This section summarizes the services to be provided to Coryell County in this RFP. The County is looking for a maintenance and support program to be designed under two major categories. These categories are preventative maintenance and as needed maintenance, to accommodate departmental computer system activities and user equipment performance. The County expects the proposals to define, in detail, the approach to be used in the above categories. Distinction of time and material costs for these efforts are important for current and future budget considerations. Initial Assessment Review of the inventory, update network map/diagram, assessment of the system architecture and equipment for efficiency, life expectancy, capacity, speed, and current processes, and make recommendations for improving routine support criteria and eliminating emergency maintenance situations. Desktop Application Support Assisting end users with Microsoft Office applications, web applications, printing, scanning and supporting all hardware issues. Performance of basic support functions, including the installation and configuration of PC’s, laptops, mobile devices, printers, peripherals, and office software; diagnosis and correction of desktop application problems; identification and correction of user hardware problems, with advanced troubleshooting as needed; maintenance of an updated inventory of all related computer related hardware, to make available to County personnel upon request; and implementation of Help Desk procedures. Server and Workstation Administrative Services Management of network and computer systems, including complex applications, databases, messaging, servers and associated hardware, software, communications, and operating systems, necessary for performance, security, reliability, and recoverability of the systems. Scheduling of preventive maintenance for equipment in the areas of coverage is properly and promptly performed; maintenance of records for all Help Desk tickets for on-site visits, remote support and telephone support is available; development of operations and quality assurance for backup plans and procedures are being followed.
