Information Technology and Managed Services Provider

Vendors to provide comprehensive Information Technology (IT) support and Managed Services Provider (MSP) services for the full organization, including Town Administration and the Fairfax Police Department. The Town seeks a single primary technology partner capable of delivering proactive, strategic IT management with an emphasis on cybersecurity, operational continuity, CJIS compliance, and a forward-looking migration from server-based infrastructure to a modern cloud environment.
- Help Desk and Remote Support
• Provide a staffed help desk accessible during normal Town business hours (Monday– Friday, 8:30 AM–5:00 PM PST) for all administrative and Police Department staff
• Maintain a ticketing system (e.g., ConnectWise or equivalent) accessible to all covered staff for logging and tracking service requests; provide management-level reporting and visibility
• Remote troubleshooting for desktops, laptops, MDTs, printers, scanners, mobile devices, and peripherals for both Town Administration and Police Department
• Single point of contact for coordination with all third-party technology vendors
• After-hours emergency support with clearly defined response SLAs (see Section 2.3); afterhours support not included in base retainer shall be available at agreed overtime rates
- On-Site Support
• On-site visits as needed, not to exceed six (6) visits per month across all Town locations absent Town request for additional visits
• On-site support covers all Town facilities including Town Hall, Police Department (144 Bolinas Road), Public Works yard, and Recreation facilities
• Bay Area-based staff is preferred but not required, provided SLA commitments are consistently met
- Remote Monitoring and Management (RMM)
• Real-time monitoring of an estimated 50 devices total (approximately 25 Town Administration + 25 Police Department, including 5 servers and ~20 workstations/MDTs per environment)
• Automated alerting and rule-based response to detected threats or system anomalies
• Patch management: monthly for servers; timely updates for workstations; immediate application of critical security patches
• IT asset inventory reporting including hardware specifications, software licensing, and endof-life tracking
• Secure remote control for issue resolution
• Proposers shall identify the RMM platform proposed (e.g., ConnectWise Automate or equivalent) and per-device pricing
- Network and Infrastructure Management
• Administration of Town-wide local area network, wireless access points (10 APs across 4 locations), and firewall systems for both environments
• Network device maintenance: OS patching, firmware updates for switches, firewalls, and wireless equipment (does not include network engineering or architectural redesign, which shall be separately quoted)
• Management and monitoring of backup solutions for both environments
• VPN administration (Cisco AnyConnect for Administration; coordination with Police Department VPN/NetMotion)
• Network documentation including architecture diagrams with change management
• Monitoring network traffic for anomalous or potentially suspicious activity
- SharePoint / OneDrive Migration (Priority Project — Town Administration)
The Town intends to transition Town Administration from its current on-premises server-based file storage to Microsoft SharePoint and OneDrive. The selected contractor will be expected to:
• Assess the current file server structure and develop a phased migration plan
• Execute migration of shared drives and departmental file shares to SharePoint
• Migrate user documents and personal storage to OneDrive
• Establish SharePoint site architecture, permissions, and governance framework
• Provide staff training on SharePoint and OneDrive workflows
• Decommission on-premises file servers upon successful migration
• Note: Police Department file storage strategy shall be addressed separately in the proposal given CJIS requirements governing data residency and access