Specifications include, but are not limited to: 1. The successful Vendor will be expected to organize help desk service calls efficiently and to ensure that there is no significant computer downtime during normal working hours, generally 8:00 AM to 5:00 PM, Monday through Friday, with the Police/Fire Departments on constant 24/7 status. Professional help desk support services shall include, but are not limited to: a. Respond to telephone, in-person, and e-mail support requests from end-users and management; b. Provide on-site personnel 1-2 days a week, and/or upon request; c. Maintain user accounts in Active Directory (password resets, lockouts, group membership); d. Set up onboarding and offboarding employees with new programs, network, and email accounts in Active Directory; e. Assist users with e-mail system problems; f. Administer, maintain, and troubleshoot town print services and print devices; g. Troubleshoot, maintain, and repair existing PC workstations and related hardware; h. Set up, configure, and deploy new workstations; i. Install and configure software on PCs in compliance with established licensing agreements; j. Set-up permissions for employees on Town software; k. Provide users with technical assistance regarding the standard functionality of software applications; l. Provide annual training to staff including but not limited to cybersecurity, phishing, and any other relevant training to ensure the safety of the Town’s information technology systems; and m. Assist users in retrieving and/or restoring deleted or misplaced files; 2. Professional general services shall include, but are not limited to: a. Provide expertise in emerging technologies and direct the Town’s selection and use of comprehensive technologies; b. Be the central point of contact for all technology vendors, including Internet Service Provider (ISPs), telephone systems, and third-party software programs; c. Responsible for monitoring and managing Microsoft and third-party updates, monitoring our critical servers/firewalls 24/7, and quick remote resolutions of issues; d. Responsible for maintaining mission-critical systems, privacy, backup, and disaster recovery systems; e. IT standardization, asset, and inventory management with full system documentation; f. Maintain Town inventory schedule and suggest replacements for budgetary purposes;
