Information Technology User and Field Operations Support II (NEON II)

USCIS has a continuing requirement for IT operations and maintenance (O&M) for an estimated 27,000 users at over 230 locations nationwide and 28 overseas. Information Technology Operations II (NEON II) support will ensure USCIS can effectively meet its mission by providing highly skilled technical staff. Technical services and task areas include: Service Desk Support (Service Desk Tier 1, Service Desk Tier 1.5, Incident Management, Knowledge Management, Problem Management, Service Request Management, Specialized Support); Field Services (Desk side Support (CONUS/OCONUS), Asset Inventory Support, Disposal Preparation Support, Encryption Services, Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M), Local On-Site Cabling); OCONUS Site Support (Mobile devices Services, Deployment Services, Server O&M, Training Support); Service Center Services; Account Management Services; and Hardware Incident Resolution In addition to the above, there will be Transition and Program Management task areas associated with this requirement. A secondary RFI was published to sam.gov on 3/26/24 and USCIS intends to hold an industry day in June 2024. Please watch sam.gov for updates on the industry day specific to NEON II. USCIS is still conducting market research and will update this record to reflect any and all changes.