IT Support Services

The vendor required to provide co-managed IT support that ensures reliable, secure, and efficient operations.
- Requirement:
1. Managed cybersecurity
•    Up to date antivirus and managed endpoint detection and response
•    Managed firewall with intrusion prevention and web content filtering
o    Currently using watchguard m290
•    Secure email and phishing protection
•    Regular vulnerability scanning, risk reporting, and remediation
•    Encrypted secure cloud and local backup solutions with disaster recovery testing
2. Compliance and risk management
•    Security policy guidance aligned with industry best practices and regulatory standards
•    Risk assessments (annual or as-needed) with documented remediation plans
•    Breach notification support planning and incident response preparation
•    Ongoing security awareness training for staff, with phishing simulations
3. Help-desk and user support
•    Unlimited remote and phone support included in monthly contract price. 
•    On premise support to be billed separately at an agreed upon hourly rate.
•    Rapid-response to minimize operational disruptions
•    Secure remote access support for traveling staff and vendors
•    Password, MFA, and cybersecurity support for all staff while maintaining compliance.
•    Remote support must be available within 1 hour of request during our operating hours. (3:30am midnight)
4. IT infrastructure management
•    Assist with monitoring and maintenance of servers, workstations, network devices
•    Patch management with priority for critical vulnerabilities
•    Wireless network management and optimization
•    Management of mobile devices
•    Email and apps support (m365); of the 75 current employees, only 25 needs more than basic email.
•    IT project planning and execution — upgrades, migrations, secure wi-fi deployments,
•    Server, storage, and infrastructure refreshes.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: January 16, 2026