General Information Technology Services

Vednors to provide comprehensive general information technology support and managed services; consultant shall supplement the City Information Technology Department and provide enterprise network, Cybersecurity, cloud, systems, telecommunications, endpoint, backup, monitoring, and help desk services for City and Police facilities.
- Network, Infrastructure, and Security Support
Network architecture, configuration, administration, troubleshooting, and documentation for wired, wireless, virtual, and internet-connected environments.
Cybersecurity hardening, incident assistance, vulnerability remediation, secure remote access, logging, and policy support.
WatchGuard firewall maintenance and support, including configuration, licensing, firmware planning, security policy review, monitoring, troubleshooting, and high availability. The prime consultant must be a current WatchGuard Gold Partner or higher and shall submit documentation verifying current WatchGuard partner status and level with the proposal.
WatchGuard site-to-site and remote-access VPN support, including configuration, multifactor authentication integration, certificates, troubleshooting, and security review.
OpenText Webroot administration and support, including policy management, deployment, agent health, threat alerts, remediation, reporting, and licensing coordination.
HP server maintenance and monitoring, including hardware health, firmware, warranty coordination, operating-system health, storage, performance, alerts, and failure response.
Support for switching, wireless, virtualization, storage, power protection, and related City infrastructure.
- Monitoring and Incident Response
Continuous 24x7 monitoring of mutually agreed critical systems, Microsoft Windows servers, network devices, firewalls, internet connectivity, backup jobs, and endpoints.
Automated notifications and a web-accessible ticketing system or integration with the City-designated ticketing system.
Documented severity, escalation, response, restoration, and communication procedures.
Quarterly performance reporting covering availability, alerts, incidents, response performance, recurring issues, backup status, security findings, and recommendations.
Maintenance of network diagrams, system documentation, asset records, procedures, and configuration records.
- Microsoft and Cloud Services
Microsoft Office 365 and Microsoft 365 administration and support for the City's commercial and government cloud environments, including Office 365 G3 Government licensing and services where deployed. The prime consultant must have a Microsoft partner relationship including support & consulting access. The prime consultant must provide relevant staff Microsoft certifications.
Administration and troubleshooting for Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft Entra ID, multifactor authentication, licensing, mail flow, security settings, user lifecycle tasks, retention, compliance, and migrations.
Coordination with Microsoft and other vendors for incidents and escalation.
- Endpoint, Workstation, Mobile Device, and Help Desk Support
Endpoint and workstation monitoring and support for desktops, laptops, tablets, mobile devices, peripherals, and approved software.
Remote and on-site troubleshooting, deployment, patching, performance remediation, hardware diagnosis, user support, imaging, migration, inventory updates, and warranty coordination.
Endpoint health and security monitoring for operating-system status, storage, hardware, endpoint protection, patches, alerts, and remediation.
Complete ticket documentation showing the issue, work performed, time, resolution, assets affected, and follow-up actions.