The Vendor is required to provide for IT services to manage various activities such as vendor-hosted security and active threat monitoring, networking, day-to-day client (employee) support, application support, purchase orders of equipment such as laptops, networking and cabling, and setting up laptops equipped with necessary software.
- The newly selected provider will provide the professional IT staff necessary to meet the City’s IT needs.
- Comprehensive managed IT services that include:
• Helpdesk support with occasional, as-needed on‐site support
1. Software/hardware installation support
2. Email support
3. Printer support
• Assist and troubleshoot a variety of technical issues.
• Application management
• Server management
• Network maintenance and cyber security
• 24/7 system monitoring and response
• Disaster recovery
• Network hardware/software vendor management
• Hardware purchasing consultation
• Network architecture and design
• Development of “basic” line level it skills to allow for at least a minimum level of self-sufficiency
• IT consulting/advising and assessment
- Additive (optional) items over and above base needs
• Low voltage cable running and management
• Provide and service hosted VoIP phone system
• Provide and service printer/copier/fax machine (currently using ricoh imc4500)
• Hardware and software purchasing (over hardware/software that is used by vendor for standard services)
• Other extraordinary expenses.
• BS&A applications (accounts payable, assessing, building department, cash receipting, citizen request for action, general ledger, miscellaneous receivables, payroll, tax, timesheets, utility billing, work order, etc.)
• ESRI ArcGIS applications (ArcMap, ArcGIS pro, ArcGIS online, arc reader, etc.)
• Adobe reader/nitro pro
• Apex sketch
• Microsoft office suite (OneNote, publisher, access, word, excel, PowerPoint, outlook, etc.)
• IT-hosted antivirus
• IT-hosted remote desktop services
• SonicWALL net extender/cisco any connect VPN & remote access to desktop
• G-suite for e-mail (some employees port their Gmail into Microsoft outlook [50/50])
• On-site networked printers & networked copier/scanner/fax
- Endpoint and printer management
• Inventory control & reporting
• Warranty management
• Asset tracking
• Patching and compliance for operating systems and installed applications
• Mobile device management
• Endpoint encryption
• Anti-virus & anti-malware management and remediation
• Security policy management
• Remote monitoring of hardware and software for errors, warnings, or noncompliance
• Installation and maintenance of ups units
• Troubleshoot printer/scanning issues; interface with vendors to coordinate repairs
• Advise in the selection, acquisition, and set up of all desktops, laptops, and tablets in conjunction with appropriate city staff.
• Manage the set-up of desktops, laptops, etc.
1. Cost of set-up must be included in annual service fee.
• Support of acquisition of desktops, laptops, etc., when necessary.
2. List fee/upcharge if acquisition is completed by vendor.
- Server management
• Inventory control & reporting
• Warranty management
• Asset tracking
• Patching and compliance for operating systems and installed applications
• Multi-factor authentication management
• Anti-virus & anti-malware management and remediation
• Security policy management
• Remote monitoring of hardware and software for errors, warnings, or noncompliance
• Encrypted backups daily for most, if not all, applications and weekly backups in all cases
• Offsite backup storage & disaster recovery of city’s data and applications
• Management of city’s virtualized and physical servers
- Network maintenance and management
• The city requires 24/7 support, with a maximum allowable downtime of one (1) hour, excluding outages caused by power failures or issues originating from the ISP.
• Given the critical nature of this network and wireless infrastructure, continuous monitoring is required—24 hours a day, 7 days a week, 365 days a year.
• Inventory control & reporting
• Warranty management
• Asset tracking
• Patching and compliance for operating systems, appliance upgrades and all network equipment including firewalls, switching, routing and wireless infrastructure
• Security policy management
• Remote monitoring of hardware for errors, warnings, or non‐compliance
• Monthly change control reporting
• Monthly reporting on configuration backup
• Ensure domain name registration, DNS entries, and SSL certificates are active and maintained
• Potential for support for city hosted or cloud-based phone system
• Cable management and running
- Help desk support and on‐site support
• Vendor should coordinate with city to prioritize tickets based on operational needs.
• Regular reports on outstanding problems, issues, affected users, problem categories
• Application & operating system helpdesk services
• Guidance and user support pertaining to proper use of city applications and systems, including software licensing to ensure proper use, increased efficiencies, and recommendations for said improvements
• Guidance and user support pertaining to proper response to security concerns such
1. As websites, emails, and application behavior
• Support during business hours: support during business hours must include on‐site
1. Support as well as phone or remote support as needed to meet the requirements below. 
2. Normal business hours for city hall are Monday-Friday from 9:00 a.m. until 5:00 p.m. and normal hours for DPW & water/wastewater are Monday-Friday from 7:00 a.m. until 3:30 p.m. DPW and water/wastewater are staffed seven days a week and may require service outside normal business hours. 
3. Provide an explanation of how services would be provided to those departments that work outside of normal hours, up to and including need for on-site visits. 
4. City holidays are excluded.
• Support to troubleshoot basic network issues with the use of the city’s
1. Remote monitoring system
• Support should have a good understanding of all the internet connections and providers
• On-site or remote support to rollout new computers/laptops (as-needed)
• On-site support to rollout replacement switches and other networked equipment
• Support for reviewing cyber security logs
• Support for reviewing current it management systems (switches, network, Wi-Fi)
• Staff estimates ~40 hours per year of on-site technician presence to respond to things such as computer set-up, printer issues, and other standard issues requiring on-site presence
• Staff estimates an average of three (3) to five (5) calls per week for remote support. 
• This is subject to fluctuation – sometime it is more frequent in a particular week, sometimes it is less.
• Average time to provide the first response to a submitted ticket within one business day.
• Average time to resolve a standard day-to-day service request/ticket to be no more than three business days.
•All personnel on-site and remote will be required to pass a criminal background check before performing any work for the City.
- Contract Period/Term: 3 years
- Mandatory, On-site Pre-bid Meeting Date: June 20, 2025
- Questions/Inquires Deadline: July 2, 2025