Specifications include, but are not limited to: 1. Initial Assessment - Review already compiled inventory of all information technology-related assets, assess system assets, and make recommendations for improving the city-wide IT system performance. City IT access to the asset/inventory management system (Remote Monitoring and Management tool) must be provided by the vendor to allow the city to quickly capture a view of the primary computer systems on the network along with their configuration, patches, and antivirus status. 2. Help Desk Support - Assist with managing, monitoring, and tracking all support-related issues in coordination with the city IT department and provide monthly reports to the City of Springfield noting significant support patterns or issues. Historical support data should be available by user or issue type. Remote and/or On-site support must be available 24 hours per day if needed, and on-site support must be provided during business hours as requested. The city also hosts an internal help desk which the vendor must be willing to be part of in the event of the absence of IT personnel. 3. Desktop Support - Perform basic support functions including installing PCs, laptops, printers, and software. This includes but is not limited to diagnosing issues, correcting desktop application problems, configuring laptops, tablets, smartphones, and desktops (or equivalent) for standard applications and identifying, correcting hardware problems, performing advanced troubleshooting, and providing assistance with software and hardware purchases when requested by designated city personnel...
