IT Support Services

The Vendor is required to provide cost-effective, quality, and productive information technology support services under the direction of the information technology manager to assist the city in effectively and efficiently serving the residents, businesses and visitors without compromising the security and integrity of the city’s network.
- Information technology service
• IT contract service provider furnishes an information technology service support solution for endpoint monitoring and assistance, automated and user-initiated help desk ticket creation and management, and comprehensive reporting.
• The help desk team consists minimum of 3 it staff supporting an average of 350 requests per month.
• This count is not all inclusive as many other requests for IT services may not be logged through this system.
• Each of 3 IT staff must consist 5+ years of technology knowledge and experiences who can support the city’s hardware and software system, networking, security, databases, reporting, and web knowledge.
- Essential duties
1. Information security management:
• Ensures the confidentiality, integrity, and availability of organizational IT systems; including securing the city’s information and systems from internal and external threats, identifying security risks, and recommending and implementing procedures and countermeasures to mitigate such risks.
2. Network management:
• Designs, manages, and maintains the city’s local area network (LAN), wide area network (WAN), wireless and network infrastructure, with a special emphasis on public safety interconnections to fire communications, departmental requirements; including equipment installation, configuration, tuning, troubleshooting, performance monitoring, moves and changes, and decommissioning.
3. Systems management:
• Designs, manages, and maintains the city’s hardware, software, operating systems, applications, storage, and databases; including cots, mots, and custom applications, active directory, group policy, DNS, DHCP, anti-virus, anti-malware, anti-spam, patch management, equipment installation, configuration, tuning, troubleshooting, performance monitoring, moves and changes, and decommissioning.
4. Helpdesk management:
• Provide hands on, deskside, telephone, and remote helpdesk support for all hardware, software, applications, peripherals, databases, and websites; including 24x7x365 after-hours calls with a response time within 2 hours of the time requested for emergencies.
• The city would prefer to have a response time within 1 hour when such calls come from the public safety departments.
• If there is a higher cost associated with this preference, please provide a quote under a separate line of your cost proposal.
5. Inventory management:
• Manages, and maintains the city’s inventory of hardware, software, operating systems and associated licensing and warranty support; including asset refresh.
6. Continuity management:
• Develops, manages, and maintains continuity of IT operations plans, ensuring disaster planning and recovery systems meet organizational requirements; including recurring backup, verification, restores, and ensure adherence to city data retention policies.
7. Projects and planning:
• Assist in the strategic planning, development, deployment, and management of the city’s current IT systems as well as support the evaluation and development of long-range system planning to meet future needs.
• Perform lifecycle planning of all IT assets, research costs associated with IT asset refresh cycles, assist in the negotiation of contracts with vendors.
• Assist the city in selecting appropriate technology solution(s) and vendor(s) based on current market technologies and industry standards.
• Assist with coordination with any third party vendor(s) with issues that pertain to information systems and technology issues.
• Work with the city’s representative to review information systems guidelines, policies and procedures.
• Assist with evaluation and recommendations in regards to software and hardware purchases, compile hardware and software upgrade schedules, work with the city’s representative to recommend a budget for the purchase of equipment, supplies, and other products or services as needed and purchase of such equipment, supplies and products or services
• Assist staff with system set ups for meetings and training sessions including the use of any software.
• Create tutorials for users on how to perform requested tasks.
• Develop and prepare ad hoc reports, crystal reports programming, custom reports for various departments
• Assistance with mobile device configuration and troubleshooting.