Professional IT Network Support Consultant Services

The Vendor is required to provide professional I.T. support services that include system administration, network management, help desk services, hardware and software support, cybersecurity monitoring, and overall technology consultation.
- Service provider will work closely with City staff to ensure the continuity, security, and efficiency of the City’s information technology systems. 
- This support will enhance operational effectiveness, minimize downtime, and provide the City with the technical expertise needed to address current needs and plan for future technological advancements.
- Ensuring data integrity, cybersecurity compliance, and system reliability is critical to supporting municipal operations, enhancing service delivery to residents, and enabling long-term growth.
- Managed I.T. Services
•    Provide managed I.T. support during standard business hours: Monday–Friday, 7:00 AM – 6:00 PM EST (excluding holidays).
•    Monitor, maintain, and support the City’s I.T. systems, networks, and applications.
•    Respond to and resolve service tickets in a timely manner.
•    Provide proactive system oversight to prevent outages and minimize downtime.
- Service Delivery
•    Deliver services using professional discretion and methods deemed most effective by the Contractor.
•    Ensure timely access to systems, staff, and relevant information as coordinated with the City.
- Issue Resolution & Ticketing
•    Standard Support: Respond to tickets within one (1) hour during business hours.
•    After-Hours Support: Provide emergency coverage outside standard business hours, billed separately.
•    Critical Issues: Require both a phone call and ticket submission to initiate immediate response.
- System & Equipment Limitations
•    The Contractor shall not be responsible for City-owned hardware or software issues unless otherwise agreed upon.
- The contractor will need to be qualified in the following:
•    Server upgrades, patching, and SAN storage management experience
•    Microsoft Server 2016-2022 experience
•    VMWare 7.0+ Administration experience
•    Nimble/Alletra Storage
•    Veeam Data Protection experience
•    Microsoft Active Directory experience
•    Microsoft 365 and Intune experience
•    Networking including WLAN, Routing, Switching and Firewalls (Cisco, Meraki & Fortinet)
•    Troubleshooting/Problem Management experience with Servers/Storage on HPE DHCI systems.