Information Technology Professional Services

The Vendor is required to provide information technology (IT) professional services in support of the board's office.
- Services may include enterprise application support, infrastructure and operations, cybersecurity, operational technology, information management, and digital transformation.
- Help Desk and End-User Support. First-point-of-contact support for Board staff, including service request intake, triage, remote troubleshooting, password resets, account management, and escalation to appropriate technical groups. The Contractor shall maintain service request tracking and reporting as directed by agency. Contractor staff may also support audiovisual systems, video conferencing, and Board meeting technology as directed.
- PC Deployment and Lifecycle Management. Installation, configuration, imaging, relocation, and decommissioning of desktops, laptops, and peripheral devices across all Board facilities. Responsibilities include hardware inventory management, equipment refresh coordination, and end-of-life disposal in accordance with Board policy.
- Enterprise Application Support. Ongoing functional and technical support for the Board's enterprise platforms, including Oracle Fusion Cloud ERP (Financials), Customer Information System (CIS) and Billing, Enterprise Asset Management System (EAMS) based on Trimble Unity (CityWorks), Dayforce (Human Capital Management), and related systems. Support includes troubleshooting, patch and upgrade coordination, configuration changes, report development, user support, and coordination with software vendors.
- Database Administration. Administration and maintenance of the Board's database environments, including Oracle, Microsoft SQL Server, and other platforms as required. Responsibilities include performance monitoring, backup and recovery, security administration, capacity planning, and support for database migrations and upgrades.
- GIS Operations and Data Management. Operation, maintenance, and enhancement of the Board's Geographic Information System (GIS) environment, including ESRI ArcGIS Enterprise and related platforms. Responsibilities include spatial data management, map production, analytical support, system administration, and coordination with engineering and operations departments. The Board is progressing toward an ESRI Utility Network model; GIS staff should be prepared to support planning and migration activities as directed.
- Network Administration and Infrastructure Operations. Administration of the Board's enterprise network, including LAN, WAN, wireless, VPN, and operational infrastructure. Responsibilities include network monitoring, configuration management, troubleshooting, firewall administration, connectivity provisioning for field and remote locations, and coordination with communications providers. This scope includes administration of the Board's VoIP telephone system, voicemail services, and support for Board-issued mobile devices. The Contractor's network administration responsibilities include management of all Board-owned network infrastructure devices, including firewalls, routers, switches, and wireless access points deployed in both IT and operational technology (OT) environments. This includes network devices at treatment plants, pump stations, and other operational facilities.
- Server and Data Center Operations. Administration of the Board's server infrastructure, including physical and virtual server environments, storage area networks, cloud-hosted instances, and on-premise data center facilities. Responsibilities include system monitoring, patching, backup management, capacity planning, environmental monitoring, and disaster recovery testing.
- Web Administration, Digital Content, and Communications Technology Support. Maintenance and development of the Board's public-facing web presence, internal web applications, and digital communications platforms. Responsibilities include content management system (CMS) administration, web hosting, accessibility compliance (ADA/WCAG 2.1), and development of web-based tools and interfaces as directed. The Contractor shall also provide technical support for the Board's digital communications channels, including social media platform administration, digital content formatting and publishing, graphic design for web and social media assets, video editing and encoding for public-facing content, and email marketing or notification platform support as directed by the Chief of Communications.
- Audio-Visual and Meeting Support. Setup, operation, and maintenance of audio-visual equipment in Board meeting rooms and at community meetings. Responsibilities include video recording and encoding of public meetings, camera system support, and technical assistance for Board presentations and events.