IT Network and Cyber Solutions Services

The Vendor is required to provide IT network and cyber solution services including:
-  Help desk support & server/network system monitoring: the proposer should offer superior 24x7x365 help desk support from tier one to three services utilizing industry best practice processes and procedures and provide 24x7 monitoring of agency server & network system with proactive communication and escalation protocols based on the severity of any unscheduled outages.
- Business continuity and disaster recovery and remote backup – the proposer must be able to support agency ability to recover based on the recovery time objective (RTO) and recovery point objective (RPO) agreed upon by organizational constituents must also execute a nightly backup plan for the critical servers, including a regularly- tested recovery process; in addition, backup and redundancy should be used to support this need.
- Antivirus, antispam & antispyware protection – agency is looking for solutions to defend against security threats including phishing, malware, spam, viruses.
- On-site support – when needed, proposer should have the ability to deploy onsite resources to assist in issues which cannot be resolved through remote access to in-house systems.
- Networking support - agency requires proactive management and monitoring of our switches, firewalls, routers and Wi-Fi systems, and other networking equipment as identified by agency.
- Microsoft 365 support – the proposer should be able to provide support for the Microsoft 365 applications and environment.
- Warranty and asset inventory management – agency expects the proposer to maintain a hardware and asset inventory that includes desktops, laptops, servers, printers/scanners, fax machines, and notify agency of any potential service or warranty issues; the proposer must also assist with managing the lifecycle of agency devices and maintain an equipment inventory to ensure our systems are always current.
- Software licensing control – oversight of automatic renewal of software applications and maintenance of appropriate documentation.
- PC deployment & desktop and laptop support - the proposer must be able to deliver and setup of machines onsite and include their ability to support existing and future desktop and laptop hardware; this includes maintenance and repair, replacement of failed equipment, and the acquisition and provisioning of new equipment as needed.
- Printers, copiers, and scanners -the proposer must be able to support existing printers, copiers, and scanner related network-printing issues.
- Desktop software standardization and software licensing and upgrades – the proposer must have a process for identifying standardization and management of desktop images and ensuring that staff are using current products as well as current OS and browser versions.
- Lifecycle management of hardware units – the proposer should have processes for end-of-life notification, replacement, and asset decommissioning/disposal.
- Break fixes and installation – the proposer should offer planned and on call break/fix services, including help desk support emergency response to server issues.
-Move, add, change (mac) – agency is looking for the proposer to help with any changes to the location, configuration of existing equipment or software, and installation of additional equipment or software as needed.
- Reporting – the proposer should provide relevant reporting not only based on their performance from a help desk perspective but also regarding system health, uptime, and assist in keeping an accurate hardware inventory to inform ongoing planning of maintenance, warranties, and refresh schedules.
- Technology strategy planning – the proposer will work with management to develop a long-term strategic technology plan; the plan will take advantage of new and existing technologies to produce a pragmatic and effective future roadmap that enables the organization to fulfill its overall mandate in the community.
- Account management – the proposer must offer an internal escalation process in tandem with agency to ensure the ability to have multiple points of contact available if needed depending on the items or issue encountered.
- Service levels – the proposer should identify service level agreements or objectives and report back on a regular basis to agency on their ability to meet these agreements or objectives.
- Onboarding and off boarding staff - the proposer must have process and procedures in place to onboard or off board team members in a timely and efficient manner.
- Compliance – the proposer must use systems that comply with published payment card industry security (PCI) standards; in addition, the proposer should also support rules and regulations as provided by relevant governing organizations as identified by regulatory or grant based requirements.
- Scalability – the proposer must be able to offer a model where scaling up or down from a systems and cost perspective is simple and nimble.
- Multi-Factor Authentication (MFA) – the proposer must be able to provide and manage a multi-factor authentication (MFA) solution to provide an easy to-use method to verify user identities at login and to protect logins with multi-factor authentication.
- End-user security awareness training – the proposer should offer security awareness training to teach agency staff members about current threats, terms, standards, and compliance to help them avoid a security incident.
- Vulnerability testing - the proposer should offer vulnerability tests, both internally and externally, to determine what flaws and potential threats exist from the outside, or perimeter, of agency business network.
- Managed SOC-as-a-service - the proposer should offer managed SOC-as a-service to monitor agency environment and ensure proactive detection and response to threats, intrusions, and attacks

- Contract Period/Term: 2 years