existing systems, and coordinating with DoDNet IT Services (e.g., providing touch labor support) to maintain the security posture of existing systems. End-user device support also includes ensuring secure communications for voice services and mobility devices to include provisioning account services (add/change/delete), and purebred installation or other capabilities for mobile devices. End-user devices are inclusive of all end-user IT devices (e.g., laptops, desktops, tablets, mobile devices, desk phones, audio visual equipment, zero clients, thin clients, piloted devices, printers, multi-function devices, and associated peripherals). End-user software support includes coordinating with DoDNet IT Services to install and configure DoDNet IT Services-authorized application software. Provide touch support as directed by DoDNet Service Management Center (DSMC) for LAN and server devices when virtual support is unreachable or not available, < 1% of incidents.