Information Technology Services

The Vendor is required to provide information technology services will be provided on an as-needed basis and will include both remote and on-site support.
- IT services provider to deliver ongoing network administration, cybersecurity management, cloud and systems support, desktop and device management, help desk services, audio-visual meeting support, phone system maintenance, website support, and strategic technology planning.
- IT services
•    Provide ongoing professional services, support, coordination, general maintenance, equipment installation, and troubleshooting of the agency IT functions.
•    Provide routine preventive maintenance services and recommendations for improving the existing system. 
•    Activities will also include technical support for system upgrades including equipment purchases, software upgrades, and license agreements in coordination with the agency staff. 
•    Ensure IT services operate smoothly by providing technical support and troubleshooting services.
- Network administration services
•    The network administration activities will include all network equipment such as switches, routers, firewalls, access points, and cabling infrastructure: primary installation and maintenance of all network equipment; primary maintenance including regular analysis, routine configuration changes, installation of patches and upgrades; alert notifications to designated agency personnel in the event of failure; manage and store network configuration information; maintain the wan and LAN networks; maintain documentation on the cloud network; coordinate employee access and passwords; maintain and service email services; and manage VoIP and mobile phone services. 
•    Perform backup and log configurations from infrastructure equipment (e.g., routers, switches, etc.).
- Service administration services
•    Manage all the agency office computer and phone systems. 
•    This includes the network, applications, databases, emails, files, printers, other servers, and associated hardware. 
•    Service administration activities will also include managing software, communications, and operating systems necessary for the system's quality, security, performance, availability, recoverability, and reliability. 
•    Ensure scheduled preventive maintenance for equipment is properly and promptly performed; maintain the maintenance records on the equipment; develop operations, administrative, and quality assurance back-up plans; and procedural documentation.
•    Also set up new users, edit or remove existing users; manage user logins and security; focus on server performance and capacity management services. 
•    Configuration management will include changes, upgrades, patches, etc. 
•    Also support specialized software products related to the server(s) and associated hardware. 
•    Coordinate repair and maintenance work with contracted repair vendors and ensure repairs are conducted in a timely fashion. 
•    Monitor server performance and capacity management services and, notify agency staff in the event of a failure, and provide on-call support.
- Desktop administration services
•    Perform basic desktop support functions, including installing and configuring employee computers, laptops, smartphones, printers, copiers, and peripherals; diagnosing and correcting desktop application problems; configuring laptops and desktops for standard applications; identifying and correcting end-user hardware problems, and performing advanced troubleshooting. 
•    Provide large-scale document recovery services. 
•    The contractor is expected to maintain an up-to-date inventory of all computer-related hardware for the agency. 
•    Assist designated agency staff with necessary software and hardware purchases. 
•    Assist the agency staff with third-party desktop and server software issues. 
•    Provide helpdesk support and general day-to-day support services to the agency.
- Miscellaneous maintenance and support services
•    Phone and internet connectivity in conjunction with multiple service providers.
•    Support and coordinate all Microsoft office 365 functions, including coordinating with other software and support firms and staff.
•    Assist with file maintenance, data entry, and software use as needed.
•    Provide and oversee IT training and education programs.
•    Maintain assets and licensing inventory.
•    Provide project management services for IT-related tasks.
•    Provide support and maintenance for secure remote access to agency intranet.