IT Support Services

The Vendor is required to provide personnel for technical support services.
- The technical support services to be provided include: 
•    Group A: it service technician to assist the division in maintaining and supporting the district’s computers and other technology. 
•    Group B: network support to assist the division in its WAN/LAN network infrastructure needs.
•    Group C: cyber security services to assist the division in its network and application security needs.
- Provide qualified personnel to provide IT support on an as-needed basis to augment in-house staff. 
- Agency is not out-sourcing its maintenance services.
- There are approximately 30,000 computers and approximately 80,000 Chromebooks located throughout the District at approximately 150 locations.
- Shall have a comprehensive understanding of Microsoft Windows-based desktop and laptop computers (Windows 10 and Windows 11) and Chromebooks to successfully provide support for school-based computer hardware and related peripherals. 
- Must be certified in CompTIA A+ Hardware. Microsoft Certified Professionals and Microsoft Certified Desktop Support Technician are preferred. Equivalent combinations of education and experience will be considered.
- Must have the ability to provide support, troubleshooting and problem resolution of, but not limited to, the following representative items:
•    Desktop operating systems (Windows 10 and Windows 11); 
•    Office productivity software (Office 365, MS Office 2019); 
•    Chromebooks;
•    Google Apps (Docs, Sheets, Slides);
•    Disk drives; 
•    Monitors; 
•    SMART Boards/Interactive Flat Panel;
•    DVD/CD ROMS; 
•    Printers; 
•    Tablets;
•    Scanners;
•    LCD projectors;
•    Network connectivity issues; and 
•    Wireless devices including wireless access points and wireless network interface cards.
- Must be able to understand and execute agency-provided training on technology-related procedures and processes, some of which concern warranty and non-warranty/parts repair for specific hardware.  
- Must be able to provide answers and solutions to complex user questions concerning:
•    Windows Desktop configurations, networking, and printing.  
•    The usage of all standard desktop software, including operating system, utility, security, web browsing, email, antivirus, office productivity software and imaging.  
•    Chromebooks configurations and networking.
•    For Chromebooks, the usage of standard applications including operating system, utility, security, web browsing, email, productivity software and updating.
- Cyber security support personnel shall meet the following:
•    Researches, develops, and oversees state-of-the-art security programs and processes that support and enforce District security policies and procedures
•    Develops and deploys relevant monthly phishing and security awareness campaigns.
•    Supports a culture of organizational security by working closely with District IT staff to research and implement best practices.
•    Investigates, troubleshoots, and responds to all security-related incidents.
•    Develops and implements security measures to safeguard files and data against accidental or unauthorized modification, destruction or disclosure.
•    Informs management about security issues and presents recommendations for improved security programs.
•    Deploys, manages and maintains security systems and their corresponding or associated software including firewalls and anti-virus software.
•    Supports all operation aspects of the firewall to include regular monitoring, system upgrades, event/incident management and triage, VPN account management, and monitoring of security system logs.
•    Develops and enforces standards for Security Risk and Exception Assessments and\or Penetration testing.
•    Coordinates implementation of vendor-issued security patches for network, server and software applications.
•    Performs daily system monitoring, verifies the integrity and availability of all hardware, systems and key processes, reviews system and application logs, and verifies completion of scheduled jobs such as backups.

- Contract Period/Term: 3 years
- Intent to Bid Due Date: September 29, 2025
- Questions/Inquires Deadline: September 15, 2025