The vendor is required to provide that information technology (I.T.) managed services an advocate for the city with recommendations for new technology, security, backup services, planning and budgeting.
- Service desk support:
a. Current state: City employees log 33 support tickets per month on average.
b. Required services:
• Provide end user and backend application support can be received via phone or email.
• Technicians must possess relevant knowledge, certifications, manuals, and troubleshooting guides in order to determine if the issue can be resolved at their level or if the issue needs to be escalated.
• Provide a monthly status report updating the services provided. this report must include a narrative of the provided services(s) and time spent for resolution.
- Network infrastructure monitoring and network administration:
a. Current state: the network consists of the following devices:
• 3 Servers
• 11 switches
• 19 wireless access points
• 7 firewalls
• Approximately 64 desktop workstations
b. Required services:
• Provide a managed service solution that ensures visibility into the entirety of its infrastructure operations.
• Include the entire network fabric, for both wired and wireless networks, and should monitor traffic at every level; these tools shall monitor:
1. Switches
2. ASA – firewall
3. Wireless access points
4. Network LAN switch and bandwidth
• Consultant monitoring must be available 24x7x365 and personnel will be expected to participate in monitoring respond to critical alerts.
• Consultant shall remotely manage all equipment.    
• Consultant must serve as network administrator and architect
- Microsoft servers, VMware, and SQL server administration consultant shall administer city’s microsoft servers that are currently on premise.
- The city has three windows servers.
- Provide comprehensive services including the administration of the servers, administering all SQL databases, and overseeing server storage management.
- Backup-as-a-service
• Provide backup of all city servers.
• The city is looking for a consultant to provide backup-as-a-service through an external as-a-service solution.
• The backups are incremental daily following an original full backup.
• Provide the following backup services:
1. Full at contract start date
2. Daily incremental
3. Remediation of daily unsuccessful backups
4. Test restoration of backups on a quarterly basis
5. Consultant shall provide backup/restore administrator and architect services
- Desktop-as-a-service
a. Current state: The city currently supports approximately 64 desktop workstations.
b. Required services:
• Workstation provisions and readiness – consultant must provide desktop services including imaging, support, patching, software packaging/deployment, antivirus, troubleshooting city to determine workstation make and model and rotation/replacement schedule.
• Physical deployment of workstations and peripherals – physically deploy and set new workstations, devices (including local printers and scanners), re-deployment of existing workstations, and decommission of existing workstations, and deployment of MDCs in patrol cars.
- Security and compliance
• Perform ongoing information security assessments and document findings and recommendations for improvement and remediation to the city.
• Identifying and responding to threats and issues in the city’s environment including those within its data regardless of if it is on premises, in-cloud or in a hosted solution such as office 365 and other hosted environments.
• Security policy reviews, including but not limited to: access management, password management, remote access/multifactor authentication, active directory management, personnel training/guidance, internet content filtering, software deployment standards.
• Intrusion testing and systems hardening, including for PCI and CJIS
• Annual penetration/vulnerability testing of internal and external applications systems and networks
• Annual security, penetration and vulnerability testing for wireless networks
- Professional services
• The city pointe park, as part of the bid, requires the successful bidder to be proficient in the following areas:
(1) Desktop support,
(2) Infrastructure support,
(3) Network support: provide on-site or remote engineers/technicians as required to perform city migrations, system administration, network infrastructure administration, database administration, server/storage administration, desktop administration and report building, projects and planned maintenance, documentation and data collection.
- Questions/Inquires Deadline: March 07, 2025