EMS Endpoint Support and Help Desk Services

The vendor required to provide to gather input from qualified responders regarding enterprise-level endpoint support and level 1 help desk services.
- The state is exploring the feasibility of offering a shared, turnkey service that provides comprehensive endpoint lifecycle management and first-level help desk support.
- Endpoint lifecycle management
•    Initial provisioning and base imaging of desktops, laptops, notebooks, and mobile devices. 
•    Enrollment of devices into a centralized device management system. 
•    Installation and configuration of endpoint protection software as prescribed by the state. 
•    Ongoing patch management and automated deployment of security updates. 
•    Decommissioning, secure data wiping, and environmentally responsible disposal of retired devices.
- Supported device types
•    Windows based desktops, laptops, and notebooks.
•    Mobile devices using the iOS operating system.
- Level 1 help desk services
•    Password resets, account lockouts, and basic troubleshooting.
•    Support for connectivity issues, printing, and peripheral devices.
•    Multichannel access (phone, email, chat, self-service portal) (m365).
•    Integration with the state’s IT service management (ITSM) platform.
•    Clearly defined service level expectations for response and resolution times.
- Break-fix and onsite support
•    Onsite support across urban, rural, and remote locations in state.
•    Logistics for spare parts and device replacement.
•    Coordination with agency IT staff where applicable.
- Integration with existing state services
•    Centralized service desk operations.
•    M365 email, calendaring, and file storage systems.