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Open General Solicitations

IT HELP DESK AND FIELD TECHNICAL SERVICES

  • Department:Finance
  • Category:Bid Notices
  • RFP Number:IT-2001
  • Start Date:03/13/2020 10:00 AM
  • Close Date:04/13/2020 3:00 PM

Due Date:  April 13, 2020 by 3:00 PM, Pacific Standard Time

Please deliver sealed proposals to:

Information Technology Department c/o Jackie Trumbull
City of Santa Cruz – Information Technology
809 Center Street, Room 8
Santa Cruz, CA 95060

Deadline for receipt of written questions: 
March 23, 2020 by 5:00 PM, Pacific Standard Time. All questions must be submitted in writing by emailing Kimberly Ramirez at KRamirez@cityofsantacruz.com.  All questions received before deadline will be answered in form of written Addenda posted on this page. 

Summary:

The Information Technology Department (IT) of the City of Santa Cruz (City) is soliciting proposals for Help Desk and Field Technical Services.  The Client Services and Systems Administration division is responsible for providing front line support and maintenance for the City’s personal computing devices, applications and infrastructure.  Staff is responsible for imaging, patching and supporting personal computers, laptops, tablets, smartphones and printers.  Division personal are responsible for providing extraordinary customer service on the City’s Help Desk while resolving issues relating to personal productivity applications, some departmental applications and infrastructure components. 

The intent in soliciting proposals is to obtain cost savings and to allow for a competitive process while maintaining an acceptable level of quality, expertise and staff availability for these critical IT service functions within the City. 

Vendor full-time equivalents (FTEs) shall be on-site. (Vendor staff shall work the City’s central help desk and also be deployed for field technical services functions as listed above.  The work can run the gamut of first line, simple issues via phone resolution through critical business response to emergency or other events.  Vendor staff complements and partners with existing City staff.

For More Information: 
If you have any questions concerning this solicitation, please contact: Kimberly Ramirez, IT Project Manager, at (831) 420-5088, email kramirez@cityofsantacruz.com . 
Please download the RFQ Document by following this link. Please download Addendum No.1.

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