A. Staffing & Support Live Virtual Support – IT support via video, live chat, or phone 24/7. On-Site IT Technician – Dedicated personnel for daily IT needs. Assigned IT Director – Ensures contract compliance, strategic IT planning, and direct communication with leadership. System Administrator & Network Security Specialist – Monitoring, troubleshooting, and maintenance of IT infrastructure. Help Desk Support – Real-time issue tracking via an intuitive ticketing system during school hours. SIS & Data Management Specialists – Support for Student Information Systems (SIS) and state reporting. Procurement Specialist – Manages IT hardware/software procurement. Ticketing System – Fully functional system (preferred: Zendesk) for issue tracking and resolution. Certified Education Technology Leader (CETL) – The contractor must have a CETL on staff. B. IT Infrastructure & Network Security Remote Monitoring & Management (RMM) – Includes patch management, firewall security, network monitoring, and incident response. Proactive Threat Detection – Managed Endpoint Detection and Response (EDR) 24/7. Backup & Disaster Recovery Planning – Solutions to maintain data availability and system
