Managed Information Technology Services

The Vendor is required to provide managed information technology (IT) services for our agency.
- Services include:
• Provide necessary workstations/desktop equipment and configuration with the latest version of windows and Microsoft suites. (Estimated 25-35).
• Setup and configuration with ongoing support and any configuration changes that need to be made over the contract period.
• Initial setup, implementation, and training
• Cloud storage back up for disaster recovery
• Security encryption, monitoring and management
• Email archiving
• Daily backup of key systems (finance, administration, etc.)
• Weekly backup of non-key user file systems
• Server threat monitoring and analysis, threat detection, response and remediation. (24/7 remote monitoring and support, MS patch, anti-virus license and management, monthly report)
• maintain a high level of overall internet security.
• Desktop management with (at minimum) business hour helpdesk, Microsoft patching, endpoint protection license and management, monthly report
• Workstations threat monitoring and analysis, threat detection, response and remediation.
• Firewall software/service
• Deployment plan for replacement pcs and laptops as needed, including installation of updates, application software, and network and peripheral device configuration as needed in the future.
• Day-to-day troubleshooting of hardware and software issues and network.
• This support should extend to peripheral devices such as monitors, keyboards, mice, copiers, printers, etc.
• 24/7 monitoring of key systems with automated failure notification.
• Daily (7:30 am-5:30 pm) help desk coverage for key systems with 1-hour reply time and 24-hour target response time (or better).
• Daily (7:30 am-5:30 pm) helpdesk coverage for laptops and pcs with 1-hour reply time and 24-hour target response time (or better).
• Timely repair of failures or malfunctions on all systems, including malware infections, intrusion detection, and other security breaches
• Timely assistance with changes and reconfigurations on systems, including implementation of security best practices.
• Timely assistance interacting with external software or hardware vendors to install, configure, troubleshoot, or repair systems.
• Logging and reporting of requests for assistance, ideally including an online support ticket portal.
• Comprehensive patch management for covered equipment, including OS patches and application patches and installation of upgrades.
• Alert notifications to designated personnel in the event of failure.
• Complete proactive monitoring of network equipment including bandwidth utilization, and other performance indicators, with reporting when specified thresholds are reached.
• Ensure scheduled preventive maintenance for equipment is properly and promptly performed; maintain the maintenance records on the equipment; regular maintenance for servers, pcs, switches, and other network equipment, including regular review of system logs to identify security and maintenance issues.
• Develop operations, administrative, and quality assurance back-up plans and procedural documentation.
• Setup new users and edit or remove existing users in environment.
• Onsite support engineers as needed.
• Assistance with developing specifications for new equipment and/or software or identifying appropriate hardware or software solutions, including preparing quotes for purchase.
• Record keeping and administration for maintenance and support contracts and license management for server and network-related software, including timely notification of pending contract and/or license renewals.
• Development and maintenance of administrative documentation for systems and applications.
• Input and advice on implementation of new capabilities and systems, including cloud-based options.
• Input, training and advice on security/cybersecurity best practices.
• Input and advice on preparation of annual it plans and budgets, including budgetary estimates for specific recommendations and proposals.
• Assistance maintaining continuous operations during disaster recovery scenarios.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 8, 2025