IT Tech and Support Services

The vendor is required to provide information technology (IT) technical and support services.
- Daily system, network and desktop administration duties
•    Planning, analysis, troubleshooting, integration, installation, operations, maintenance, documentation, and administration services for all networking, server, security, associated services, and Lan devices and cloud-based services encompassing the entirety of f5ca’s network. 
•    Analyze and assess equipment and performance degradation, including determination of hardware, software, and other technical changes necessary to meet operational requirements. 
•    Provide support services to maintain operational data storage and retrieval applications. 
•    Maintain backup and disaster recovery systems and processes. 
•    Document standard operating procedures for the servers and peripherals. 
•    Perform hardware and software testing, installation, and maintenance of servers and desktop and laptop devices as needed. 
•    Collect and maintain information on software and hardware issues related to backend operations for use in status reports. 
•    Perform network-based detection of viruses and unauthorized software and facilities to counter, eliminate and control. 
•    Manage and administer user identifications; passwords; and physical security keys. 
•    Identify expiring software and hardware agreements and provide notification to f5ca contracts and procurement office chief regarding the details of what is required for purchase. 
•    Provide end-user support to f5ca staff and external customers as needed on hardware, software, and application issues. 
•    Knowledge transfer with any civil service IT staff f5ca may hire during the term of this agreement.
- Coordinate and perform the relocation of all IT assets as part of f5ca’s planned relocation of ITs headquarters.
•    Identify all equipment that is suitable for relocation, and which equipment is outdated and no longer planned for use. 
•    Work with the administration and governance office to surplus any property that is not planned for relocation
•    Identify any equipment needed for the relocation to support both the back-end IT infrastructure or end-users. 
•    This may include, but is not limited to, server racks, unique power requirements, printers, and a/v equipment. 
•    develop a plan that will be presented to the contract manager for review and approval of the steps needed to move the IT infrastructure to the new location. 
•    Have sufficient staff available on-site for key portions of the move to ensure timely relocation 
•    Develop communications for the contract manager’s review that will provide staff with information pertaining to any new technologies available in the new location and how to take advantage of them. 
•    Continuously monitor the IT infrastructure post migration to ensure that all services are operating efficiently and securely. 
•    Communicate any issues or unidentified needs that may arise and offer available solutions to the contract manager.
- Communication and reporting, quality assurance, and health and safety
1. Communication and reporting:
•    Provide progress updates to f5ca on a weekly basis. 
•    F5ca project representative will be the primary point of contact for the contractor and will be available to provide support and answer questions throughout the project.
2. Quality assurance:
•    The contractor will conduct thorough testing and validation of the hybrid environment to ensure that IT meets. 
•    The f5ca will have the opportunity to review and approve all deliverables before they are considered final.
3. Health and safety:
•    Provide approvals to the contractor in a timely manner regarding key tasks and deliverables, including, but not limited to, the selection of the format, content, and design of the printed material, and the selection of alternate deliverables. 
•    Provide the contractor access to state staff and management as required to complete the tasks and activities for the project. 
•    Approve the contractor’s work plans, deliverables, and invoices in a timely manner and consistent with state policies and procedures.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: August 29, 2025