The following Scope of Services outlines the specific tasks and responsibilities to be provided by the agency. These services are designed to support, maintain, and enhance the organization’s IT infrastructure, ensuring operational efficiency, security, and alignment with business needs. The provider will be responsible for supporting a three-story building in Stockton, California, which has an IT server room on each floor with dedicated equipment that is connected via fiber. Important Note: Our organization is currently using Dell desktops as our primary office workstations, but we are in the process of transitioning to Mac Minis to support our office environment, gradually phasing out the Dells. As a result, the selected provider must be 100% capable of fully supporting both Windows and Mac environments. This includes troubleshooting, maintenance, and user support across both operating systems to ensure a smooth transition and ongoing operations. Additionally, all staff members take home MacBook Air or Pro laptops for remote work, each equipped with Office 365 and anti-virus/ransomware software (no PCs are used remotely). The provider will need to deliver seamless support for these remote Mac devices, including software updates, security management, and user assistance. 3.1. Managed IT Services 1. Helpdesk Support (M–F / 7–5) Description: The provider shall offer helpdesk support during regular business hours (Monday through Friday, 7:00 AM to 5:00 PM) to assist end users with IT-related issues and inquiries. This service ensures prompt resolution of technical problems and enhances user productivity. Key Responsibilities - Respond to user requests via phone, email, or ticketing system. - Troubleshoot hardware, software, and peripheral issues...
