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 agency needs a provider to install, configure, troubleshoot, and maintain desktop computers, laptops, printers, scanners, and other peripheral devices. The scope of work includes coordinating onsite support and responding to urgent technical issues related to networks, applications, hardware, and city-wide systems, including emergency services and natural disaster events. The selected provider must manage user accounts and access permissions for systems including email, phone, applications, and network groups. The agency requires first-level support for software and application issues, with escalation to tier 3 teams as needed within defined permissions. Additionally, the resource must communicate with internal departments to analyze technology needs, research emerging technologies, and contribute ideas for improving 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 is looking for proposals to determine the budget, and the source document notes that this posting functions as a job posting rather than a traditional request for proposals.