Barber Prep Academy – Bid for Services

 

  1. Nature and Scope of Work

 

Onsite Field Technician Services (“Services”) will be provided to the school for an average of sixteen (16) hours per week across the School Year. The Services must be performed in person by an employee or sub-contractor under the direct control of the bidder. The hours can be averaged across the months so that some months may use more than the average, and some months use less. However, each month must be billed at the flat rate with the full contracted number of hours rendered by the end of the School Year.

 

  1. Services will include: day-to-day consultation, training, instruction, troubleshooting, and problem-solving to support computer users and their hardware, software, and related computer systems and peripheral devices by an onsite field technician (“Field Technician”).
  2. Field Technician will maintain and support computer peripherals: printers, projectors, phones, projectors, interactive displays, and any other onsite technology hardware specified by ACCEL Schools IT department.
  3. Field Technician will support onsite Chromebooks including: setup, provisioning, power washing, repair, setting up and maintaining them in carts, inventory, check-in/check-out, and liquidations at end of life or usefulness.
  4. Field Technician will logon to the ticket management system and retrieve all tickets   

dispatched to them at the beginning of each day and at regular intervals throughout the day, ensuring all tickets in their group have been read and acknowledged before leaving each day when onsite.

  1. One ticket will be recorded for each individual work effort and issue.  For example, each broken Chromebook will have its own ticket.  If there are 100 Chromebooks needing repair, there should be 100 open tickets.
    1. Field Technician will check in with the Head of School / Principal, Office Manager or their designee each day upon arrival and review all existing open tickets, prioritizing the order that the tickets will be worked.   The Field Technician will discuss any additional onsite tech work needed that isn’t in existing tickets.
      1. Field Technician will open tickets immediately following this meeting for any work covered in the meeting that don’t already exist.
    2. Field Technician will check out before leaving the school each day with the Head of School / Principal, Office Manager or their designee and review all outstanding tickets that have not yet been closed and discuss when they will be addressed as well as when the next planned site visit will be.
    3. Field Technician will check in regularly, no less than once per month with each teacher and classroom to ensure that all technology in each classroom is working, and all equipment is kept in an orderly manner. 
    4. Field Technician will maintain a current and up to date site inventory of all computer equipment and peripherals following ACCEL Schools IT processes for Inventory Management and Asset Management tools & system.
    5. Field Technician will provide computer training and on-going support for students and staff on as-needed basis as directed by ACCEL Schools IT Team.
    6. Field Technician will maintain awareness of School calendar and will adjust scheduled visits to include on-site support the first day of teacher’s return, board meetings, or any other scheduled support windows as directed by School or ACCEL Schools IT.
    7. Field Technician will work with instructional staff to provide technological support to ensure a smooth process for all on-line testing.
      1. Field Technicians will be expected to schedule onsite support dates on the first day of all testing windows. 
    8. The network infrastructure will be maintained and managed by another provider through current school ERATE contract.
      1. Field Technician may occasionally provide onsite assistance (i.e. remote hands) for ACCEL SCHOOLS IT team for any network equipment issues. 
      2. Field Technician will not have administrative access to network infrastructure.
    9. Field Technician will work with school leaders and ACCEL SCHOOLS IT team on properly liquidating old IT equipment according to ACCEL SCHOOLS processes in accordance with all State, Federal, and Local guidelines and requirements.      
    10. Field Technician will maintain familiarity with, and support Academy administration in the effective implementation of, the Academy’s Emergency Response Plan. 
    11. Field Technician will respond to emergencies and provide hands-on assistance whenever conditions require; inform all required parties of emergencies. 
    12. School must retain the ability to scale the service level up or down, adding or removing hours with 60 days’ written notice to the provider.  Service should be available in 8-hour weekly increments.  With an 8hr / week minimum, and a 40hr / week maximum. 
    13. School must be able to exit the agreement with the provider at any point of the agreement without reason with 30 days written notice without penalty.
    14. Field Technician will log every technical support issue reported to them whether they receive it in person, over the phone, over text, or through email into the ACCEL Schools Ticket Management System, Zendesk.
    15. Field Technician will record every and all visits to the school through the ACCEL Schools Site Visit Notification System.
      1. Field Technician will follow all visitor and check-in / check-out processes of the school for signing in and out on each and every visit.
      2. Field Technician must always wear a ACCEL Schools IT TSD Lanyard Photo Identification Badge when onsite at the school, to identify themselves to the schools as an IT provider to the school.
    16. Field Technician will always comply with all ACCEL Schools Technology and Security policies.
  • Field Technician will take pride in maintaining Barber Preparatory Academies technology equipment, keeping all spaces clean and looking professional, presentable, organized, and clutter-free.
  • Field Technician will setup new hire workstation hardware and software for all staff members.
  • Field Technician will clean and redistribute equipment from separated staff members if and when applicable.

 

  1. Location: Barber Preparatory Academy, 45 E. Buena Vista, Highland Park, Michigan.

 

  1. Selection Criteria

 

All offer submissions that meet the requirements of this RFP and are submitted by the deadline will be considered based upon the materials provided. The following criteria will be used for selecting the winning bid(s):

 

  1. Price of services for an average of 16hrs of service per week
  2. Meeting ALL requirements of the RFP
  3. Ability to flex hours and provide an average of hours across months of the year.
  4. Ability to scale service up or down in number of hours of week supported on 60 days’ notice.
  5. Ability to cancel agreement at any time with only 30 day’s notice.
  6. The proposal’s ability and likelihood of achieving the desired outcome of technical support.
  7. Past performance of bidder’s similar services
  8. The experience and expertise of the bidder’s management and staff
  9. The experience and expertise of the bidder’s techs working with fully cloud managed technologies – Microsoft Intune and Azure Active Directory (Entra ID)
  10. The experience and expertise of the bidder’s ability to maintain a presentable technology environment.
  11. The experience and expertise of the bidder’s ability to maintain an accurate inventory.
  12. Sufficient liability Insurance for personnel

 

If additional information is needed (site tours, etc.) to complete proposal submission, please email [email protected] or contact via telephone 248-346-0479 Monday-Friday before 5p.m.    

 

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