At a minimum, IT managed services will include the following work to manage, monitor and secure the City’s IT systems. 1. Efficiently manage help desk tickets, including timely resolution of issues and provide in-person support when remote assistance is insufficient or when requested by the City. 2. Monitoring of servers and critical network components. 3. 24x7 response to critical servers and infrastructure failures. 4. Monitoring of firewall, denoted devices and applications. 5. Remote management software on all workstations and servers. 6. Server and network administration. 7. Manage Microsoft service packs and security patches on servers. 8. Regular inspection of network and file server. 9. Regular / periodic cleaning and testing of backups by restore of test files. 10. Firewall administration. 11. Labor and support for migration of network operating systems / files. 12. Spyware / malware monitoring, removal and cleaning. 13. Regular data security and compliance assessments and testing, including antivirus software, password protection, mail filtering, phishing, vulnerability scanning, data destruction and patch management. 14. Less than 4-hour response time for server down emergencies. 15. Research on hardware / software solutions. 16. Perform network backup and disaster recovery. 17. Monitor system performance and provide regular reports including efficiency, quality and security.
