Provision of IT Services for UNIC Washington DC

Item Description:

The 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

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