Endpoint Technician Services

The issuing agency is seeking a vendor to provide endpoint technician services to resolve tier 1 and tier 2 support tickets. The selected technician must handle technical issues via phone, email, in-person, or remote tools. The scope of work includes installing, configuring, troubleshooting, and maintaining desktop computers, laptops, printers, scanners, and other peripheral devices. The agency requires the technician to coordinate onsite support and respond to urgent technical issues related to networks, applications, hardware, and city-wide systems, including emergency services and natural disaster events. Additionally, the worker must manage user accounts and access permissions for email, phone, applications, and network groups. The role involves providing first-level support for software and application issues, escalating to tier 3 teams as needed, communicating with internal departments to analyze technology needs, and researching emerging technologies to improve IT services. Bidders must perform all work onsite and must be located onshore within the United States. The agency accepts digital submissions via email or online portal. The agency has not disclosed a specific budget and is looking for proposals to determine the cost.