The County is seeking a contractor with experience to manage and support our IT Infrastructure and users. 1.3.1 Infrastructure Manage and provide technical support services for the County’s key infrastructure: A. Enterprise network equipment, including configuration, patch management, monitoring, firewall services, and server monitoring and management. a. Patch management includes but is not limited to ensuring that patches are installed at a specific interval (for example monthly), at the best day and time of the week for the County. When the provider is aware that patches fail to install properly, they will engage in manual remediation where needed. b. Firewall services include but are not limited to troubleshooting and remediation of firewall related services, managing content filtering at the firewall level (whitelisting and blacklisting sites or categories of sites for individuals or groups of users as needed), updating firmware at least quarterly (sooner where critical security updates are released, monitoring for uptime, renewing subscriptions, and consulting on periodic refreshing of the firewall hardware. Mathews County uses Fortinet firewall. c. Server monitoring and management includes but is not limited to implementing toolsets for proper alerting on common issues (drive failures, low disc space alerts, resource [CPU, RAM, etc.] overutilization, etc.) and responding to alerts to pre-emptively solve issues before they lead to an outage. Mathews County uses Unitrends for backup. B. Below is a summary of Infrastructure; Managed Servers = 11 Managed workstations=75 Managed Appliance = 2 Managed Users = 100 SentinelOne Control = 84 Managed Firewall = 4 Managed Switch = 20 Managed Access Point = 11 Managed network Endpoints (e.g. Printers) = 10 C. Identify appropriate replacement schedule for existing hardware D. Help troubleshoot network connections and other IP devices, such as Xerox machines, smart TV’s, A/V systems, security and access control and live meeting broadcast equipment. E. Help troubleshoot user access issues and account resets F. Set up devices (computers, laptops, tough books, cell phones) and assists with onboarding of new employees or new devices.
