Information Technology Support Services

The vendor is required to provide information technology (it) support services for its computer based information technologies system and network.
- Must be fluent in Microsoft operating systems, TCP/IP and TCP/IP routing, firewalls (IPFW), SMTP, VPN tunnel and remote access.
- Must have working knowledge of VoIP systems, flight information display screens/public address (fids/pa) systems, access control systems and requirements for PCI compliance.
- The service will be ongoing upgrade, support and coordination of this system to ensure proper implementation of new technologies, general management and operation, system and server backup and restore, engineering and creation of software utilities and scripts to perform various tasks, maintenance/troubleshooting of the system (hardware and software) as well as supporting high speed, redundant internet connectivity including DNS services, and email service.
- On call 24/7/365 with a minimum four (4) hour response time, to provide technical assistance and system administration to the airport, both in person/on site and remotely and will need to provide a cell phone number that is staffed 24/7.
- In person/on site response time means that 4 hours from the incident occurring, the supplier is onsite.
- There will be no compensation for mileage or travel time.
- Billable hours shall commence upon arrival at the job site.
- Troubleshooting and correcting computer and software problems and maintaining and upgrading the network to prepare for future needs and to prevent technical difficulties.
- Initial assessment – review of the inventory, assessment of the system architecture and equipment for efficiency, recommendations for improving routine support criteria and eliminating emergency maintenance situations; and implementation of security and access controls to minimize the possibility of data breaches.
- Desktop application support – performance of basic support functions, including the installation of pc’s, laptops, PDA’S, smart boards, printers, peripherals and office software; diagnosis and correction of desktop applications problems, configuring of pc’s and laptops for standards applications; identification and correction of user hardware problems, with advanced troubleshooting as needed.
- Server and workstation administrative services
• The airport office network currently includes 30+ win 10 workstations, 2 windows servers, 7 laptop computers and 10 tablets; office 365 version of Microsoft software.
• Management of networks and computer systems, including complex applications, databases, messaging, servers and associated hardware, software, communications, and operating systems, necessary for performance, security, reliability, and recoverability of the systems, including, but not limited to, monitoring server disc space, backups and updates.
• The network includes 1 windows small business server 2011 and 1 windows 2012 server standard.
• No off-site datacenter is used.
• Scheduling of preventative maintenance for equipment in the areas of coverage is properly and promptly performed; maintenance of records for all services performed for both onsite visits and telephone support; development of operations and quality assurance to insure backup plans and procedures are being followed.
• Configuration management, including changes, upgrades, patches, etc. is maintained; management of user’s are documented; and support of software products relating to servers and workstations; timely response to repair and maintenance work for the user.
• The airport currently employs on average 34 full-time year-round employees who work different shifts so some workstations are shared; four (4) workstations are set up in the pilot’s lounge for their use.
- Network administration services
• Installation and maintenance of printers, scanners, network devices et al; analysis, routing configuration changes, and installation of patches and upgrades; alert notifications in case of failure of equipment.
• Maintenance, testing, support, and limited replacement/upgrade/repurposing of existing network cable is included.
• Proactive monitoring of network equipment, including performance indicators to report on threshold limitations; network performance and capacity management services; continuous troubleshooting are required.
• Maintenance documentation for daily, weekly and monthly services performed is required.
- Email, security and backup efforts
• Configuration of the airport systems to enable remote access in a secure environment, with provisions for remote access administration, as requested by the airport administration is required.
• Management of access protocols for airport systems, including, to the extent applicable, termination and transition of access controls for past airport employees, vendors, and contractors.
• Attend to cyber security issues as related to our computer network, communication and all airport systems.
• This could include evaluation of cyber security vendors, consultants or programs as necessary.
• Maintain the requirements for the airport’s data backup policy, with procedures in place to handle daily, weekly, and monthly backup of the computer, data and information, email, and the like; program to restore systems and data if servers and/or computers go down, are required.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: May 21, 2025