Request for Proposal (RFP): Technology Support Services: Ethiopia

Request for Proposal (RFP)

Background:

FHI 360 Ethiopia is seeking proposals from qualified IT individual consultants or IT service firms to provide IT support services for its office in Addis Ababa.

The office has approximately 60 staff and relies heavily on technology to support program, financial, administrative, and operational activities. To ensure staff receive timely support and that office technology remains operational, FHI 360 is looking for a locally based IT individual consultant or IT services firm that can provide regular on-site support as well as additional remote assistance when required.

Purpose:

The selected consultant or firm will assign a dedicated IT support resource to the Ethiopia office for at least two (2) full working days each week. The firm should also be able to provide backup support and technical escalation when needed.

Scope of Work:

The selected consultant or firm will provide IT support services to FHI 360 Ethiopia and assign a dedicated technical resource to support office staff.

The consultant or firm will be responsible for:

• Providing day-to-day IT support to users and resolving hardware, software, email, network, and access-related issues.
• Installing, configuring, maintaining, and troubleshooting laptops, desktop computers, mobile devices, printers, scanners, and other office equipment.
• Supporting Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assisting with user account management, password resets, multi-factor authentication, and access requests.
• Installing software, setting up new devices, and supporting device management and security requirements.
• Troubleshooting internet connectivity, wireless networks, VPN access, switches, firewalls, and related office IT infrastructure.
• Working with internet providers, equipment vendors, and other service providers to resolve issues affecting office operations.
• Supporting staff onboarding and offboarding activities.
• Assisting with office meetings, training events, workshops, and technology deployments when needed.
• Maintaining IT asset records and basic technical documentation.
• Providing monthly reports summarizing support activities, unresolved issues, and recommendations.
• Escalating issues that require support from FHI 360's regional technology team.

Period of Performance:

The estimated period of performance is Mid-October 2026 – Mid-April 2027 (six months).

FHI 360 may extend the engagement based on performance, operational needs, and available funding.

Location and Travel Requirements:

Work will be performed primarily at the FHI 360 Ethiopia Country Office in Addis Ababa.

The assigned resource is expected to be on-site for a minimum of two (2) full working days each week. Remote support may be provided as needed.

Occasional travel within Ethiopia may be required to support project offices, workshops, training activities, equipment deployments, or other business needs.

Any travel costs should be clearly identified in the financial proposal.