IT and Cybersecurity Services

The selected firm shall provide comprehensive IT and Cybersecurity Services, encompassing ongoing support, strategic enhancements, and specific project implementations. The scope of services includes, but is not limited to, the following: 3.1. General IT Support & Management The Proposer shall provide all necessary labor, tools, and expertise to deliver ongoing IT support and management services for approximately 25 users across three separate facilities. ? System Administration: ? Management and maintenance of all City workstations (Windows 11 Pro or newer). ? Performance monitoring (CPU, disk space, disk queue length, memory, connectivity). ? Operating System (OS) patch management. ? Key application maintenance and 3rd party patch management for standard applications (e.g., Adobe Acrobat/Reader). ? Active Directory and Exchange maintenance. ? License and asset management. ? Synchronization of time with the Domain Controller. ? Network Management: ? Firewall management and maintenance. ? Router and switch monitoring. ? Ensuring security is enabled on private SSIDs (preferably WPA2 or better). ? Web filtering management (via router/WiFi device or OpenDNS or betetr). ? Security Management: ? Anti-Virus monitoring and management. ? Anti-Spam monitoring and management. ? UPS power monitoring for critical systems. ? Backup & Disaster Recovery: ? Managed backup deployment, configuration, and performance monitoring. ? Backup software updates and scheduled backup jobs. ? Help Desk & Onsite Support: ? Unlimited remote and onsite support during standard business hours (Monday-Friday, 8:00 AM - 5:00 PM CDT). ? User-friendly mechanism for support requests (e.g., phone/email/MS Teams). ? Emergency support services with clearly defined response times and rates. ? Third-Party Vendor Coordination: Act as the primary IT contact for issues and coordination with third-party vendors for the City's cloud phone system (currently Zoom) and security and camera systems (currently with A to Z Lock and Safe). This includes troubleshooting, liaison, and ensuring seamless operation of these critical systems