The government authority in Little Rock, Arkansas seeks a qualified vendor to provide comprehensive information technology managed services for a three-year contract. Core support will include IT help desk and end-user support, delivering 24x7x365 Tier 1 and Tier 2 remote assistance via phone, email, and web portal. The selected provider will also conduct scheduled quarterly preventive maintenance visits and maintain an after-hours escalation path for in-person emergency support.

The scope of services comprises new user provisioning, hardware deployment, and management of Microsoft Active Directory/Azure AD accounts, Microsoft 365 licenses, and email creation within one business day of approved requests. The contractor will configure and deliver fully imaged, security-hardened workstations for new employees and ensure management access to an accurate hardware asset inventory. Additional responsibilities include hardware lifecycle management, annual hardware refresh planning, and warranty administration.

Vendors must provide continuous cybersecurity and endpoint protection, including 24x7x365 security event monitoring as well as real-time antivirus, anti-malware, and anti-ransomware protection. The awarded provider will manage Microsoft 365 licensing and Intune for mobile device management, maintain license compliance, advise on M365 optimization, and assist with enforcement of device compliance policies. Ongoing strategic IT planning and advisory services are also expected.