IT End-user Support, Asset Management and IT Equipment Warehousing Services

The Vendor is required to provide end-user support services, asset management, and equipment warehousing across County.
- County employees, elected officials, judicial staff, public safety personnel, health professionals, and administrative teams rely on secure, reliable, and responsive technology to deliver essential public services.
- The County’s ability to serve residents, maintain critical operations, protect public safety and public health, and ensure continuity of government is directly dependent on the effectiveness of end-user computing and support services.
- The services will support approximately 6,500 Full-Time Employees (FTEs), accounting for more than 10,000 devices and peripherals countywide, approximately 5,000 tickets per month, and an estimated 3,800 calls per month.
- Provide a strategic managed services partner capable of delivering a comprehensive, modern End-User Support program.
- This includes Service Desk operations, desktop and field support, automation-enabled self-service, device lifecycle services, governance, asset management, IT warehousing, and continuous service improvement.
- Provide fully managed End-User Support, Asset Management, and IT equipment warehousing services that:
• Improves productivity and user satisfaction across all County departments
• Strengthens reliability for County operations and mission-critical workloads (i.e. Sheriff, District Attorney, Courts, Elections, Human Health Services, Tax, etc.)
• Reduces repeat incidents and operational waste
• Enables automation, analytics, and self-service
• Provides predictable costs with enforceable service levels
• Transforms end-user support into a data-driven, continuously improving service
- Strategic Goals
• Improve productivity across all County departments
• Strengthen IT support reliability countywide
• Reduce downtime, repeat problems, and waste
• Shift IT staff toward modernization, automation, Artificial Intelligence (AI) enablement and digital Services
• Establish predictable cost structure with transparent outcomes and KPIs
• Transform County’s End-User Support function into a data-driven decision engine
- Provide a fully managed End-User Support service covering Levels 0 through 2 supports, with escalation coordination for Levels 3 and 4.
- Surge and Event Coverage:
• Election cycles
• Disaster response and emergency operations
• Court schedule changes or extended sessions
• County-declared special events
- Services include, but are not limited to:
• Incident and service request intake, triage, resolution, and communication
• Multi-channel contact modes: phone, chat, email, portal, walk-up
• User access provisioning
• Remote access / Virtual Private Network (VPN) troubleshooting
• The selected Vendor is not required to provide diagnostic software. Vendor staff will have access to built-in Windows 10/11 troubleshooting tools and the Microsoft System Center Configuration Manager (SCCM) Remote Control Viewer. If the Vendor proposes the use of additional tools to support service delivery, those tools must be identified and described in the Vendor’s proposal.
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) end-user support
• Account unlocks, Multi-Factor Authentication (MFA) resets
• Desktop and laptop support (Windows, macOS, mobile devices)
• Device imaging, deployment, replacement, and redeployment
• Asset lifecycle support (deploy, move, change, retire, destroy)
• Support Microsoft Intune as our MDM tool for cell phones and MobileIron for iPads.
• CJIS-compliant support at specified facilities
• Very Important Person (VIP) and executive support services and critical operations
• Major Incident coordination and communication
o Defined Major Incident criteria
o Accelerated escalation procedures
o Regular stakeholder communications
o Post-incident review and root cause analysis
• Asset receiving logistics: coordinate with County as needed
• Emergency support at critical operations and/or buildings
• Knowledge Management
• Quality Assurance / Training
- End-User Computing Devices & Peripherals
• Desktops, laptops, tablets, rugged tables and mobile devices
• Wi-Fi hotspots
• Peripheral and accessory support
• Remote support tools for diagnostics and resolution
• Desktop Voice over Internet Protocol (VoIP) phones
• Multi-Function printers (County-owned or leased)
• Scanners
• Universal Serial Bus (USB)-attached devices
• Barcode readers, special-purpose printers
- Asset & Configuration Management Support
• Associate tickets with users, devices, and assets
• Update asset records based on incidents and requests
• Support asset lifecycle activities (deploy, move, change, retire, destruction)
• Keep accurate inventory + tracking of assets
• Work with County IT Asset Management processes
• New device staging and deployment
• Support for County IT Asset Disposition (ITAD) processes.
- Operating Systems and Core Software / Application
• Microsoft Windows 11 and successor versions, including some legacy Windows 10, etc.
• Desktop utilities (wireless configuration tools, browsers, Adobe Reader, etc.)
• Security stack – antivirus agent, endpoint protection, encryption
• Microsoft 365 productivity apps
• Desktop management tools (remote control, imaging, deployment)
• Support for County-approved applications (hardware layer)
• Browser-based and locally installed applications (hardware layer)
• Coordinate with application owners for escalations
• Maintain application-specific troubleshooting knowledge
• MacOS supported versions
• Mobile operating systems (iOS, Android) for County-issued devices
- Asset Management, Inventory, and Equipment Warehousing
1. End-User Devices
• Desktop computers
• Laptop computers
• Tablet computers
• Rugged tablets
• Mobile phones
• Wi-Fi hotspots
• Desktop VoIP phones
2. Peripherals & Accessories
• Monitors
• Docking stations
• Keyboards, mice, headsets
• Power adapters
• USB-attached devices
• Barcode readers
• Specialty printers
• Signature pads
3. Printing & Imaging Equipment
• Multi-Function Printers (County-owned or leased)
• Standalone printers
• Scanners
4. Network Equipment
• Switches
• Routers
• Wireless access points
• Firewalls
• Network controllers
• Structured cable components
• Rack-mounted equipment
5. Infrastructure Equipment
• Servers
• Storage devices
• UPS systems
• Backup appliances
• Edge compute devices
• Internet of Things (IoT) devices deployed in County facilities.