IT Helpdesk Support Services

The Vendor is required to provide comprehensive information technology (“IT”) services and support to approximately 2,500 users across multiple County departments.
- Provide Level 1 helpdesk support services for the County’s users, software, hardware, and cloud environments.
- Typical Support Calls
•    Password resets and locked accounts;
•    Microsoft Office product questions;
•    Email and spam filtering support;
•    Software conflicts when users move between remote and in-office locations;
•    PC performance and connectivity issues;
•    Printer and scanner problems (using PrinterLogic); and
•    Workstation access and triage (remote login with County tools).
- County Supported Applications
•    FreshService (ticketing and ITSM);
•    Microsoft Office 365;
•    PrinterLogic;
•    Active Directory; and
•    Remote Access and VPN Tools.
- It is basic support handling simple and common issues such as password resets, basic troubleshooting, answering common questions, and referring users to portal-based frequently asked questions (FAQs) and documentation as well as identifying and diagnosing network problems and configuration issues, connectivity issues, and printer problems (“L1 Support”). Issues that cannot be resolved at the L1 Support level are to be escalated to the appropriate department support group.
- Provide L1 Support from 8:00 AM to 5:00 PM ET, Monday through Friday to the County’s approximately 2,500 users across multiple County departments.
- Consultant will ensure that Staff records and maintains accurate records of all incidents, actions taken, and resolutions in the Fresh Service ITSM or successor, including caller’s identity, IT username, device/workstation identification number, telephone callback number, system name, all diagnostic steps performed in the course of troubleshooting, and resolution details including escalation details if the issue remains unresolved after Staff’s performance of L1 Support.
- To allow calls for L1 Support to be forwarded to Consultant’s Staff who will provide such services remotely.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: November 18, 2025