Comprehensive Integrated IT Support Services

A government authority in Aberdeen, South Dakota is seeking a vendor to provide comprehensive, integrated IT support services across two primary operational domains. The scope includes maintaining and supporting Enterprise Cisco Unified Communications and Collaboration Systems for voice, video, telehealth, conferencing, and communication. Engineering services will also be required to facilitate migration of Billings into the Calling Cluster.

Additional responsibilities include supporting RPMS/EHR systems that serve clinical operations across nineteen facilities, including four hospitals operating around the clock. The vendor will need to monitor system performance, call quality, and resource utilization, as well as execute scheduled backups of Cisco Unified Communications applications, Expressway–C/E clusters, and related collaboration components. Backup integrity validation must adhere to IHS configuration and continuity requirements.

The selected vendor must conduct Quality of Service (QoS) audits, apply configuration adjustments to optimize reliability, and manage configurations and lifecycles across UCM clusters, Unity, and Expressway. These tasks involve system upgrades, maintaining configuration baselines, supporting new site and user onboarding, and documenting configurations and workflows per IHS change management. Finally, monthly reporting of incidents, system performance, and optimization activities is required, along with updated documentation post significant changes or upgrades. Regular participation in technical reviews and meetings with IHS leadership is also expected.