IT Network Support Services

The vendor is required to provide IT network support services that include system administration, network management, help desk services, hardware and software support, cybersecurity monitoring, and overall technology consultation.
1. Managed I.T. services
•    Provide managed I.T. support during standard business hours: Monday–Friday, 7:00 am – 6:00 pm Est (excluding holidays).
•    Monitor, maintain, and support the city’s I.T. systems, networks, and applications.
•    Respond to and resolve service tickets in a timely manner.
•    Provide proactive system oversight to prevent outages and minimize downtime.
2. Service delivery
•    Services using professional discretion and methods deemed most effective by the contractor.
•    Ensure timely access to systems, staff, and relevant information as coordinated with the city.
3. Issue resolution and ticketing
•    Standard support: respond to tickets within one (1) hour during business hours.
•    After-hours support: provide emergency coverage outside standard business hours, billed separately.
•    Critical issues: require both a phone call and ticket submission to initiate immediate response.
4. System and equipment limitations
•    responsible for city-owned hardware or software issues unless otherwise agreed upon.
5. Need to be qualified in the following:
•    Server upgrades, patching, and SAN storage management experience
•    Microsoft server 2016-2022 experience
•    VMware 7.0+ administration experience
•    Nimble and Alletra storage
•    Veeam data protection experience
•    Microsoft active directory experience
•    Microsoft 365 and Intune experience
•    Networking including WLAN, routing, switching and firewalls
•    Troubleshooting and problem management experience with servers and storage on HPE dHC systems.
6. Possess a combination of the following industry or manufacturer certifications:
•    CompTIA server+, network+ and security+
•    Microsoft certifications
•    VMware certification
•    Cisco CCENT, CCNA, and FortiGate NSE 4+ certification is a major plus.

- Contract Period/Term: 1 year
- Pre-Proposal Meeting (Non-Mandatory) Date: September 30, 2025 
- Questions/Inquires Deadline: October 3, 2025