IT Helpdesk Support Services

Background
The County of Orange, through its Department of Information Technology Services (OCITS), provides comprehensive IT services to approximately 2,500 users across multiple County departments. The goal of this contract is to ensure the delivery of secure, reliable, and innovative IT solutions that enable efficient government operations and public services. The County is seeking proposals from qualified consultants to provide Level 1 helpdesk support services for its users, software, hardware, and cloud environments.

Work Details
The consultant will provide Level 1 helpdesk support services which include:

- Handling password resets
- Troubleshooting Microsoft Office product questions
- Providing email and spam filtering support
- Resolving software conflicts for users transitioning between remote and in-office locations
- Addressing PC performance and connectivity issues
- Managing printer and scanner problems using PrinterLogic
- Assisting with workstation access and triage via remote login tools
- Offering basic smartphone and mobile device support.

The consultant must also take ownership of existing open tickets in the FreshService ITSM platform at the start of the contract. Support will be provided from 8:00 AM to 5:00 PM ET, Monday through Friday.

Period of Performance
The initial term of the contract will be for five (5) years with options for up to five (5) additional one-year renewals.

Place of Performance
Services will be performed at the County’s Government Center located at 255-275 Main Street, Goshen, New York.

Bidder Requirements
Offerors must have been engaged in providing IT helpdesk managed support services for a minimum of five (5) consecutive years. They must demonstrate experience supporting at least 500 users across diverse technologies. Familiarity with FreshService ITSM or equivalent systems is preferred. Offerors must provide sufficient staff with technical knowledge to perform the required services satisfactorily.