Information Technology Systems

The vendor required to provide information technology systems for include:
•    Serve as lead in preventive support and maintenance tasks on the information technology systems identified in the customer inventory (workstations and baseline software): 
•    Provide helpdesk support for all hardware, baseline software, and operating system issues with two (2) business hours initial response time.
•    When addressing this item in the proposal, provide information on what helpdesk actions and responses are included in a regular monthly fee versus what actions incur an additional hourly fee.  
•    Perform remote monitoring (7x24x365) of endpoint workstations. 
•    Ensure software baseline build on workstations) is maintained.  
•    Baseline software include browsers, basic productivity software, and other applications.   
•    Specialized geographic information system (GIS) software and cloud SaaS specific applications are maintained by agency with assistance by the managed service provider (MSP).
•    Maintain operating system performance; apply patches or service packs as recommended. 
•    Maintain endpoint protection software and apply updates as recommended. 
•    Maintain and manage MDR (managed detection and response) software on each device.
•    Maintain and manage MDR (managed detection and response) software in the m365 environment for each user.
•    Provide and maintain DNS filtering tool for added layer of protection. 
•    Provide and support cyber security and awareness training platform to include regular end-user training platform as well as phishing campaigns
•    Leverage privileged access management software where needed to minimize software installation time on end user devices where end user is not a local administrator on their workstation.
•    Utilize identity verification for verification of handling sensitive requests. 
•    Provide remote network access solutions to two states outdoors foundation IT staff. 
•    Create, change or delete user profiles on workstations 
•    Provide assistance with hardware procurement.  
•    Offer quotes for hardware refresh solutions as appropriate, including initial configuration for the end-user. 
•    Provide information on potential hardware acquisition discounts through relationships with third-party hardware manufacturers or vendors. 
•    Coordinate warranty repair issues through third-party vendors for workstations and compatible accessories. 
•    Notify customer of warranty expiration dates and offer quotes for available renewals.
•    Perform additional baseline application software upgrades. 
•    Support microsoft 365 platform configurations. 
•    Provide the ability and expertise to assist with additional projects (at specified hourly rates) including but not limited to configuration of microsoft 365 platform, mobile device management, workstation refreshes, cyber security assessment and planning, data back-up solutions, and proposed business process automation projects.
•    Include the hourly rates and expertise for potential project staff within your proposal.
•    Provide specific description of what actions are included in a monthly fixed (per unit) fee and what actions necessitate additional hourly fees.