Specifications include, but are not limited to: 1. Provide both onsite and remote troubleshooting resources to support IT network hardware components, including: firewalls, printers, routers, servers, (physical and virtual), storage area network (SAN), switches, VPNs, wireless, and workstations. 2. Service Provider will interface directly with designated Administrative Point of Contact (POC), as determined by Superintendent or designee. 3. Service Provider will work with administration to enforce prioritization matrix for ticketing of IT cases and adjust as needed. 4. Service Provider will utilize a help desk ticketing system for all IT related support cases throughout the district. 5. Service Provider will work to resolve or take other action on issues reported directly to the help desk. 6. Service Provider will work with POC to review cases on a regular basis to help identify trends or patterns. 7. Service Provider will coordinate all moves, adds, changes (“MAC”) for network operations, including the following items: a. Network operating system upgrades; b. Domain user administrator, including: password changes, user account deletions, additions, suspensions. c. Network printer moves; d. Network file directory security; e. Microsoft Active Directory services; f. Email clients including Outlook Web Access; g. Dynamic Host Control Protocol (DHCP); h. File Transport Protocol (FTP)