IT Support Service

The Partnership is seeking submissions (Proposals) from companies with established capabilities and a proven track record in supporting organizations’ IT services and operations.

Resource: IT Support (1.0 dedicated FTE)

Service Desk Operations

• Employee Onboarding/Role changes
• Employee Offboarding
• Performing hands on and remote device support (laptops, keyboards, mice, webcams, headsets, docking stations, printers)
• Performing audio, web, and video conference support (Microsoft Teams)
• Providing meeting room services (support technical issues)
• User Account Management (Security, Roles, Licenses)
• Supporting triaging of Microsoft Office 365 related issues to Microsoft Support

IT Operations

• Performing Microsoft 365 Management and Administration
• Performing Active Directory Domain Management and Administration
• Performing Teams Management and Administration
• Supporting license management

Resource: Administrator/Cloud Engineer (0.5 FTE)

Microsoft Modern Workplace Administrator

• Microsoft 365 administration
• Endpoint administration
• Identity and Access administration
• Security & Compliance administration
• Collaboration Communications administration

Microsoft Cloud Engineer

• Azure Security & Operations
• Azure Networking administration
• Azure Backup and DR administration
• Windows Server Hybrid Infrastructure administration

The Partnership will be transitioning to a Microsoft Enterprise Agreement for licensing and the successful Proponent is expected to be able to assist and communicate with Microsoft as needed.

IT Service Management Tool

The Partnership is currently planning to implement ManageEngine’s ServiceDesk Plus as its IT Service Management (ITSM) Tool. The successful Proponent will be provided with the licenses needed and is expected to be knowledgeable and trained to be able to use this ITSM tool alongside the Partnership’s IT team.