• Help Desk & User Support: Remote and on-site troubleshooting for roughly 40 workstations/devices and printers, with a service ticket system and defined response times. Support shall include assistance with Microsoft Windows operating systems, Microsoft 365 applications (e.g., Word, Excel, Outlook), email/calendar sync issues, network connectivity, printing problems, and software installations. Vendors must define their help desk response and resolution timeframes for critical vs. routine issues. • Device Management: Setup, maintenance, and replacement of staff computers and laptops according to a City-approved replacement schedule. Coordinate procurement with City staff, provide specifications and pricing options, and assist with initial configuration, testing, and user migration as needed. • IT Asset Inventory: Maintain an up-to-date inventory of all IT assets, including computers, printers, servers, mobile devices, firewalls, and associated hardware/software. Track purchase dates, serial numbers, warranty status, and assigned user/location. Provide quarterly or on-request reports. • Network Support: Manage and monitor the City’s LAN/WAN infrastructure, including switches, routers, access points, and firewalls. Ensure up time, troubleshooting connectivity issues, and provide recommendations for optimization. Must coordinate diagnostics when issues are suspected with the City’s internet provider. • System Backups: Monitor and manage reliable, redundant backup systems (local and/or cloud-based). Ensure daily and weekly backups of essential systems including file shares, databases, and user profiles. Perform routine backup tests and maintain restore procedures for accidental deletion or ransomware recovery.
