Desktop Support Services

The government authority located in Orange, California requires desktop support services to augment its internal 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, along with an additional 70 tickets per month at the police department. The selected contractor must provide two on-site personnel to perform systems support and coordinate service delivery with minimal disruption to ongoing operations. The scope of work covers on-site systems support for all city hardware devices, diagnosing and resolving software conflicts, and resolving network connectivity issues related to log-ins, file access, and printing. Personnel must also coordinate printer repairs with the agency's contracted printer maintenance vendor and coordinate audio and visual equipment installation requests in departments and conference rooms. The support schedule requires on-site coverage Monday through Thursday from 7:30 am to 5:30 pm, and every other Friday from 7:30 am to 5:30 pm. The agency's infrastructure consists of 870 desktops, laptops, and mobile data computers standardized on Windows 11 and HP Elitedesk, alongside 128 servers mostly running VMware 8u3, 101 printers, and a Mitel VoIP phone system with 777 sets. The environment utilizes Microsoft 365, Intune, Active Directory, and various core business applications including Tyler Enterprise ERP, Northstar CIS, Granicus, Civic Rec, MaintStar LMS, MaintStar, and HDL Prime. Personnel must utilize the agency's existing service management system for tracking tickets, inventory, asset management, and software deployment, as well as the agency's remote support software. Eligibility is restricted to onshore organizations based in the United States, 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 that will run for three years. Bidders must submit all questions no later than June 12, 2026, and the final response can be submitted digitally via email or online.