IT Services

The Vendor is required to provide IT services and security support to our agency for a set term of years.
- Assessment services
•    Evaluate the existing IT environment, including current capabilities and capacity.
•    Prepare information technology research as required.
•    Review existing hardware, software, and services provided by various firms.
•    Be familiar with state and federal laws governing public transit agencies.
•    Counsel and participate in any other information technology affairs of interest to the operation of the authority.
•    Server virtualization assessment will evaluate the applicability of server virtualization technologies.
•    Other services as required.
- Needs analysis
•    Perform risk and intrusion assessment using industry standards, annually.
•    Network assessment services should include directory services, critical server performance, SQL,
•    Exchange, security, desktops, network and databases.
•    Identify problem areas of network that effect operations.
•    Specific deliverables include: performance baselines, a complete network assessment report, and design recommendations.
•    Highlight the opportunities and constraints imposed on the IT planning process by the culture and environment.
- Desktop support
•    Provide ongoing IT services and IT service support to authority employees at all locations, primarily delivered remotely unless otherwise required. 
•    These services will cover the hardware, software, and service specifications listed below and in subsequent scope items.
•    Technical support be available via telephone, email, and remote desktop 24/7/365, with the following mutually documented response parameters:
o    <20 minute response time for critical items.
o    <24 hours response time for high importance items.
o    <36 hours for low importance items.
•    Provide the following services, ensuring alignment with authority security goals, strategic plan, operational needs, and compliance requirements.
o    Oversight and engineering of IT environment through hands-on inspection of network resources and complete documentation of recommendations. 
o    Troubleshooting various general IT issues as needed and developing solutions for all authority employees. 
o    Password reset services. 
o    VPN services support. 
o    Desktop virtualization. 
o    Clearly documented and up-to-date contact information and procedures to authority within 24 hours of execution of any ensuing agreement and any change in information. 
o    Other support services as required, subject to an hourly rate specified in the vendor's pricing sheet. 
o    Provide quotes at the agreed rate and receive approval from authority before initiating.
- Supported software
•    Microsoft office 365 (including exchange, outlook, teams, sharepoint, planner)
•    WatchGuard
•    Microsoft server
•    VMware
•    Ericsson enterprise wireless solutions
- Security services
•    A comprehensive IT strategy for infrastructure, architecture, product selection, deployment, and management of:
o    Cloud-based solutions
o    Wireless
o    Firewall
o    Remote access VPN
o    Facility security
o    Intrusion detection system
o    Back up storage
o    Computer emergency response team
o    Integrated communications
o    Mobile onboard WI-FI
o    Ability to subcontract services for a security risk assessment.
o    Any other areas as needed.
•    Ongoing general security consulting as new industry trends evolve, including regularly scanning for vulnerabilities, including malware and cyberattacks.
•    Disaster recovery/backup solutions/server co-location. 
•    Replication of the vSphere environment to an offsite location capable of performing a failover operation in the event of primary system failure. 
•    The system shall provide 32 vCPU and 96 GB of ram with reserved usage 24/7.
•    Ensure the network, servers, and computers meet security standards in accordance with industry-recognized security frameworks:
o    Professional services for network monitoring, management, and administration. 
o    Storage area network security. 
o    Analyze current network for usage trends. 
o    ISP - bandwidth, current versus planned need in the future.
- Asset management
•    Network devices
•    Firewalls, routers, and other perimeter devices
•    Servers
•    Wireless access points
•    Computers, laptops, and tablets
•    Printers, copiers, fax machines, and scanners
•    AV controllers and related presentation equipment
•    Any other IT equipment valued over $1,000.