Information Technology Consulting and Management Services

The vendor required to provide as needed IT consulting and management services, including but not limited to the following:
1. Initial assessment
•    Compile and maintain a complete inventory of all city IT assets
•    Assess existing system architecture, policies, and processes
•    Provide written recommendations to improve performance, security, and reliability
2. Desktop and end‑user support
•    Installation and configuration of desktops, laptops, tablets, printers, peripherals, and standard software
•    Troubleshooting and resolution of hardware and application issues
•    Maintenance of hardware inventory and replacement lifecycle
•    Assistance with technology purchasing decisions
•    Development of related policies and procedures
3. Server administration
•    Administration of server infrastructure including applications, databases, email, and storage
•    User account provisioning and access management
•    Patch management, upgrades, and configuration management
•    The selected firm shall enter into a written service level agreement (SLA) with the city defining response times by issue severity, escalation procedures, after-hours support availability, and service performance standards. 
•    The firm shall provide monthly reporting summarizing support requests, response and resolution times, significant incidents, and system performance metrics.
•    Backup and recovery planning and documentation
•    Support for microsoft, BS&A and other city‑specific applications
•    Coordination with third‑party vendors when required
4. Network administration
•    Management and monitoring of all network infrastructure including firewalls, switches, routers, and security appliances
•    Preventive maintenance, updates, and configuration changes
•    Printer and network device support
•    Network performance monitoring and reporting
•    Maintenance of network documentation
5. Security services
•    Management of anti‑virus and endpoint protection systems
•    Security audits and vulnerability assessments at least annually, including documentation of findings and recommended remediation measures. 
•    Intrusion detection, incident notification, and cooperation with investigation, response, and recovery efforts. 
•    The city reserves the right to require independent third-party penetration testing during the contract term. 
•    Secure remote access configuration and administration.