Managed IT Services

The vendor is required to provide from qualified information technology support firms to provide services to support the town of public works, public safety, library, and town hall information technology environment, network, and computer systems.
- Services include providing tier 1 to 3 helpdesk support, application support and development, ongoing maintenance of the current environment, network design, recommendations for enhancing existing systems and cloud support, assessment, and assistance in implementing upgrades and changes to the current systems, and regular and emergency maintenance and support for approximately 150 users.
- Provide access to trouble-shooting services to the town within one (1) hour of a request for service during regular weekday business hours, Monday through Friday, 8:00 a.m. through 5:00 p.m.
- Both on-site and remote access support capabilities are expected to satisfy scheduled visits and on-call emergency support requirements.
- Include for services:
1. End user workstations
• 150 desktops, servers and laptops
• Windows 10 and 11
• Hosted email for users (plan to migrate to m365)
• Adobe acrobat standard and professional and other business productivity applications
• Enterprise firewall
• Multi-factor authentication
• Network switches
• Virtual servers
• Physical servers
• Wireless aps
• NAS
2. Enterprise infrastructure – multi-site environment
• Active directory domain
• Website domains
• SSL VPN
• Maintain mobile MDT units in police cruisers
• Maintain servers on behalf of vendors such as Tyler technologies, security cameras, fuel management system, and VOIP
• Maintain servers
• Maintain OS and software patches
• Maintain printer configurations
3. Hardware and software requirements to be provide by MSP and in the contract
• Provide fractional and virtual CIO services in contract
• Provide online ticketing system
• Provide and maintain secure encrypted it documentation system with access audit trail and password rotation
• Provide and maintain hosted security managed EDR for all systems
• Provide and maintain Nextgen av for all systems
• Provide and maintain a managed 24x7 SOC and SIEM
• Provide and maintain email security gateway
• Provide and maintain office 365 automated phishing defense platform
• Provide and maintain SaaS cloud security for office 365
• Provide and maintain cyber security training and phish testing for end users
• Provide and maintain once a year penetration test for outside IP addresses
• Provide monthly vulnerability scanning for internal and external systems
• Provide and management of office 365 suite, including e-mail and software licensing
• Provide and manage data back-ups of all workstations and servers and associated hardware and software with immutable cloud storage.
• Provide and manage data backup of office 365 with minimum 7-year retention.
- Contract Period/Term: 3 years