Managed IT Services

The Vendor is required to provide Managed IT services supporting the youth community lab located within the city-managed facility.
- Services shall include the delivery, operation, and ongoing support of secure, reliable, and high-performing desktop and device systems, including associated hardware, software, network connectivity, and security controls. 
- The Consultant shall be responsible for providing a complete, fully supported IT solution that ensures continuity of operations, system integrity, and user accessibility in alignment with City standards and best practices.
- During summer months and school breaks, operating hours are typically 10:00 am to 5:30 pm, Monday through Friday.
- The current lab environment comprises approximately seventeen (17) desktop computers, nine (9) Android tablets, internet connectivity, and a shared printer
- The Consultant shall perform all tasks necessary to deliver the required product described above. Services shall include, but not be limited to, desktop and system management, vendor coordination, security and compliance, hardware support, and service
- Desktop and System Management services shall include workstation imaging, system updates, and patch management; implementation of locked-down system configurations to restrict unauthorized software; use of remote management and monitoring tools; and troubleshooting of both user-level and system-level issues. 
- The Consultant shall provide a solution that restores workstations to a known, secure state upon reboot. 
- The Consultant shall also support and troubleshoot Wi-Fi connectivity throughout the facility and shall evaluate the existing aging Windows server, recommending replacement or proposing a fully supported alternative solution, which shall be maintained by the Consultant.
- Vendor Management services shall include acting as the City’s liaison with third-party vendors such as printer and copier service providers and software licensing vendors. 
- The Consultant shall coordinate with City IT staff for upstream infrastructure support and shall comply with all restrictions related to modification of City-owned infrastructure, including but not limited to firewall and network controls.
- Service Level Requirements:
•    Critical Issues: Response within 24 hours; resolution expected same business day
•    High-Priority Issues: Response within 24 hours; resolution expected same business day
•    Standard User Requests: Response within 48 hours; resolution within 48 business hours
•    Routine Maintenance Tasks: Scheduled response; resolution within one (1) week