Information Technology Services

The vendor required to provide information technology (IT) support services, including on‐site and remote system maintenance, advanced desktop support and troubleshooting, proactive network management, software licensing management, equipment warranty management and assisting in IT asset tracking and resource planning.
- Managed services provider (MSP) will also provide support and report to the on-site information technology manager.
- End-user and operational support (core service)
1. Day-to-day support
•    Provides frontline technical assistance for users, devices, and applications, ensuring smooth daily operations. 
•    The service provider will provide two (2) full-time, on-site support technicians that will be located at the county administration building. 
•    Support technicians will be required to travel to other county locations weekly to provide on-site support. 
•    The average number of trips required per week is two (2). 
•    For regular support county considers business hours as follows:
o    Monday through Friday (not including holidays)
o    8.30 am to 4.30 pm
2. After-hours escalation support
•    Access to technical expertise outside standard business hours for urgent issues and critical incidents.
•    The county has three (3) long-term care homes that operate 24/7, 365 days a year. 
•    The service provider must maintain after-hours support to provide diagnosis and resolution when required. 
•    After-hours escalation to be triaged and approved by manager of IT.
3. Communication 
•    Regular communication with client stakeholders regarding service updates, issue progress, change notices, and general IT inquiries.
- Monitoring and infrastructure operations (core service)
A. Service monitoring (NOC)
•    Proactive 24/7 monitoring of servers, networks, cloud services, and critical systems to detect and triage issues before they impact operations.
1. 24/7 proactive system monitoring
•    Continuous monitoring of servers, network devices, firewalls, wireless infrastructure, cloud platforms, storage systems, and other critical components. 
•    Automated alerting and real-time event detection to identify performance degradation, outages, capacity constraints, or security risks. 
•    Immediate triage of detected issues with defined escalation paths and communication procedures. 
•    Performance trend analysis to identify anomalies, high-risk patterns, and areas requiring intervention.
2. Operational response and incident handling
•    Initial incident validation, categorization, and prioritization based on business impact and severity.
•    Execution of first-level troubleshooting for monitored systems with escalation to appropriate resolver teams when necessary. 
•    Coordination with third-party vendors, internal it teams, or cloud providers for issue resolution. 
•    Documentation of all incidents, actions taken, and outcomes within the ticketing system.
3. Capacity, availability and health reporting
•    Regular reporting on system uptime, network health, bandwidth utilization, storage consumption, and performance indicators.
•    Recommendations for capacity upgrades, lifecycle planning, and infrastructure optimization.
B. Backup and recovery management
1. Backup administration and execution
•    Manage all scheduled backup routines for servers, applications, databases, and cloud services. 
•    Ensure backups run successfully within defined windows, including retries, job restarts, and corrective action for failed jobs. 
•    Maintain backup infrastructure, including storage capacity, performance optimization, and software updates.
2. Verification and integrity assurance
•    Perform routine backup validation tests, checksum verification, and integrity checks 
•    Conduct periodic restoration tests to confirm recoverability and validate backup reliability. 
•    Document test results and remediation actions for any failed or incomplete test.
3. Retention
•    Implement retention policies in accordance with county organizational requirements, legislation, and regulatory standards. 
•    Ensure secure storage and encryption of backup data, whether on-premises, offsite, or in the cloud. 
•    Maintain audit-ready documentation of backup schedules, retention plans, and data protection procedures.
4. Recovery and restoration support
•    Provide timely restoration services for files, systems, applications, or complete environments as requested. 
•    Support disaster recovery activities, including coordination of failover, recovery point objectives (RPO), and recovery time objectives (RTO). 
•    Participating in disaster recovery exercises and after-action reviews to strengthen future resilience.
- Asset and configuration management (core service)
A. Inventory management
1. Hardware asset tracking
•    Maintain a complete inventory of all physical devices including servers, workstations, laptops, networking equipment, mobile devices, and peripherals. 
•    Record asset details such as serial numbers, model information, assigned user and location, purchase dates, and warranty terms. 
•    Track lifecycle status from procurement through deployment, support, and retirement. 
•    Monitor warranty and support agreement expirations and provide proactive renewal or replacement recommendations.
2. Software and license management
•    Maintain an accurate catalogue of all installed software, versions, and license assignments. 
•    Track license utilization, entitlements, compliance requirements, and renewal timelines. 
•    Provide alerts and recommendations for under-licensing risks, unused licenses, and cost optimization opportunities. 
•    Support compliance audits by providing validated software inventory reports.
3. Asset change and status monitoring
•    Track all moves, adds, changes, and disposals for IT assets with proper documentation and audit trails with an expected device change rate of approximately 50 – 60 devices annually.
•    Ensure changes follow established change management processes. 
•    Maintain accurate assignment records for users, departments, and locations.
4. Lifecycle planning and budget support
•    Provide annual or quarterly lifecycle reports identifying assets approaching end-of-life or end-of-support. 
•    Recommend refresh schedules aligned to organizational standards and budget cycles. 
•    Support capital planning and budgeting by supplying data-driven forecasts for replacements or upgrades.
5. SLA monitoring and compliance (inventory-specific)
•    Monitor adherence to service level agreements (SLAs) related to asset update cycles, auditing frequency, and accuracy thresholds. 
•    Identify risks such as outdated asset records or inconsistent data and provide proactive remediation. 
•    Maintain documentation of inventory processes, audits, and reconciliation activities.