IT Services

The vendor is required to provide IT infrastructure, ensuring operational efficiency, security, and alignment with business needs.
1. Help-desk support (m–f and 7–5)
•    Respond to user requests via phone, email, or ticketing system.
•    Troubleshoot hardware, software, and peripheral issues.
•    Provide guidance on system usage and escalate unresolved issues to advanced support tiers.
•    Ensure high customer satisfaction through timely and effective resolutions.
2. Remote support (m–f and 7–5)
•    use remote access tools to diagnose and fix issues on user devices and systems.
•    Perform software updates, installations, and configurations remotely.
•    Address network connectivity problems and monitor system performance.
•    Provide remote assistance for user-reported issues efficiently.
3. Onsite support (m–f and 7–5)
•    Conduct hands-on repairs, upgrades, or replacements of hardware.
•    Troubleshoot network, server, and endpoint issues onsite.
•    Set up and configure new equipment or systems as needed.
•    Offer direct assistance to users for issues unresolvable remotely.
4. Continuous inventory
•    Update the inventory database with asset additions, changes, or disposals.
•    Track asset locations, configurations, and assigned users.
•    Monitor warranty statuses and facilitate vendor coordination for repairs.
•    Provide periodic inventory reports for review.
5. Cloud-based printing
•    Configure and maintain cloud printing infrastructure.
•    Ensure secure access controls for printing services.
•    Monitor printer performance and resolve printing issues.
•    Optimize print workflows and support user needs.
6. SaaS Remote desktop (as needed)
•    Deploy and manage remote desktop environments as required.
•    Secure access to virtual desktops and applications.
•    Monitor performance and adjust resources to meet demand.
•    Support users with setup and troubleshooting.
7. Continuous network monitoring
•    Use monitoring tools to track network health and usage.
•    Identify and resolve potential issues proactively.
•    Ensure network reliability through redundancy and failover systems.
•    Provide performance reports and improvement recommendations.
8. Live alert validation and triage
•    Assess alert severity and operational impact.
•    Prioritize alerts based on urgency and escalate as needed.
•    Initiate response actions for high-priority alerts.
•    Document alert handling and outcomes.
9. Coordinated incident response
•    Maintain an incident response plan and execute it during disruptions.
•    Lead resolution efforts and involve relevant teams.
•    Communicate incident updates to stakeholders.
•    Review incidents post-resolution to improve processes.
10. Server backups (local and cloud)
•    Schedule and execute regular server backups.
•    Verify backup success and integrity through testing.
•    Maintain offsite cloud backups for redundancy.
•    Perform data recovery as needed.
11. M365 SaaS backup
•    Implement and manage m365 backup solutions.
•    Schedule and monitor regular backups.
•    Address backup failures promptly.
•    Restore lost or corrupted m365 data as required.
12. Configuration management
•    Establish and maintain configuration standards.
•    Track and document changes to system configurations.
•    Audit configurations for accuracy and adherence to policies.
•    Correct configuration discrepancies as identified.
13. Renewals management
•    Track renewal dates and provide advance notifications.
•    Coordinate with vendors for timely renewals.
•    Evaluate renewal options for cost efficiency.
•    Maintain an updated renewal schedule.
14. Spam protection
•    Configure and maintain spam filtering systems.
•    Monitor and refine spam detection accuracy.
•    Support users in managing spam-related issues.
•    Ensure email security aligns with best practices.
15. Advanced endpoint protection
•    Install and manage endpoint security software.
•    Monitor devices for threats and respond to incidents.
•    Update protection tools with the latest threat definitions.
•    Ensure comprehensive device security coverage.
16. Firewall management
•    Configure and maintain firewall rules.
•    Monitor firewall activity and logs for anomalies.
•    Apply updates and patches to firewall systems.
•    Conduct regular firewall performance reviews.
17. Security awareness training
•    Deliver training on phishing, passwords, and safe practices.
•    Conduct simulated threat exercises (e.g., phishing tests).
•    Track training participation and effectiveness.
•    Update training materials based on current threats.
18. Monthly service reports
•    Compile data on support tickets, resolution times, and uptime.
•    Report on network and security performance.
•    Include insights on inventory and renewals.
•    Offer recommendations for service enhancements.
19. Periodic and annual business review meetings
•    Schedule and facilitate review meetings.
•    Present performance data and trends.
•    Discuss challenges, opportunities, and upcoming needs.
•    Align it services with organizational goals.
20. IT asset lifecycle analysis
•    Evaluate asset age, condition, and performance.
•    Recommend replacement or upgrade timelines.
•    Manage disposal of obsolete assets.
•    Provide lifecycle cost analyses.
21. Annual budgeting and road mapping
•    Identify it priorities and estimate costs.
•    Develop a budget and strategic roadmap.
•    Collaborate on resource allocation plans.
•    Adjust plans based on evolving needs.
22. Strategic planning and alignment
•    Understand organizational goals and challenges.
•    Develop it strategies to support business success.
•    Recommend technologies to enhance operations.
•    Monitor trends for strategic opportunities.
23. Catastrophic recovery and management plan
•    Develop and maintain a documented catastrophic recovery plan covering all critical infrastructure, applications, and services. 
•    Define recovery time objectives (RTO) and recovery point objectives (RPO) for all critical systems. 
•    Conduct annual testing (tabletop or live failover) of recovery procedures and provide documented results. 
•    Train IT staff and coordinate with stakeholders on recovery processes and responsibilities. 
•    integrate disaster recovery strategies with backup and business continuity planning.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: October 1, 2025