Desktop Support Services

The government authority located in Orange, California requires desktop support services to augment its existing information technology technical support staff. The agency seeks to solve the challenge of managing and resolving approximately 280 service desk tickets per month through its central help desk, plus an additional 70 tickets per month at the police department. The selected contractor must provide two on-site personnel to perform systems support, resolve software conflicts, and coordinate audio-visual installations and printer maintenance. The scope of work covers supporting 870 desktops, laptops, and mobile data computers standardized on Windows 11 and Office 365, alongside 101 printers and 128 servers mostly running under VMware 8u3. Personnel must operate within the agency's Microsoft 365, Intune, Active Directory, and Mitel Voice over Internet Protocol phone environments, which includes 777 telephone sets. Support staff must utilize the agency's existing service management system and remote support software to track tickets, manage assets, and deploy software. The agency requires on-site services Monday through Thursday from 7:30 am to 5:30 pm, and every other Friday from 7:30 am to 5:30 pm. Personnel must coordinate service delivery across departments to minimize disruptions to ongoing production operations. The infrastructure also includes core business applications such as Tyler Enterprise ERP, Northstar CIS, Granicus, Civic Rec, MaintStar LMS, MaintStar, and HDL Prime. Eligibility is restricted to onshore organizations based in the United States of America, and all performance of the work must occur on-site at the agency location. The agency is looking for proposals to establish a contract period of three years. Bidders must submit any questions regarding this opportunity no later than June 12, 2026, and final responses can be submitted digitally via email or online.