The selected IT service provider will be responsible for providing a comprehensive range of IT support services as well as supporting the City’s IT manager in, which may include, but are not limited to, the following: Help Desk and End-User Support: * Tier 1, 2, and 3 technical support for all City employees. * Remote and on-site support for hardware and software issues. * User account management (creation, modification, deletion). * Printer and peripheral device support. * Application support for commonly used software (e.g., Microsoft Office Suite). * General IT troubleshooting and problem resolution. Network Management and Security: * Monitoring and maintenance of network infrastructure (routers, switches, firewalls, Wi-Fi access points). * Network performance optimization. * Firewall management and security policy enforcement. * Intrusion detection and prevention. * VPN access configuration and support. * Regular security audits and vulnerability assessments. * Implementation and management of cybersecurity best practices. * Disaster recovery planning and testing. * Data backup and restoration services. Server Management: * Monitoring and maintenance of physical and virtual servers. * Operating system updates and patching. * Server performance tuning and optimization. * Storage management. * Active Directory management. * Virtualization management (if applicable). Desktop and Laptop Management: * Procurement assistance and recommendations for new hardware. * Hardware installation, configuration, and deployment. * Operating system imaging and deployment. * Software installation, configuration, and patching. * Asset tracking and inventory management. Proactive Maintenance and Monitoring: * 24/7/365 remote monitoring of critical IT infrastructure. * Regular preventative maintenance tasks (e.g., disk cleanups, defragmentation). * Patch management for operating systems and applications. * Antivirus and anti-malware management. * Performance reporting and analysis. Strategic IT Consulting and Planning: * Assistance with long-term planning. * Technology recommendations and future-proofing strategies. * Vendor management for specialized IT services or hardware. * Compliance assistance (e.g., PCI DSS, PIA (Public Information Act), CJIS - Police Department). * IT policy development and enforcement. On-Call and Emergency Support: * Clearly defined response times for critical and non-critical issues. * Availability for after-hours and weekend emergency support.
