Professional Managed IT Services

The Vendor is required to provide professional information technology managed services providers.
- Town to improve and maintain Information Technology (IT) effectiveness, enhance its quality-of-service delivery (including cybersecurity readiness and infrastructure resilience), minimize support costs, and maximize return on investment.
- Our technology footprint spans multiple facilities and operational areas. Wireless surveillance cameras are installed across municipal buildings, and the Town provides public Wi-Fi access in its largest park through a network of repeating towers that require regular maintenance. Satellite facilities, including Public Works, computers, tablets, and surveillance systems.
- With increasing reliance on cloud-based platforms, interconnected systems, and advanced technology, the Town requires a cost-effective and reliable IT solution that prioritizes performance, security, and accessibility.
- Comprehensive IT services that ensure the seamless operation, security, and scalability of the Town’s technology infrastructure. As a full-service local government, the Town depends on digital systems for service delivery, internal operations, and stakeholder communication.
- Provider will be responsible for supporting a broad range of IT resources, including mobile devices, laptops, desktops, servers, surveillance systems, ERP systems, wireless networks, and satellite site connectivity.
- The Town’s current IT environment includes leased desk telephones operating through an internet-connected switchboard. As such, the scope of services must include full desk phone support and product recommendations to ensure that voice communications remain integrated with other IT operations.
- Data security remains a top priority, as the Town manages sensitive financial and operational data across multiple departments.
- Basic Desktop Support
• Operation of a help desk and ticketing system with support available by email and telephone.
• Remote troubleshooting and resolution of routine issues, including login problems, connectivity concerns, and standard software errors.
• Escalation of unresolved issues to Tier II as necessary.
• Printer, copier, and scanner support for all users, including coordination with third- party vendors when required.
- Escalated Desktop Support
• Direct support for escalated user issues requiring in-depth technical troubleshooting.
• On-site assistance when remote resolution is not sufficient.
• Coordination with municipal departments to ensure minimal downtime during issue resolution.
- Microsoft Managed Services and Cloud Administration
• Microsoft 365 (M365) licensing and administration.
• Hybrid environment support including Intra ID, Intune, and Conditional Access policies.
• Azure Active Directory management.
• Deployment and management of Microsoft Defender and multi-factor authentication protocols.
• SharePoint migration, backup, and data cleanup.
• OneDrive management, including permissions and storage monitoring.
• Power Automate and Power Apps support to optimize workflows.
• Office 365 administration, including standardization of software, licensing, and upgrades.