The vendor is required to provide information technology and consulting services.
- IT assessment and system lifecycle management: review, update and maintain an inventory of all it-related assets, assess system assets and make recommendations for improving the town’s IT performance through a maintenance and upgrade schedule.
- Critical systems management and monitoring (24/7/365): provide 24 hours a day, 7 days a week, 365 days a year monitoring and alerting for all server/network related issues as necessary.
- Ensure scheduled preventative maintenance for equipment is properly performed; develop and test back-up and disaster recovery plans and procedural documentation.
- Critical systems and programs include:
• Town servers
• Firewalls
• Backup systems
- Data and security management (24/7/365):
• Maintenance of virus detection programs on the town servers, email and all other town computers and/or laptops.
• Alert and advice town’s point-of-contact when potential cyber vulnerabilities and/or threats are identified.
• Review and enhance the security of the town’s network and wireless devices.
• Perform security audits as requested and notify town personnel immediately of suspected breaches of security or intrusion detection.
• Provide a method to track and identify IT assets by location or user, and the characteristics of each device.
• Devices should be physically tagged to match their electronic record.
• This should be updated whenever a new device is added or removed.
• Perform forensic analysis of IT systems when necessary.
• Provide sample processes for the restoration of data in the event of natural or man-made disaster and describe the role that the town would play in such restoration if IT occurs at a vendor site and not within the town’s control.  - Technical support (as-needed basis):
• On-site set up of new users and edit or remove existing users when requested; thus managing the computer network, hardware, software, communications, and operating system necessary for the quality, security, performance, availability, recoverability, and reliability of the system.
• Perform basic support functions including the installation of pcs, laptops, printers and software – on-site and/or remote as requested.
• Diagnose and correct desktop application problems, configuring laptops, tablets, and desktops (or equivalent) for standard applications identifying and correcting hardware problems, performing windows patches and updates along with other preventative maintenance.
• Provide assistance with software and hardware purchases when requested by designated town personnel.
• Install new servers, software and hardware and transfer data when acquired.
• Consultation for budgeting and strategic planning (as-needed basis):
• Provide technical and organizational leadership for technology related issues.
• Make recommendations for future purchasing and technology needs for the organization and specific departments as needed during the annual budget preparation process.
• Provide recommendations for potential savings/efficiencies in IT related matters.
• Coordinate all IT and communication related support.
• Find efficiencies through the consolidation of equipment and software currently in use across various town departments.
• As needed, conduct one-on-one trainings, procedure development group trainings, etc. on standard computer applications, including maintenance and user rights.
- Help desk and on-site support
• Must provide remote support, email support and on-site support during town hall’s normal business hours as requested.
• Manage, monitor and track all support related issues and provide monthly updates to the town of significant support patterns or issues.
• Provide an online ticket submission service with commenting and request tracking capabilities.
• Historical support data should be available by user or issue type.
- Contract Period/Term: 1 year