Information Technology Managed Help Desk Services

The Vendor is required to provide for IT Professional Core Services (Help Desk, Desktop Administration, and System Operations), and Ad-Hoc Services (On-Demand Project Work.
- A solution that helps manage communications operations and enables businesses to manage communications with customers effectively. 
- Usually a cloud-based software solution, it performs all vital functions, including inbound and outbound calling, chat, email, IVR, call routing, call monitoring, agent performance statistics, and key metrics reporting.
- The printing environment consists of a mixture of Kyocera multi-function printers, network printers, and personal printers. Print servers are utilized to provide a central point of management and connectivity.
- Technology Services operates several software application systems, including software-as-a-service (SaaS) arrangements such as Office 365, Adobe Cloud, and Oracle Fusion, internally developed applications, and commercial off-the-shelf (COTS) products.
- These application systems provide financial, human resources, asset management, airfield operations, procurement, parking, public safety, Geographic Information System (GIS), and revenue management functions, to name a few.
- Have a high percentage of incidents closed on the initial call.
- provide onsite 24x7x365 staffing for the technology call center, desk side services, and endpoint administration and inventory.
- Today’s Help Desk handles an average of 30+ requests per day, which are logged in ServiceNow.
- Through the life of this contract, we may request ad-hoc services for on-demand project work to enhance and extend the use of information technology in support of the business. 
- These optional on-demand projects represent a second category of capability required of the Responder and are discussed later in this document. 
- On-demand projects will be approved individually based on a unique project scope and fixed price.
- Provide staff that are certified in Microsoft servers, Windows desktops, and Windows-based applications at more than the basic level.
- Active Directory Users and Computers/Microsoft Entra
•    Joining Computers to Active directory.
•    Ensure that all computers are incorporated into the designated Organizational Unit (OU) structure as per the approved guidelines.
•    Modify or Delete Computers.
•    Ensure Local Administrator Password Solution infrastructure is working and available.
•    User Password Changes and Account Lockout.
•    Modify user membership of Distribution Groups, Security Groups or 365 Groups.
- Microsoft System Center Configuration Manager / Microsoft Intune.
•    Desktop imaging.
•    Notifying Systems Operation Team of needed drivers or issues related to imaging.
•    Troubleshoot automatic software deployment with Systems Operations Team
- Microsoft Office 365 Services.
•    Identity Management troubleshooting (MFA reset and troubleshooting)
•    SharePoint Troubleshooting
•    Exchange troubleshooting
•    Teams Troubleshooting.
- Microsoft System Center Configuration Manager/Microsoft Intune
•    Monthly patch deployment on servers and workstations.
•    Application packaging and deployments.
•    Application usage review to identify license reduction opportunities.
•    Review system health reporting to identify proactive issue resolution.
•    Device Management.
•    App Management.
•    Endpoint Security and Data Protection.
- Microsoft Office 365 Services.
•    App Management.
•    Exchange Online Management.
•    User Management.
•    Identity Management.
•    Teams Management.
•    Monitor Service Health.
•    Manage Support Requests.

- Contract Period/Term: 5 years
- Pre-Response (Virtual) Conference Date: January 15, 2026
- Questions/Inquires Deadline: January 27, 2026