Help Desk and IT Services

Zone 7 Water Agency is seeking proposals from qualified and reliable consultants to provide Help Desk and End User IT Support Services for Agency staff and approved systems.

The selected consultant shall provide the following end-user support services, including remote and, when required, onsite support.

Proposals must be submitted through the E-Procurement Portal at https://procurement.opengov.com/portal/zone7water, no later than 2:00 pm on Friday, July 31, 2026.

Project Details

• Reference ID: RFP-2025-170
• Department: Office of General Manager
• Department Head: Valerie Pryor (General Manager)

Important Dates

• Questions Due: 2026-07-10T21:00:00.000Z
• Answers Posted By: 2026-07-18T00:00:00.000Z

Evaluation Criteria

• Technical Qualifications and Experience (25 pts) —

  Points will be awarded based on the proposer’s demonstrated experience supporting enterprise IT environments, including:

  • Microsoft 365
  • Active Directory and Windows Server
  • VMware vCenter
  • Veeam Backup & Replication
  • Cisco Systems infrastructure
  • help desk operations
  • RMM monitoring platforms
• Scope of Services Response / Technical Approach (25 pts) —

  Points will be awarded based on completeness and quality of the technical response for all scope items.

  Evaluation will include:

  • help desk methodology
  • network support approach
  • server support approach
  • backup and DR support
  • onsite response capabilities
  • escalation procedures
• Staffing, Certifications, and Support Model (15 pts) —

  Points will be awarded based on:

  • qualifications of assigned staff
  • certifications
  • staffing depth
  • escalation resources
  • subcontractor oversight
• Relevant Public Sector / Utility Experience (10 pts) —

  Points will be awarded for demonstrated experience supporting:

  • public agencies
  • water agencies
  • government entities
  • critical infrastructure organizations
• Service Levels, Monitoring, and Reporting (10 pts) —

  Points will be awarded based on:

  • response times
  • resolution SLAs
  • RMM capabilities
  • reporting quality
  • ticketing and escalation workflows
• Cost Proposal (15 pts) —

  Points will be awarded based on:

  • cost competitiveness
  • transparency of pricing
  • hourly rates
  • optional services pricing
  • overall value

  Lowest cost will not automatically receive maximum points.

Submission Requirements

• Please upload your technical Proposal (required)
• Pricing Proposal - Provide a detailed pricing proposal (required) —

  Each proposal must include a cost proposal that outlines the following:

  • hourly rates by resource type
  • fixed monthly managed services rates, if applicable
  • after-hours support rates
  • emergency response rates
  • onsite support rates
  • optional services pricing
  • onboarding costs (Optional)

  The cost proposal must be expressed on an hourly and annual basis. Total annual costs for years 1-3 must be provided, with estimated cost for optional years 4-5.

• Consultant agrees to comply with all applicable federal and state laws, regulations and policies, as amended, including those regarding discrimination, unfair labor practices, collusion and conflicts of interest. (required)
• Exception and Deviation Form (required) —

  Please download the below documents, complete, and upload.

• Acknowledgment of Insurance Requirements (required) —

  Please download the below documents, complete, and upload.

• Zone 7 Water Agency desires to hire a qualified and reliable consultant to (required) —

  Ex: design and build .......

• What month and year will a Contract start? (required) —

  Example: March 2025

• What is the end date of the agreement? (required)
• Provide date: (required) —

  Example: January 1, 2025

• Any award requiring Zone 7 Board approval  is expected to be made at the _________ Board meeting. (required) —

  Example: March

• Zone 7 intends to enter into an initial __________ contract with the Consultant (required) —

  Example: three (3) year

• Zone 7 intends to enter into an initial (term) contract with the Consultant from ______________________. (required) —

  Example: January 2025 to December 2027

• Will extensions be allowed? (required)
• The contract may be extended for up to _______________, at the sole discretion of Zone 7. (required) —

  Example: two (2) additional years

• All services are to be billed __________________. (required) —

  Example: on a time-and-materials basis

• Will you be using an electronic pricing table? (required)