Job Details

Job Description:

Scope of Work

The project scope of work consists of comprehensive services designed to strengthen the cost-effectiveness, quality, and productivity of the City of La Palma's IT services using current technological expertise, including maintenance of the City's computer network, planning for short-term and long-term IT goals, and the provision of excellent customer service. The following is a list of some of the services required but should not be seen as all-inclusive.

1) Provide strategic planning and oversight of the City's IT program.

a) Identify trends in use of IT for municipal service delivery. Identify solutions to support City strategic

goals and objectives.

i) Identify critical integration issues based on current projects and future initiatives.

ii) Recommend policies, procedures, and standards for implementation and use of IT.

iii) Provide input and review of Requests for Proposals (RFP) related to IT services.

Assist with vendor negotiations on IT projects.

iv) Provide recommendations for additional services to provide enhanced IT services when needed.

v) Assist City with yearly budget recommendations, identifying hardware and software needs, and

recommending equipment and software upgrades.
2) Provide experienced project managers to provide management of projects on an as-needed basis

from vendor selection to implementation.
3) Provide desktop/laptop, phone, and network support to City staff, consultants, and contractors.

a) Desktop/Laptop Support:

• Document and track all help desk tickets whether received from ticket tracking system, phone input,
• email, or in-person.
• Ensure that a list of software and hardware inventory, license, and warranty expirations is kept
• current.
• Provide ongoing hardware maintenance of the LAN(s) consisting of all computers, servers, printers,
• and other peripherals.

Provide system upgrades including but not limited to:

• Operating system upgrades
• Application upgrades
• Hardware upgrades
• Virus protection
• Spam filtering
• Coordinate resolution of software issues with software vendor.
• Provide support for the City's document imaging and scanning systems, GIS applications, and other
• applications as identified by the City.
• Ensure efficient daily operation of PCs, printers, and network.

(b) Phone Support

• Provide Mobile Device Management of all City-issued mobile devices
• Provide support the Mitel VOIP Telephone System

(c) Network Administration

• Provide regular review and evaluation of the City's network to ensure optimum operations and Security.

Network access including but not limited to:

• New user account creation.
• Disabling or deleting obsolete user accounts.
• Assigning security permissions.
• Issuing VPN access.
• Vendor account creation.
• Network printing
• Email administration
• Documentation
• Server maintenance
• Firewall administration support
• Internet support

Network outages

System Backup:

• The IT network, including all files on the servers, are backed up on a daily basis.
• Consultant shall ensure that backup processes are scheduled and performed successfully, and that backup media are accessible, and files can be successfully restored.
• Perform an external penetration test for the network annually.
• Provide quotes for procurement of IT related equipment.
• Provide installation and repair of all IT related equipment.
• Provide reports within specified timeframes.
• Provide quality information services and technological deliverables, including project planning and execution.
• Develop mechanisms for improving the City of La Palma's utilization of its current technological resources.
• Improve the overall cost-effectiveness of City-wide operating expenses and capital outlays associated with technological services.
• The Contractor shall support special one-off projects. (i.e. IT Room Improvements, Office 365 Migration)