Information Technology Managed Services

Information Technology Managed Services including:
- Service desk. The Contractor shall:
1. Provide a service desk reachable by phone, email and web portal during Business Hours, and by phone 24x7 for Priority 1 and 2 matters;
2. Log every Incident and Service Request in a ticketing system, assign a Priority, and give the Township read access to all Township tickets;
3. Support all Full Users, Email-Only Users, Shared Devices and Election Pollbooks at all Sites and for authorized remote work; and
4. Staff the service desk with technicians able to resolve routine issues at first contact and escalate to engineers without delay.
- Onsite support. The Contractor shall:
1. Provide one scheduled onsite day per week (eight hours, during Business Hours) at Township Hall or another Site as the Township directs, by a technician familiar with the Township's environment;
2. Dispatch onsite support for any Incident that cannot be resolved remotely, and
3. Not charge travel time, mileage or trip fees for onsite work at any Site.
- Computers and end-user devices. The Contractor shall set up, image, configure, troubleshoot and maintain laptops, desktops, rugged tablets, Shared Devices and Election Pollbooks; install and support pproved software; coordinate manufacturer warranty repairs; support Township email and Microsoft 365 access on Township and personal mobile devices (the Township does not currently use mobile
device management); and support printer and scanner drivers, print queues and print management software. Copier and printer hardware service is provided by the Township's copier vendor.
- Network. The Contractor shall administer, monitor and maintain firewalls, switches, wireless networks (staff and guest), VPN and remote access, and connections between Sites; coordinate with
internet and circuit providers; keep firmware and security configurations current; and maintain current network diagrams.
- Cybersecurity: The Contractor shall provide the security services in Exhibit E, including endpoint detection and response monitored 24x7, email security, multifactor authentication, vulnerability scanning, security awareness training with simulated phishing, incident response, and an annual security assessment with written recommendations.