Specifications include, but are not limited to: ● Server Monitoring 24/7 remote monitoring of connectivity, key Windows services, and key event logs; Monitor key functions and establish performance thresholds, including disk space, CPU utilization and memory utilization; Respond to all alerts and outages to provide for expedited resolution of these server issues; Maintain the directory structure and perform optimization on network storage devices and drives; Windows updates and patch management; and Asset inventory ● Server Management and Maintenance Perform preventative maintenance; Deployment of approved Microsoft patches; Upgrades to the Server OS and Server Applications; Notifications of service issues discovered through monitoring and the resolution; Maintenance of antivirus software and virus signature profile; Password resets for the supported servers, server applications, and services; Remote server management is completed during preapproved maintenance windows; Proactive server management, antivirus protection, and computer optimization; and Managed server backup local backup device. ● Network Devices Monitor firewalls, routers, switches, wireless, spam/content filtering servers, and services other network devices; Manage and remediate any issues or problems related to covered network devices, including internally managed network switches, firewalls, and routers; Maintain firewall, filtering, and security services; Maintain the configuration and updates of the firewall and filters to secure the network according to the manufacturer's specifications; and Filtering of suspected spam and viruses such as cryptoware and ransomware. ● File Directory and Print Services Monitor data storage thresholds and establish user directories for file management; and Establish network printers on the network and provide user access to these printers. ● Remote Support Center (Help Desk) 45 Users Provide a service ticket system is to track and document each service level incident; Included during standard hours, Mon Fri 8:00 a.m. to 5:00 p.m. Central Time, excluding HCHA holidays; and Remote support by phone and secure remote management sessions will be provided for all support needs related to the operating system, internet connectivity, email access, and the correct installation and functioning of software applications. Website (hosted offsite) Maintain website active domain monitoring ● Onsite Support We prefer a dedicated system engineer for the account to liaison with staff in problemsolving, and to engage in planning for future needs; HCHA regular hours: 8:00 AM – 5:00 PM; HCHA after-hours 5:00 PM - 8:00 AM for emergency issues: network down, or other issues that prevent our overall operations.; and Dispatch a Systems Engineer for incidents not able to be resolved remotely.
