Specifications include, but are not limited to: The Town’s Information Technology needs can be summarized into five general areas. The successful vendor will be able to provide the Town with the following services. 1. Network Monitoring • Cybersecurity services 24/7/365. Ensure that systems and data are scanned and monitored through appropriate software and hardware devices. Provide services and methods that will help to prevent system intrusion. • Provide regular security awareness training for organization staff. To include phishing campaigns or other testing methods. • Make annual assessment of all IT systems, procedures, and assets and provide recommendations for needed improvements. • Assist with disaster recovery in the event of security breach or natural disaster. • Ensure that data backups occur as scheduled and periodically test the validity of existing backups. 2. Help Desk and On-Site Support • Provide help desk support 24 hours per day, 7 days a week, all year long. Due to the nature of public safety services, this ability is essential. • Respond within a 30-minute time frame when critical systems are down. • Provide occasional on-site response, especially for critical systems. Vendor must have staff physically located within a 45-minute drive of Town work sites. • Connect to user workstations via remote support for issue resolution. • Coordinate with outside vendors and government agencies on systems that interact with the Town network: e.g. law enforcement systems, copiers, phone system, PEG channel broadcasts, exterior signage, security systems, etc. • Online ticket resolution system to view and monitor outstanding user issues and projects. • Prefer ability to have staff on-site on a monthly or bi-monthly basis to handle small issues and establish good working relationships. 3. Workstation Deployment • Establish hardware standards for workstations and provide price quotes that are compatible with State of NC contract pricing. • Receive workstation hardware and provide complete and accurate workstation configurations based upon the needs of each user department. This is particularly important for public safety workstations since they must connect to a wide variety of secured government systems. • Work with software vendors and government agencies to complete the required installations.
