Alberta Purchasing #AB-2026-05118

St Albert Public Library Seeks Managed IT Services for 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 support for its operations. - Government Buyer: - St Albert Public Library (City of St. Albert) - Scope of Services: - Tier 1 and Tier 2 help desk support for approximately 70 users across two library locations - Support covers about 100 endpoints, including Windows computers, printers, digital signage, and an automated sorter - Environment includes: - Microsoft Windows 10/11 - Google Workspace - Microsoft Office and 365 - On-premises Microsoft Active Directory - Hyper-V servers - Meraki switches - pfSense firewalls with WireGuard VPN - Alberta SuperNet (Bell) and Telus Business Internet - Required services: - Front-line support (password resets, account unlocks, Microsoft application troubleshooting, printer/peripheral support, hardware triage, onboarding/offboarding, ticket intake/routing) - Technical support (workstation imaging/deployment, Windows OS troubleshooting, Active Directory management, VPN/remote access troubleshooting, escalation handling, hardware warranty/repair coordination) - Optional services: - Network infrastructure management - Server administration - Security operations/SOC - Notable Requirements: - Vendors must provide pricing models (per-user per-month, block/prepaid hours, time and materials, onboarding fees) - Extended service hours: 8:00 AM to 8:00 PM, Monday to Friday, with escalation/on-call support outside these hours - No specific OEMs or vendors are named in the request

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 scope includes front-line support such as password resets and printer troubleshooting, as well as technical support including workstation imaging, Windows OS troubleshooting, and Active Directory management. The environment primarily uses Microsoft Windows and includes about 100 endpoints. Vendors are asked to provide various pricing models and proposals are due by August 17, 2026.

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