FPDS Code D301 - IT Facility Operation and Maintenance
FPDS Code D302 - IT Systems Development Services
FPDS Code D306 - IT Systems Analysis Services
FPDS Code D307 - Automated Information Systems Design and Integration Services
FPDS Code D308 - Programming Services
FPDS Code D310 - IT Backup and Security Services
FPDS Code D311 - IT Data Conversion Services
FPDS Code D313 - Computer Aided Design/Computer Aided Manufacturing (CAD/CAM) Services
FPDS Code D316 - IT Network Management Services
FPDS Code D317 - Automated News Services, Data Services, or Other Information Services
FPDS Code D399 - Other Information Technology Services, Not Elsewhere Classified

SIN 132-51 Labor Categories
SIN 132-51 Labor Rates

FPDS Code D304 - Value Added Network Services (VANs)
FPDS Code D304 - E-Mail Services
FPDS Code D304 - Internet Access Services
FPDS Code D304 - Navigation Services
FPDS Code D399 - Other Data Transmission Services, Not Elsewhere Classified - Except Voice and Pager Services

SIN 132-52 Services & Rates

Tomorrow's Solutions Today (TST)
4956 Wyaconda Road
Rockville, MD 20852
Tel: (301) 881-8050
Fax: (301) 881-4113

SPECIAL NOTICE TO AGENCIES: Small Business Participation

SBA strongly supports the participation of small business concerns in the Federal Supply Schedules Program. To enhance Small Business Participation SBA policy allows agencies to include in their procurement base and goals, the dollar value of orders expected to be placed?against the Federal Supply Schedules, and to report accomplishments against these goals.

For orders exceeding the micropurchase threshold, FAR 8.404 requires agencies to consider the catalogs/pricelists of at least three schedule contractors or consider reasonably available information by using the GSA Advantage! on-line shopping service (http://www.gsaadvantage.gov/). The catalogs/pricelists, GSA Advantage! and the Federal Supply Service Home Page (http://www.fss.gsa.gov/)contain information on a broad array of products and services offered by small business concerns.

This information should be used as a tool to assist ordering activities in meeting or exceeding established small business goals. It should also be used as a tool to assist in including small, small disadvantaged, and women-owned small businesses among those considered when selecting pricelists for a best value determination.

For orders exceeding the micropurchase threshold, customers are to give preference to small business concerns when two or more items at the same delivered price will satisfy their requirement.

TST provides service to the 48 contiguous states and the District of Columbia.

TST shall not be liable for any injury to Government personnel or damage to Government property arising from the use of equipment maintained by TST, unless such injury or damage is due to the fault or negligence of TST.

All prices are inclusive of shipping costs to destination within the 48 contiguous States and the District of Columbia.

Prices shown are NET Prices; Basic Discounts have been deducted.

All items are U.S. made end products, designated country end products, Caribbean Basin country end products, Canadian end products, or Mexican end products as defined in the Trade Agreements Act of 1979, as amended.

Not Applicable.

The minimum dollar value of orders to be issued is $100.

In accordance with FAR 8.404:

Orders placed pursuant to a Multiple Award Schedule (MAS), using the procedures in FAR 8.404, are considered to be issued pursuant to full and open competition. Therefore, when placing orders under Federal Supply Schedules, ordering offices need not seek further competition, synopsize the requirement, make a separate determination of fair and reasonable pricing, or consider small business set-asides in accordance with subpart 19.5. GSA has already determined the prices of items under schedule contracts to be fair and reasonable. By placing an order against a schedule using the procedures outlined below, the ordering office has concluded that the order represents the best value and results in the lowest overall cost alternative (considering price, special features, administrative costs, etc.) to meet the Government's needs.

a. Orders placed at or below the micro-purchase threshold. Ordering offices can place orders at or below the micro-purchase threshold with any Federal Supply Schedule Contractor.

b. Orders exceeding the micro-purchase threshold but not exceeding the maximum order threshold. Orders should be placed with the Schedule Contractor that can provide the supply or service that represents the best value. Before placing an order, ordering offices should consider reasonably available information about the supply or service offered under MAS contracts by using the “GSA Advantage!” on-line shopping service, or by reviewing the catalogs/pricelists of at least three Schedule Contractors and selecting the delivery and other options available under the schedule that meets the agency’s needs. In selecting the supply or service representing the best value, the ordering office may consider--

Federal departments and agencies acquiring products from this Schedule must comply with the provisions of the Federal Standards Program, as appropriate (reference: NIST Federal Standards Index). Inquiries to determine whether or not specific products listed herein comply with Federal Information Processing Standards (FIPS) or Federal Telecommunication Standards (FED-STDS), which are cited by ordering offices, shall be responded to promptly by the Contractor.

Information Technology products under this Schedule that do not conform to Federal Information Processing Standards (FIPS) should not be acquired unless a waiver has been granted in accordance with the applicable "FIPS Publication." Federal Information Processing Standards Publications (FIPS PUBS) are issued by the U.S. Department of Commerce, National Institute of Standards and Technology (NIST), pursuant to National Security Act. Information concerning their availability and applicability should be obtained from the National Technical Information Service (NTIS), 5285 Port Royal Road, Springfield, Virginia 22161. FIPS PUBS include voluntary standards when these are adopted for Federal use. Individual orders for FIPS PUBS should be referred to the NTIS Sales Office, and orders for subscription service should be referred to the NTIS Subscription Officer, both at the above address, or telephone number (703) 487-4650.

Telecommunication products under this Schedule that do not conform to Federal Telecommunication Standards (FED-STDS) should not be acquired unless a waiver has been granted in accordance with the applicable "FED-STD." Federal Telecommunication Standards are issued by the U.S. Department of Commerce, National Institute of Standards and Technology (NIST), pursuant to National Security Act. Ordering information and information concerning the availability of FED-STDS should be obtained from the GSA, Federal Supply Service, Specification Section, 470 East L'Enfant Plaza, Suite 8100, SW, Washington, DC 20407, telephone number (202)619-8925. Please include a self-addressed mailing label when requesting information by mail. Information concerning their applicability can be obtained by writing or calling the U.S. Department of Commerce, National Institute of Standards and Technology, Gaithersburg, MD 20899, telephone number (301)975-2833.

In the event security requirements are necessary, the ordering activities may incorporate, in their delivery orders, a security clause in accordance with current laws, regulations, and individual agency policy; however, the burden of administering the security requirements shall be with the ordering agency. If any costs are incurred as a result of the inclusion of security requirements, such costs will not exceed ten percent (10%) or $100,000, of the total dollar value of the order, whichever is less.

Any ordering office, with respect to any one or more delivery orders placed by it under this contract, may exercise the same rights of termination as might the GSA Contracting Officer under provisions of FAR 52.212-4, paragraphs (l) Termination for the Government’s convenience, and (m) Termination for Cause (See C.1.)

GSA Advantage! is an on-line, interactive electronic information and ordering system that provides on-line access to vendors' schedule prices with ordering information. GSA Advantage! will allow the user to perform various searches across all contracts including, but not limited to:

(1) Manufacturer; (2) Manufacturer's Part Number; and (3) Product categories.

Agencies can browse GSA Advantage! by accessing the Internet World Wide Web utilizing a browser (ex.: Netscape). The Internet address is http://www.gsaadvantage.gov/.

NOTE: Open Market Items are also known as incidental items, noncontract items, non-Schedule items, and items not on a Federal Supply Schedule contract.
For administrative convenience, an ordering office contracting officer may add items not on the Federal Supply Multiple Award Schedule (MAS) -- referred to as open market items -- to a Federal Supply Schedule blanket purchase agreement (BPA) or an individual task or delivery order, only if-

The terms and conditions of this contract shall apply to all orders for installation, maintenance and repair of equipment in areas listed in the pricelist outside the 48 contiguous states and the District of Columbia, except as indicated below:

Upon request of the Contractor, the Government may provide the Contractor with logistics support, as available, in accordance with all applicable Government regulations. Such Government support will be provided on a reimbursable basis, and will only be provided to the Contractor's technical personnel whose services are exclusively required for the fulfillment of the terms and conditions of this contract.

Federal Acquisition Regulation (FAR) 13.303-1(a) defines Blanket Purchase Agreements (BPAs) as a simplified method of filling anticipated repetitive needs for supplies or services by establishing charge a?counts with qualified sources of supply. The use of Blanket Purchase Agreements under the Federal Supply Schedule Program is authorized in accordance with FAR 13.303-2(c)(3), which reads, in part, as follows:

BPAs may be established with Federal Supply Schedule Contractors, if not inconsistent with the terms of the applicable schedule contract.

Federal Supply Schedule contracts contain BPA provisions to enable schedule users to maximize their administrative and purchasing savings. This feature permits schedule users to set up accounts with Schedule Contractors to fill recurring requirements. These accounts establish a period for the BPA and generally address issues such as the frequency of ordering and invoicing, authorized callers, discounts, delivery locations and times. Agencies may qualify for the best quantity/volume discounts available under the contract, based on the potential volume of business that may be generated through such an agreement, regardless of the size of the individual orders. In addition, agencies may be able to secure a discount higher than that available in the contract based on the aggregate volume of business possible under a BPA. Finally, Contractors may be open to a progressive type of discounting where the discount would increase once the sales accumulated under the BPA reach certain prescribed levels. Use of a BPA may be particularly useful with the new Maximum Order feature. See the Suggested Format, contained in this Schedule Pricelist, for customers to consider when using this purchasing tool.

Contractors participating in contractor team arrangements must abide by all terms and conditions of their respective contracts. This includes compliance with Clauses 552.238-74, Contractor's Reports of Sales and 552.238-76, Industrial Funding Fee, i.e., each contractor (team member) must report sales and remit the IFF for all products and services provided under its individual contract.

The Davis-Bacon Act (40 U.S.C. 276a-276a-7) provides that contracts in excess of $2,000 to which the United States or the District of Columbia is a party for construction, alteration, or repair (including painting and decorating) of public buildings or public works with the United States, shall contain a clause that no laborer or mechanic employed directly upon the site of the work shall receive less than the prevailing wage rates as determined by the Secretary of Labor. The requirements of the Davis-Bacon Act do not apply if the construction work is incidental to the furnishing of supplies, equipment, or services. For example, the requirements do not apply to simple installation or alteration of a public building or public work that is incidental to furnishing supplies or equipment under a supply contract. However, if the construction, alteration or repair is segregable and exceeds $2,000, then the requirements of the Davis-Bacon Act applies.

The requisitioning activity issuing the task order against this contract will be responsible for proper administration and enforcement of the Federal labor standards covered by the Davis-Bacon Act. The proper Davis-Bacon wage determination will be issued by the ordering activity at the time a request for quotations is made for applicable construction classified installation, deinstallation, and reinstallation services under SIN 132-8.

If appli?able, Section 508 compliance information on the supplies and services in this contract are available in Electronic and Information Technology (EIT) at the following:

Prime Contractors (on cost reimbursement contracts) placing orders under Federal Supply Schedules, on behalf of a Federal Agency, shall follow the terms of the applicable schedule and authorization and include with each order

(a) A copy of the authorization from the Agency with whom the contractor has the prime contract (unless a copy was previously furnished to the Federal Supply Schedule contractor); and

(b) The following statement:

This order is placed under written authorization from _______ dated _______. In the event of any inconsistency between the terms and conditions of this order and those of your Federal Supply Schedule contract, the latter will govern.

a. The prices, terms and conditions stated under Special Item Number 132-51 Information Technology Professional Services and Special Item Number 132-52 Electronic Commerce Services apply exclusively to IT/EC Services within the scope of this Information Technology Schedule.

b. The Contractor shall provide services at the Contractor’s facility and/or at the Government location, as agreed to by the Contractor and the ordering office.

a. When using a performance based statement of work, performance incentives may be agreed upon between the Contractor and the ordering office on individual fixed price orders or Blanket Purchase Agreements, for fixed price tasks, under this contract in accordance with this clause.

b. The ordering office must establish a maximum performance incentive price for these services and/or total solutions on individual orders or Blanket Purchase Agreements.

c. To the maximum extent practicable, ordering offices shall consider establishing incentives where performance is critical to the agency's mission and incentives are likely to motivate the contractor. Incentives shall be based on objectively measurable tasks.

d. The above procedures do not apply to Time and Material or labor hour orders.

a. Agencies may use written orders, EDI orders, blanket purchase agreements, individual purchase orders, or task orders for ordering services under this contract. Blanket Purchase Agreements shall not extend beyond the end of the contract period; all services and delivery shall be made and the contract terms and conditions shall continue in effect until the completion of the order. Orders for tasks which extend beyond the fiscal year for which funds are available shall include FAR 52.232-19 Availability of Funds for the Next Fiscal Year. The purchase order shall specify the availability of funds and the period for which funds are available.

b. All task orders are subject to the terms and conditions of the contract. In the event of conflict between a task order and the contract, the contract will take precedence.

a. The Contractor shall commence performance of services on the date agreed to by the Contractor and the ordering office.

b. The Contractor agrees to render services only during normal working hours, unless otherwise agreed to by the Contractor and the ordering office.

c. The Agency should include the criteria for satisfactory completion for each task in the Statement of Work or Delivery Order. Services shall be completed in a good and workmanlike manner.

d. Any Contractor travel required in the performance of IT/EC Services must comply with the Federal Travel Regulation or Joint Travel Regulations, as applicable, in effect on the date(s) the travel is performed. Established Federal Government per diem rates will apply to all Contractor travel. Contractors cannot use GSA city pair contracts.

The Inspection of Services - Fixed Price (AUG 1996) clause at FAR 52.246-4 applies to firm-fixed price orders placed under this contract. The Inspection of Services - Time-and-Materials and Labor-Hour (JAN 1986) clause at FAR 52.246-6 applies to time-and-materials and labor-hour orders placed under this contract.

TST shall comply with all laws, ordinances, and regulations (Federal, State, City, or otherwise) covering work of this character. If the end product of a task order is software, then FAR 52.227-14 Rights in Data - General, may apply.

Subject to security regulations, the ordering office shall permit Contractor access to all facilities necessary to perform the requisite IT/EC Services.

All IT/EC Services performed by TST under the terms of this contract shall be as an independent Contractor, and not as an agent or employee of the Government.

a. Definitions

"Contractor" means the person, firm, unincorporated association, joint venture, partnership, or corporation that is a party to this contract.

"Contractor and its affiliates" and "Contractor or its affiliates" refers to the Contractor, its chief executives, directors, officers, subsidiaries, affiliates, subcontractors at any tier, and consultants and any joint venture involving the Contractor, any entity into or with which the Contractor subsequently merges or affiliates, or any other successor or assignee of the Contractor.

An "Organizational conflict of interest" exists when the nature of the work to be performed under a proposed Government contract, without some restriction on activities by the Contractor and its affiliates, may either (i) result in an unfair competitive advantage to the Contractor or its affiliates or (ii) impair the Contractor’s or its affiliates’ objectivity in performing contract work.

b. To avoid an organizational or financial conflict of interest and to avoid prejudicing the best interests of the Government, ordering offices may place restrictions on the Contractors, its affiliates, chief executives, directors, subsidiaries and subcontractors at any tier when placing orders against schedule contracts. Such restrictions shall be consistent with FAR 9.505 and shall be designed to avoid, neutralize, or mitigate organizational conflicts of interest that might otherwise exist in situations related to individual orders placed against the schedule contract. Examples of situations, which may require restrictions, are provided at FAR 9.508.

The Contractor, upon completion of the work ordered, shall submit invoices for IT/EC services. Progress payments may be authorized by the ordering office on individual orders if appropriate. Progress payments shall be based upon completion of defined milestones or interim products. Invoices shall be submitted monthly for recurring services performed during the preceding month.

For firm-fixed price orders the Government shall pay the Contractor, upon submission of proper invoices or vouchers, the prices stipulated in this contract for service rendered and accepted. Progress payments shall be made only when authorized by the order. For time-and-materials orders, the Payments under Time-and-Materials and Labor-Hour Contracts (Alternate I (APR 1984)) at FAR 52.232-7 applies to time-and-materials orders placed under this contract. For labor-hour orders, the Payment under Time-and-Materials and Labor-Hour Contracts (FEB 2002) (Alternate II (FEB 2002)) at FAR 52.232-7 applies to labor-hour orders placed under this contract.

Resumes shall be provided to the GSA Contracting Officer or the user agency upon request.

Incidental support costs are available outside the scope of this contract. The costs will be negotiated separately with the ordering agency in accordance with the guidelines set forth in the FAR.

The ordering activity may require that the Contractor receive, from the ordering activity's Contracting Officer, written consent before placing any subcontract for furnishing any of the work called for in a task order.

a. The Contractor shall provide a description of each type of IT/EC Service offered under Special Item Numbers 132-51 and 132-52. IT/EC Services should be presented in the same manner as the Contractor sells to its commercial and other Government customers. If the Contractor is proposing hourly rates, a description of all corresponding commercial job titles (labor categories) for those individuals who will perform the service should be provided.

b. Pricing for all IT/EC Services shall be in accordance with the Contractor’s customary commercial practices; e.g., hourly rates, monthly rates, term rates, and/or fixed prices.

The following is an example of the manner in which the description of a commercial job title should be presented:

EXAMPLE:

System Engineer
Minimum/General Experience: Three (3) years of technical experience which applies to systems analysis and design techniques for complex computer systems. Requires competence in all phases of systems analysis techniques, concepts and methods; also requires knowledge of available hardware, system software, input/output devices, structure and management practices.
Functional Responsibility: Guides users in formulating requirements, advises alternative approaches, conducts feasibility studies.
Minimum Education: Bachelor's Degree in Computer Science

• Manage multiple projects, Indefinite Delivery/Indefinite Quantity contract vehicles, and/or tasks
• Serve as the contractor's point of contact with the government contracting officer and the government contracting officer's representative
• Formulate and enforce work standards, develop schedules, review work discrepancies, and communicate agency policies, purposes, and goals to subordinates
• Manage and control funds and resources
• Monitor the program budget at the top level, staff the program with qualified personnel, and ensure the schedule and deliverables are in compliance with the contract and the delivery orders
• May have profit/loss responsibility
• May represent company on contractual issues relating to contract execution

• Manage multiple concurrent analysis and development tasks
• Serve as the contractor's point of contact with the government contracting officer and the government contracting officer's representative
• Formulate and enforce work standards, develop schedules, review work discrepancies, and communicate agency policies, purposes, and goals to subordinates
• Manage and control funds and resources
• Monitor the program budget at the top level, staff the program with qualified personnel, and ensure the schedule and deliverables are in compliance with the contract and the delivery orders

• Provide technical expertise
• Provide input on task performance, including the order of performance steps, schedules and milestones, and deliverables
• Provide the performance objectives
• Provide input, review, and quality assurance on designing and developing processes and programs

• Develop and/or implement QA policies and procedures
• Review all task orders and contracts for consistency and address all discrepancies in a timely fashion
• Upon review completion and error correction, the QA Manager will inform project manager deliverable is approved for release to the government
• Ensure all required reports and deliverables are submitted in a timely fashion
• Assist in the design or development of new or improved contractadministration practices, resulting in a high performance level in compliance with contract requirements
• Interface with the corporate and project management to review quality assurance activities for consistency with the company's policy and adherence to the contract's requirements
• May function as contract administrator on the task/project. This includes:
• Being responsible for receiving and processing all government orders
• Assuring contract practices comply with the government regulations stipulated within the executed contract

• Work with analysts, engineers, programmers, and technical staff
• Work with senior staff to develop specific architectural capabilities, communications, and hardware systems
• Provide architectural/engineering alternatives, recommendations, and assistance in the development, integration, and installation of automated information system capabilities to designated sites
• Interface with users to obtain status and recommendations concerning engineering and architectural enhancements to automated and communication systems

• Work with senior staff to develop specific architectural capabilities and work with analysts, engineers, programmers, and technical staff
• Provide architectural/engineering alternatives, recommendations, and assistance in the development, integration, and installation of automated information system capabilities to designated sites
• Interface with users to obtain status and recommendations concerning engineering and architectural enhancements to automated and communication systems

• Designing and planning using skill sets that include, but are not limited to Windows, Linux, LAN Manager, TCP/IP, HP OpenView, Sniffer, PC architecture
• LAN/WAN architecture and engineering
• LAN/WAN data communication and performance testing
• Related network engineering

• Conducting network performance, baselining, testing, documentation, and network design
• Performing on-site surveys
• Configuring and installing servers
• Technology integration and testing
• Network design and planning using skill sets that include, but are not limited to Windows, Windows NT, LAN Manager, TCP/IP, HP-OpenView, Sniffer, PC architecture
• LAN/WAN architecture and engineering
• LAN/WAN data communication and performance testing
• Related network engineering
• The Network Engineer must understand configuration management and network integration, LAN installation, client/server environments, etc.

• Troubleshooting network and remote stations
• Scheduling network backups, disaster recovery and file restoration
• File management
• System upgrades
• Network security
• Network maintenance and repair

• Serve as the technical lead for the Project Manager in developing specific functional capabilities and fielding systems and/or software to designated sites
• Provide alternatives, recommendations, and assistance in the development, integration, and installation of automated information system capabilities
• Interface with users to obtain status and recommendations concerning operations and enhancements to automated systems

• Analysis and design of applications
• Knowledge of current storage and retrieval methods
• Demonstrated ability to formulate specifications for other technical staff to use (e.g., coding, testing, debugging, etc.)
• Proven ability to work independently or under only general direction

• Supporting application development
• Application coding and maintenance
• Application testing and debugging
• Creating documentation
• Modifying code
• Supporting and maintaining existing application code

• Interact with the technical staff and functional analysts in evaluation of capabilities and characteristics of existing software programs and applications related to ongoing systems development projects
• Analyze and study complex software programs and applications to determine potential use in fulfilling other system requirements
• Determine proprietary and/or other restrictions that may apply to use or incorporation of existing software and applications into other systems development projects
• Design, develop, modify, debug, test and document software code

• Establishing and reviewing system requirements
• Database development and programming
• Developing, implementing, and maintaining the database
• Determining access time and device allocation
• Conducting validation checks
• Identifying protection and security
• Creating documentation
• Developing statistical methods

• Interact with the technical and functional analysts, acting as a key coordinator between multiple project teams to ensure enterprise-wide integration of reengineering efforts
• Use activity and data modeling
• Develop modern business methods
• Identify best practices
• Identify and assess performance measurements
• Provide group facilitation, interviewing, and additional forms of knowledge transfer

• Working directly with project staff and customer to determine and/or implement project scope and specifications
• Assisting in the planning and delivery of Web site content, including design, layout, classification, account access, troubleshooting, information research, customer assistance, and/or training
• Diagnosing and resolving problems
• Coordinating information to populate the web site
• Researching, evaluating, and providing feedback on Web content
• Maintaining site standards
• Developing account access/classification
• Providing end-user training

• Providing art preparation, layout and editing
• Creating content
• Working with end-users
• Creating graphics using original artwork and clip art
• Creatively enhancing text and data files with a professional appearance
• Compiling drawings and imagery from many sources into effective, clean layout
• The Graphic Designer must have knowledge of page layout and fonts.

• Conduct training programs, seminars, and conferences
• Conduct research to develop and revise training materials and prepare training catalogs and course materials
• Develop instructor materials (course outlines, background materials, training aids)
• Develop student materials (course manuals, workbooks, handouts, completion certificates, and course critique forms)
• Train personnel by conducting formal classroom courses, workshops, seminars, and/or computer-based training
• If applicable, work with help desk to provide technical assistance

• Use word processing, financial/spreadsheet, presentation graphics, and desktop publishing applications and tools
• Coordinate with and assist professionals in the development, preparation, editing, writing, updating, and printing of technical system and program specifications documentation and process or data flow diagrams associated with the development and maintenance of automated information systems
• Create, edit, proof, and update technical content
• Generate documentation in both paper and online formats
• Work with other writers, trainers, and engineers to prepare contract deliverable

• Answering phones and responding to emails
• Logging in all incidents
• Troubleshooting and resolving issues related to mechanical failures, computer hardware failures, software failures and user issues
• Contacting hardware technicians for PC and peripheral problems
• Handing over more difficult calls to experienced support personnel

• Set-up and monitoring of new contracts and subcontracts in the accounting system
• Providing support to the program staff regarding project budgets and task proposals
• Full administration of contracts and subcontracts
• Tracking modifications, extensions and files, monitoring and advising management regarding terms, technical questions and/or interpretation of the contracts and subcontracts
• Managing pricing review process
• Developing and implementing controls to ensure contract to invoice accuracy
• Developing and implementing controls to track workload and workflow
• Reviewing and negotiating task order agreements

• Applying principles and practices of business administration, organization, general accounting, program budgeting, and personnel management and employment laws
• Working with senior management to achieve goals and objectives
• Working independently to plan, organize, schedule, coordinate, and make decisions and judgments relating to assigned projects and other responsibilities
• Performing staff assistance on difficult-to-complex projects and programs

• Configuring, setting up and diagnosing workstation performance
• Providing advanced hardware troubleshooting down to the board level
• Performing hardware diagnostics and routine moves and changes
• Managing the cabling and configuration of LANs, including running cables from hubs to drop sites, testing and troubleshooting, and diagramming and maintaining cable plant
• Recording and archiving PC workstation environment for future troubleshooting reference
• Performing basic software troubleshooting and diagnostics
• Loading application software on single user operating systems
• Troubleshooting and responding to user questions
• Tracking and updating open calls and/or escalating problems as directed by client procedures