End-User Support Services

The Vendor is required to provide comprehensive end-user support services including desktop, mobile device, endpoint support, patching, Asset Management, Mobile Device Management (MDM), device staging and deployment, device depot services, device replacement, inventory control, lifecycle management and surplus unusable or old devices per Department guidelines.
- End-User, Endpoint, and Service Support
•    Provide ongoing Service Desk services and technical endpoint support necessary to maintain workstation and mobile device performance, security, availability, and end-user productivity.
•    Monitor and report on endpoint performance metrics, including disk usage, processor load, memory utilization, and device availability.
•    Perform patch and hot fix management using automated tools, including monthly reviews of critical patches and deployment during maintenance windows approved by agency.
•    Administer local endpoint configurations including network settings, local accounts and permissions.
•    Provide support for network printer connectivity.
•    Provide remote administration of endpoint operating systems including security, permissions, performance tuning, and general configuration.
•    Maintain and administer built-in operating system services and components.
•    Provide end-user support including account creation, deletion, unlocks, agreed-upon application support.
•    Conduct periodic software license audits as agreed upon with agency to ensure compliance.
•    Coordinate Return Merchandise Authorization (RMA) device replacements with manufacturers and monitor repair status.
•    Provide centralized hardware monitoring and reporting using its own or third-party management tools, provided such tools meet agency requirements for functionality, security, and reporting
- Mobile Device Management (MDM) Administration
•    Manage user enrollment and deactivation.
•    Facilitate device wipe and lock actions for compromised devices.
•    Create and manage device profiles. 
•    Distribute and monitor applications and content.
•    Perform release management including patching and platform upgrades.