Information Technology Services

The Vendor is required to provide IT management and support for the city.
- Primary responsibilities:
•    Network systems administration including design, configuration, management, monitoring, repair and support, upgrade and expansion pertaining to firewall, switching, and wireless systems. 
•    Provide maintenance on all servers and support on all backend infrastructure systems. 
•    Oversee backup and recovery processes as well as the cybersecurity tools and protections for all workstations and servers throughout the city.
•    Maintain the image of all workstations, deployment of applications, and maintenance of antivirus software and internet filtering on all city devices. 
•    Support and deploy city-owned devices, and peripheral hardware, including support of city police tough-book devices.
•    Facilitate repair with third-party vendors. 
•    Ensure connectivity to various city platforms for all departments
•    Create and maintain accounts and the organizational structure in city platforms such as Microsoft active directory and Microsoft azure.
•    Update email groups and accounts as necessary in m365. 
•    Maintain and update device and peripheral hardware inventory which includes daily maintenance, asset tagging and tracking, replacement schedule, and warranty life cycles. 
•    Provide onsite and virtual end-user tech support for all city locations. 
•    This includes providing and utilizing a work order and trouble ticket system for staff members to report and request needed service and to provide analytics of support services. 
•    Provide a staffed remote helpdesk support team to fill any gaps of technicians not being onsite or being available for urgent issues with a phone number for staff to call from 7 am – 5 pm Mon – Friday.  
•    After hours support number for emergencies as well.  
•    This requires remote control software on every server and workstation with MFA connectivity
•    Member(s) of the vendor's management will attend meetings at the city office or other location and virtually as requested. 
•    The goal of the meeting is to discuss the budget cycle, open issues, brainstorm solutions, and hear any problems that need to be addressed. 
•    Provide training to city staff on new or upgraded hardware, peripherals, or software. 
•    Assist city with developing request for proposal (RFP) to allow vendor proposals on technology-related items. 
•    The primary contact for third-party technology vendor relations. 
•    Ensure connectivity and provide support with third party vendors such as the following: city cameras and recording server, VoIP and phone system, ISP
•    Assist with application and securing state and federal funding for hardware as needed. 
•    Assist the city with ensuring the IT infrastructure requirements and software purchases are in line with city objectives. 
•    Onsite services as needed  
•    24x7 server monitoring, patching and problem resolution
•    24x7 NOC for server issue remediation and updating taking place after hours    
•    Scheduled hardware and software upgrades  
•    Emergency on call after hours for downed servers and systems
•    Provide cyber protection for all servers – 4 servers – must include
o    24x7 SOC monitoring all tools and remediating issues for all servers
o    24x7 NOC monitoring all server logs and remediating issues for all servers
o    EDR tool on all servers
o    MDR tool on all servers
o    Zero trust tool on all servers  
•    Provide cyber protection for all workstations – approximately 40 workstations – must include
o    24x7 SOC monitoring all tools and remediating issues for all workstations
o    EDR tool on all workstations
o    MDR tool on all workstations
o    Zero trust tool on all workstations
•    Cyber training and phishing emails for staff with emails – 51 staff 
o    Monthly online, automated, and tracked training
o    Monthly simulated phishing assessments to all staff
•    Licensing that must be included – 51 staff 
o    MS teams with audio conferencing
o    Office 365 g3 – 50 licenses
o    Email and m365 backup – 50 licenses
o    Email archiving with 7 year retention – 50 licenses plus the ability to keep users that are no longer with the city
o    MS Entra id p1 – 50 licenses
o    MS enterprise mobility  + security g5 – 1 license
o    MS Azure plan – 1 license.