The vendor is required to provide that information technology (it) support services of comprehensive technical computer and network support in a public sector environment.
- Agency operates a traditional client/server environment. the current client/server environment consists of the following but is subject to change:
• 135 network users
• Nimble storage area network
• 3 physical servers in a vmware cluster
• Approximately 115 end-user devices running windows 11
• Microsoft office 365
• Veeam backup coupled with disaster recovery though 11:11 systems
• Microsoft 365 for email and calendaring
• SharePoint 2016 – Most of work is done in the SharePoint environment. users may connect to the portal 24/7 both internally and remotely via the internet to add/revise/review documents and email/calendars
• Mitel phone system
• cisco routers, FortiGate firewall and hp switches
• 7 xerox printers (printing, copying, scanning)
• Services through FortiGate
• Two-factor authentication for office 365 and workstation logins through duo
• Esri ArcGIS server and hybrid cloud integration
- Agency has several technical applications that utilize special hardware and/or software systems with unique connectivity issues:
1. Clerk of the board
a. Minestra
b. Granicus one meeting
c. Audacity
2. Finance
a. Eden financial system
b. Crystal reports
3. Project delivery
a. Ecosse
b. Oracle primavera p6 professional project management
c. Microsoft project
d. Parsons program controls systems
4. Agency wide
a. Sharepoint 2016
b. Adobe acrobat professional
c. Laserfiche
d. Esri for GIS needs
e. Mitel communicator
- Technical services:
a. Regular it support
- The consultant will provide the following services, including but not limited to:
1. Help desk support
o software-related issues (application support)
o Maintain up-to-date inventory of software/hardware and track license and warranty
expirations
o Hardware-related issues (servers/workstations/mobile devices)
o Assist with sharepoint system administration
o Assist with laserfiche system administration
2. Network administration
o Network access and user creation
o Network printing: deployment and troubleshooting
o Network resource access
o Email administration
o Network documentation: comprehensive and up-to-date network and system documentation is to be provided by and maintained by the consultant
o Server maintenance: routine maintenance and upgrades
o Firewall administration: configuration, monitoring, and best practices
o Mitel phone system administration
o Facilitate computer replacement and repairs under warranty service contracts, and for new pc deployments
o Perform server upgrades/updates: ensure timely updates and patching
o Virus protection administration
o Spam filtering administration
o Backup system administration: ensure Veeam backup integrity and disaster recovery readiness
o Resolve issues related to it infrastructure, both on-premise and in office 365
o Third-party vendor coordination: work with other it consultants/vendors for troubleshooting and project implementation
o Maintenance contracts: oversee contracts and work with vendors to ensure smooth operations
o STAFF assistance: answer it-related questions and provide support
o Attend weekly ticket review meetings to address outstanding issues
o Technology recommendations: provide strategic recommendations for it
infrastructure improvements and automation
o Provide ticketing system access for status updates on support requests
o Participate in budget process related to it matters
o Provide vendor quotes for it purchases
3. Monitoring services
o Implement monitoring tools for server and workstation health (e.g., solarwinds, kaseya)
o Enable 24/7 alerting for proactive issue resolution, with concurrent email notifications to   
o Provide access to monitoring tools for transparency and oversight
4. Service level requirements
o Server down response: onsite within two (2) hours for critical infrastructure failures
o Workstation down response: assistance within four (4) hours for workstation issues impacting end users
5. Strategic planning and oversight
o Assist with strategic oversight of the it program and long-term it planning
O Recommend IT policies, procedures, and standards
o Provide input and review of related to IT services
o Assist with vendor negotiations for IT procurement
- Contract Period/Term: 1 year
- Non-Mandatory Pre-Proposal Conference Date: January 30, 2025
- Questions/Inquires Deadline: February 06, 2025