Information Technology Management Services

The vendor required to provide information technology (IT) management services for onsite support during regular business hours each day to support city facilities and city staff.
- The consultant will offer remote IT help desk support.
- City hall operates on a 9/80 schedule, with normal business hours from Monday to Thursday, 7:30 a.m. to 5:30 p.m., and every other Friday from 7:30 a.m. to 4:30 p.m., excluding holidays. 
- The city and consultant will arrange specific days and times for onsite support by mutual consent.
- Staffing requirements
•    Confirm the ability to provide the positions listed above. 
•    Identify any additional positions recommended to effectively meet the city’s IT service needs. 
•    Describe how staffing levels will be maintained to ensure uninterrupted service, including coverage during absences, vacancies, or increased demand. 
•    Provide resumes for all staff proposed to fill these positions, including any backup or alternate personnel, detailing relevant education, certifications, references, work experience, and areas of expertise.
- Technical services
1. Overall IT support
•    Help desk services: 
o    Timely remote or onsite troubleshooting and resolution of user-reported issues related to hardware, software, connectivity, email, printing, and other desktop-related issues. 
o    The help desk support line should be adequately staffed to manage calls from city staff with minimal hold times.
•    Device management: 
o    Routine maintenance and support for desktops, laptops, mobile devices, printers, and peripheral equipment, including patching and updates. 
•    User account management: 
o    Creation, modification, and deactivation of user accounts, including access control, password resets, and email administration. 
•    Monitoring and maintenance: 
o    Ongoing monitoring of systems, networks, and servers to detect issues proactively. 
o    This includes applying software updates, security patches, and performing regular system health checks. 
•    Scheduled onsite support: 
o    Regularly scheduled onsite presence for hands-on assistance, as well as unscheduled visits when issues require in-person resolution. 
•    Basic network support: 
o    Support for connectivity issues, including internet access, internal networking, switches, routers, and wireless infrastructure. 
•    Inventory and asset tracking: 
o    Assistance with tracking IT assets, managing device inventory, and reporting on hardware and software lifecycle status. 
•    Documentation: 
o    Maintenance of documentation for configurations, procedures, and support tickets to ensure continuity and knowledge transfer. 
•    Cybersecurity and information security services: 
o    Implement, monitor, and maintain security measures to protect the city’s networks, systems, and data from unauthorized access, breaches, malware, and other threats. 
o    This includes proactive vulnerability assessments, threat detection and response, security patch management, firewall and endpoint protection, user security awareness training, and compliance with applicable laws, regulations, and industry best practices. 
•    Website support and maintenance: 
o    Provide ongoing technical support, updates, and troubleshooting for the city’s websites, including content management, administration, security updates, performance monitoring, accessibility compliance, and coordination with city staff to post or update content as needed. 
•    Implement monitoring tools: 
o    Provide the city access to monitoring tools for transparency, oversight, server and workstation health. 
•    24/7 alerting: 
o    Enable 24/7 alerting for proactive issue resolution, with concurrent email notifications to the city.
2. On-site support
a. Senior network administrator (2)
•    Manage and maintain network infrastructure, including firewalls, switches, and wireless access points. 
•    Ensure network security and performance optimization. 
•    Oversee server infrastructure, both on-premises and cloud-based environments, regardless of hosting provider. 
•    Manage virtual and physical servers, ensuring uptime and performance. 
•    Implement backup and recovery solutions. 
•    Third-party vendor coordination: work with other IT consultants for troubleshooting and project implementation 
•    Monitor and respond to security incidents. 
•    Implement security policies and procedures. 
•    Facilitate computer replacement and repairs under warranty service contracts, and for new pc deployments 
•    Perform server upgrades: ensure timely updates and patching 
•    Virus protection administration 
•    Backup system administration: ensure Veeam backup integrity and disaster recovery readiness 
•    Spam filtering administration 
•    Conduct regular security audits and vulnerability assessments.
•    Provide support for data-driven applications and reporting. 
•    Network documentation: comprehensive and up-to-date network and system documentation is to be provided by and maintained by the consultant 
•    Maintenance contracts: oversee contracts and work with vendors to ensure smooth operations
3. Remote support
•    IT help desk technician
o    Support all incoming remote service calls
o    Provide first level support
o    Assign and escalate support tickets to IT specialist staff
•    Webmaster (1)
o    Technical support for the city’s website(s).
o    Coordination of content updates in collaboration with staff.
o    Provide ongoing updates and troubleshooting, including content management administration, security updates, performance monitoring, and accessibility compliance.

- Contract Period/Term: 3 years
- Mandatory Pre-Proposal Conference Date: December 4, 2025
- Questions/Inquires Deadline: December 11, 2025