Information Technology Support Services

The vendor is required to provide information technology (IT) service for environment to support various departments including administration, police, public works, human resources, finance, recreation, communications, human resources, community services and information technology.
1. Help desk and end-user support:
•    * Tier 1, 2, and 3 technical support for all city employees. 
•    * Remote and on-site support for hardware and software issues. 
•    * User account management (creation, modification, deletion). 
•    * Printer and peripheral device support. 
•    * Application support for commonly used software (e.g., microsoft office suite). 
•    * General IT troubleshooting and problem resolution.
2. Network management and security: 
•    * Monitoring and maintenance of network infrastructure (routers, switches, firewalls, wi-fi access points). 
•    * Network performance optimization. 
•    * Firewall management and security policy enforcement. 
•    * Intrusion detection and prevention. 
•    * VPN access configuration and support. 
•    * Regular security audits and vulnerability assessments. 
•    * Implementation and management of cybersecurity best practices. 
•    * Disaster recovery planning and testing. 
•    * Data backup and restoration services.
3. Server management: 
•    Monitoring and maintenance of physical and virtual servers. 
•    * Operating system updates and patching. 
•    * Server performance tuning and optimization. 
•    * Storage management. 
•    * Active directory management. 
•    * Virtualization management (if applicable). 
4. Desktop and laptop management: 
•    * Procurement assistance and recommendations for new hardware. 
•    * Hardware installation, configuration, and deployment. 
•    * Operating system imaging and deployment. 
•    * Software installation, configuration, and patching. 
•    * Asset tracking and inventory management. 
5. Proactive maintenance and monitoring: 
•    * 24/7/365 remote monitoring of critical IT infrastructure. 
•    * Regular preventative maintenance tasks (e.g., disk cleanups, defragmentation). 
•    * Patch management for operating systems and applications. 
•    * Antivirus and anti-malware management. 
•    * Performance reporting and analysis. 
6. Strategic IT consulting and planning: 
•    * Assistance with long-term planning. 
•    * Technology recommendations and future-proofing strategies. 
•    * Vendor management for specialized IT services or hardware. 
•    * Compliance assistance 
•    * IT policy development and enforcement. 
7. On-call and emergency support: 
•    * Clearly defined response times for critical and non-critical issues. 
•    * Availability for after-hours and weekend emergency support.

- Mandatory Site Visit and Walkthrough Date: August 6, 2025
- Questions/Inquires Deadline: August 15, 2025