CanadaBuys #AB-2026-05118

St Albert Public Library RFP for Managed IT Services: Tier 1 & Tier 2 Support

St Albert Public Library is seeking a Managed Service Provider (MSP) to deliver comprehensive Tier 1 and Tier 2 IT help desk support. - Government Buyer: - St Albert Public Library, Alberta, Canada - Scope of Services: - Support for approximately 70 users and 100 endpoints across two library branches - Environment is primarily Microsoft Windows - Tier 1 (front-line) support includes: - Password resets - Microsoft application troubleshooting - Printer and hardware triage - Onboarding/offboarding of users - Ticket management - Tier 2 (technical) support includes: - Workstation imaging - Windows OS troubleshooting - Active Directory management - VPN support - Escalation handling - Vendor coordination for hardware warranty and repair - Optional services: - Network infrastructure management - Server administration - Security operations - Contract Details: - 12-month duration - Extended-hours coverage: 8:00 AM to 8:00 PM, Monday through Friday - Pricing models requested: per-user/per-month, block/prepaid hours, time and materials, one-time onboarding fees - OEMs and Vendors: - No specific OEMs or vendors named in the notice - Notable Requirements: - Flexible pricing models - Optional expansion to network, server, and security management

Description

St. Albert Public Library is seeking proposals from qualified IT Managed Service Providers to deliver Tier 1 and Tier 2 help desk support for approximately 70 users across two library locations. The support includes front-line and technical assistance for a primarily Microsoft Windows environment, covering tasks such as password resets, application issues, hardware triage, workstation imaging, and Active Directory management. The contract duration is 12 months, with extended hours coverage from 8:00 AM to 8:00 PM Mountain Time, Monday through Friday. Vendors should provide various pricing models and proposals are due by August 17, 2026.

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