On Site and Remote Information Technology Support Services

The Vendor is required to provide comprehensive information technology (IT) support services, including both on-site and remote assistance, for the county’s operations.
- General Requirements
•    Provide reliable it support, including on-site services within a reasonable response time.
•    Offer remote help desk services with responsive ticketing, diagnosis, resolution implementation, and documentation capabilities.
•    Support existing county systems and assist in planning for future needs.
•    Work effectively with third-party hardware, software, and cloud services vendors under the direction of the county judge or other authorized elected official (“county representative”).
•    Work and communicate effectively with non-technical county staff.
•    Ensure systems remain secure, up to date, and backed up.
•    Coordinate with third-party vendors (e.g., software providers, telecom providers) on behalf of the county as directed by the county representative.
•    Conduct CJIS background checks prior to service and every 5 years thereafter (CJIS rules).
- Help Desk and End-User Support
•    Provide remote support during normal business hours (Monday–Friday, 8:00 a.m. – 5:00 p.m. Central).
•    Offer emergency after-hours support on an as-needed basis.
•    Troubleshoot and resolve user issues with hardware, software, cloud services, and peripheral devices
•    (e.g., printers, scanners).
•    Assist with account setups, password resets, basic training, and other user requests.
•    Maintain a ticketing system that tracks issue reports with unique ticket numbers for each issue, resolution descriptions, resolution time, and status.
- On-Site IT Support
•    Respond to requests requiring physical presence (e.g., troubleshooting hardware failure, cabling issues, and network hardware replacement).
•    Schedule routine site visits or remotely scan servers, workstations, tablets daily/monthly or coordinate with the regional security operations center on behalf of the county for proactive system checks, maintenance, and updates.
•    Be available for scheduled major upgrades, changes, moves, or system installations.
- Server and Network Management
•    Maintain and monitor county servers (both physical and virtual environments).
•    Coordinate the management of network infrastructure, including switches, firewalls, routers, and wireless access points.
•    Monitor system health and uptime, provide patch management, and manage on-site server backups.
•    Ensure reliable local area network and wide area network connectivity across all county buildings.
- Cybersecurity
•    Implement and maintain antivirus and firewall rules.
•    Implement and maintain endpoint protection software through coordination with the regional security operations center (“RSOC”).
•    May conduct or assist tac conducting state-required dir-certified cybersecurity awareness training for
•    County employees annually and provide completion status reports to the treasurer and county judge.
•    Recommend and assist in prioritizing and implementing security best practices and policies.
- Backup and Disaster Recovery
•    Ensure daily backups of all critical systems and data, with secure off-site or cloud redundancy.
•    Monthly test backup restoration procedures.
•    Conduct an annual table-top exercise to test the current incident response plan with relevant agencies including RSOC, and any other impacted technology service providers to recommend improvements to the current county’s incident response plan.
- Productivity Software Support
•    Manage and support any platforms used by the county that are not already managed elsewhere.
•    Assist with user account creation, licensing, and troubleshooting.
•    Provide basic support for county-standard productivity tools, including Microsoft Office.
- Vendor Coordination and Support
•    Serve as liaison with third-party software vendors, as needed.
•    Assist with troubleshooting vendor-supported systems as directed by the County Representative.
•    Coordinate vendor site access and work with County staff during updates or installations.
- IT Planning and Consultation
•    Conduct annual it reviews with recommendations for upgrades, improvements, and efficiencies.
•    Assist county leadership with technology budgeting, lifecycle planning, and procurement guidance.
•    Present summary recommendations in clear, non-technical terms to facilitate understanding and informed decision-making.

- Contract Period/Term: 1 year
- Pre-Proposal Conference Date: September 30, 2025
- Questions/Inquires Deadline: October 03, 2025