IT Services for UNIC Washington DC

Description

United Nations Information Center (UNIC) Washington is looking for a qualified IT service provider to provide IT services for the UNIC Washington office. Qualified vendors are requested to express their interest. Details of requirements are provided below: 2.1 Desktop and Laptop Support The provider will ensure all end user devices operate smoothly, securely, and efficiently through: • Weekly updates for all desktops, laptops, and the MacBook • Daily monitoring and updates of managed antivirus software • Preventive maintenance for all end user systems • Installation, configuration, and lifecycle management of devices • Support for Microsoft Office 365 and other required applications • Bug fixes and troubleshooting • Support for home office setups (network access, email, backups, permissions, etc.) • Remote access support for resolving user issues • Monitoring and prevention of desktop level network intrusions 2.2 Server Administration The provider will manage and secure the shared server environment, including: • Daily server updates • Management of update schedules, including restarts • Daily WSUS approvals for updates to be deployed to client systems • NTFS and shared folder permissions management • Monitoring folder size trends and user quota management • User account creation, deletion, and security group administration • Management of remote access permissions and connectivity 2.3 Network and Infrastructure Management The service provider will maintain stable, secure connectivity across all office systems through: • Full monitoring of network load and proactive mitigation of congestion • Router and firewall monitoring, DDOS prevention, and intrusion detection • Management, deployment, and maintenance of wired and wireless devices • Network segregation and bandwidth management • Basic rewiring and port management to ensure only required ports are active • Maintenance of office wide Wi Fi and coordination with the internet service provider • Support for shared Meraki WAPs and the shared router infrastructure 2.4 Backup, Security, and Compliance The provider will ensure systems remain compliant with UN security guidelines through: • Regular server administration and verification • Management of antivirus and endpoint protection solutions • Monitoring and responding to security alerts, threats, and vulnerabilities 2.5 Printer Support The provider will supply first line support for networked printers, including: • Network configuration of printers • Troubleshooting connectivity and printing issues • Support for two network printers and one networked copy/print device 2.6 Support for Conference Room Technology IT support is required for Microsoft Surface Hub 2 devices and associated conference room systems, including: • Setup, configuration, and updates of Surface Hub 2 units • Support for hybrid meetings (in person and virtual) • Audio/video setup, calibration, and performance optimization • Testing of Teams meeting quality • Troubleshooting connectivity, login issues, and hardware faults • Cable management for power and network lines • Support for two Microsoft Teams Rooms 2.7 Direct End User Support and Help Desk The provider will offer responsive support tailored to operational needs: • 24/7/365 emergency support availability • 30 minute initial response time for critical issues • 60–120 minute response time for non critical issues • Same day or next day on site support when required • Assistance with Microsoft Office 365, system errors, software issues, email, file access, and backups 3. Deliverables The IT service provider will deliver: • Stable, updated, and secure systems across all devices • Monthly reports on updates, incidents, and system health • Documentation of inventory, network topology, and configuration • Logs of user support requests and resolution times