The vendor is required to provide managed IT services for include:
1. Helpdesk support (m–f / 7–5)
• Respond to user requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and peripheral issues.
• Provide guidance on system usage and escalate unresolved issues to advanced support tiers.
• Ensure high customer satisfaction through timely and effective resolutions.
2. Remote support (m–f / 7–5)
• Use remote access tools to diagnose and fix issues on user devices and systems.
• Perform software updates, installations, and configurations remotely.
• Address network connectivity problems and monitor system performance.
• Provide remote assistance for user-reported issues efficiently.
3. Onsite support (m–f / 7–5)
• Conduct hands-on repairs, upgrades, or replacements of hardware.
• Troubleshoot network, server, and endpoint issues onsite.
• Set up and configure new equipment or systems as needed.
• Offer direct assistance to users for issues unresolvable remotely. 4. Continuous inventory
• Update the inventory database with asset additions, changes, or disposals.
• Track asset locations, configurations, and assigned users.
• Monitor warranty statuses and facilitate vendor coordination for repairs.
• Provide periodic inventory reports for review.
5. Cloud-based printing
• Configure and maintain cloud printing infrastructure.
• Ensure secure access controls for printing services.
• Monitor printer performance and resolve printing issues.
• Optimize print workflows and support user needs.
6. SaaS remote desktop (as needed)
• Deploy and manage remote desktop environments as required.
• Secure access to virtual desktops and applications.
• Monitor performance and adjust resources to meet demand.
• Support users with setup and troubleshooting. 7. Continuous network monitoring
• Use monitoring tools to track network health and usage.
• Identify and resolve potential issues proactively.
• Ensure network reliability through redundancy and failover systems.
• Provide performance reports and improvement recommendations
8. Live alert validation and triage
• Assess alert severity and operational impact.
• Prioritize alerts based on urgency and escalate as needed.
• Initiate response actions for high-priority alerts.
• Document alert handling and outcomes.
9. Coordinated incident response
• Maintain an incident response plan and execute it during disruptions.
• Lead resolution efforts and involve relevant teams.
• Communicate incident updates to stakeholders.
• Review incidents post-resolution to improve processes.
10. Server backups (local and cloud)
• Schedule and execute regular server backups.
• Verify backup success and integrity through testing.
• Maintain offsite cloud backups for redundancy.
• Perform data recovery as needed.
11. M365 SaaS backup
• Implement and manage m365 backup solutions.
• Schedule and monitor regular backups.
• Address backup failures promptly.
• Restore lost or corrupted m365 data as required.
12. Configuration management
• Establish and maintain configuration standards.
• Track and document changes to system configurations.
• Audit configurations for accuracy and adherence to policies.
• Correct configuration discrepancies as identified. 13. Renewals management
• Track renewal dates and provide advance notifications.
• Coordinate with vendors for timely renewals.
• Evaluate renewal options for cost efficiency.
• Maintain an updated renewal schedule. 14. Spam protection
• Configure and maintain spam filtering systems.
• Monitor and refine spam detection accuracy.
• Support users in managing spam-related issues.
• Ensure email security aligns with best practices
15. Advanced endpoint protection
• Install and manage endpoint security software.
• Monitor devices for threats and respond to incidents.
• Update protection tools with the latest threat definitions.
• Ensure comprehensive device security coverage.
16. Firewall management
• Configure and maintain firewall rules.
• Monitor firewall activity and logs for anomalies.
• Apply updates and patches to firewall systems.
• Conduct regular firewall performance reviews.
17. Security awareness training
• Deliver training on phishing, passwords, and safe practices.
• Conduct simulated threat exercises (e.g., phishing tests).
• Track training participation and effectiveness.
• Update training materials based on current threats.
18. Monthly service reports
• Compile data on support tickets, resolution times, and uptime.
• Report on network and security performance.
• Include insights on inventory and renewals.
• Offer recommendations for service enhancements.
19. Periodic and annual business review meetings
• Schedule and facilitate review meetings.
• Present performance data and trends.
• Discuss challenges, opportunities, and upcoming needs.
• Align it services with organizational goals.
20. IT asset lifecycle analysis
• Evaluate asset age, condition, and performance.
• Recommend replacement or upgrade timelines.
• Manage disposal of obsolete assets.
• Provide lifecycle cost analyses. 21. Annual budgeting & road mapping
• Identify it priorities and estimate costs.
• Develop a budget and strategic roadmap.
• Collaborate on resource allocation plans.
• Adjust plans based on evolving needs
22. Strategic planning and alignment
• Understand organizational goals and challenges.
• Develop it strategies to support business success.
• Recommend technologies to enhance operations.
- Monitor trends for strategic opportunities.
a. Current equipment list
1. Networking equipment
• Cisco c3850-48 (2)
• Cisco 2960x-48td (4)
• Cisco 2960x-48ts (4)
• Cisco c9200-48pxg (1)
• Cisco c9200-48t (2)
2. Firewalls:
• Fortinet 100f (2)
3. Wireless access points:
• Cisco Meraki MR56 (10)
b. Server equipment
1. Physical servers:
• HP ProLiant DL380 gen10 (2)
2. Network attached storage (NAS):
• Synology rs2416rp+ (2)
3. Backup appliances:
• Datto s3p10000 (1)
4. Server virtualization hosts:
• HP ProLiant dl380 gen10 (2)
5. Server virtualization control planes:
• VM ware VM ware virtual platform (1)
c. Desktop hardware
1. Windows desktops:
• Dell precision 3630 tower (10)
• Dell precision 3640 tower (6)
• Dell precision 3650 tower (9)
• Dell precision 3660 (13)
• VM ware VM ware virtual platform (2)
2. Mac desktops:
• Apple mac mini (5)
• Apple MacBook pro/air (35+)
d. VM servers
1. Windows servers:
• VMware VM ware virtual platform (7).
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 1, 2025