Managed IT Services

The Vendor is required to provide Managed IT Services (MSP) to support the Port’s operational, administrative, and technology needs.
- Products and/or services that may include, but are not limited to, project management, transition management, and implementation services, including migration from the Port’s current IT service provider.
- Services also include Set up of new users, removal of users no longer working for the Port, routine and on call IT support, network and systems management, deployment and configuration of new devices , cybersecurity support, and technical assistance for Port staff.
- Service Desk & User Support
•    Provide centralized service desk support for all Port staff, including both remote and on site assistance as needed.
•    Deliver coverage during established business hours, with emergency response capabilities as defined in the Service Level Agreement (SLA).
•    Utilize standardized ticketing, escalation, and resolution workflows aligned with ITIL best practices.
•    Respond to and resolve incidents, service requests, and technical inquiries within agreed upon response and resolution times.
•    The Port historically requires less than an estimated 5 hours per month of support activity.
- Technical Support & Issue Resolution
•    Diagnose and resolve hardware, software, and system-related issues.
•    Perform root-cause analysis for recurring incidents and implement corrective actions.
•    Coordinate with third party vendors, manufacturers, and software providers as needed to expedite resolution.
•    Maintain accurate documentation of incidents, resolutions, configurations, assets, and system changes.
- User & Asset Management
•    Provision, modify, and decommission user accounts in accordance with Port procedures.
•    Install, configure, and support end user devices, peripherals, and applications.
•    Track and manage IT assets throughout their entire lifecycle.
•    Repair or replace equipment in alignment with warranty requirements and lifecycle management policies.
- Strategic Technology Planning
•    Collaborate with Port leadership to develop and maintain a technology roadmap that supports organizational goals.
•    Provide guidance on emerging technologies, risks, and opportunities relevant to Port operations.
•    Maintain current Microsoft certifications appropriate to the services provided.
- Change & Lifecycle Management
•    Manage installations, moves, additions, and changes (IMAC).
•    Configure and maintain servers, switches, routers, and related network equipment.
•    Recommend and implement improvements to enhance security, performance, and reliability.
•    Maintain up to date system documentation and configuration records.
•    Oversee software licensing, warranty tracking, renewals, and compliance management.
- Cloud Services and Cloud Infrastructure Management
•    Evaluation and recommendation of cloud service providers upon request.
•    Monitoring, administration, and security management of cloud based infrastructure and services.
•    Integration of Software as a Service (SaaS) platforms with on premises and cloud systems.
•    Support for identity and access management, cloud backups, and cloud security controls.