Request for information: EMS Endpoint Support and Help Desk Services

Background
The Oregon Department of Administrative Services (DAS) is issuing this Request for Information (RFI) to gather input from qualified responders regarding enterprise-level endpoint support and Level 1 help desk services.

The purpose of this RFI is to inform the State’s understanding of market offerings and service delivery models that could support a standardized, scalable, and secure endpoint support solution for use by state agencies. The inquiry aims to gather insights from responders capable of supporting a diverse total user base ranging from approximately 100 up to 5,000 employees across multiple agencies.

The envisioned service model would operate within a decentralized environment, allowing agencies to participate at their discretion. This RFI is not a solicitation or a commitment to procure services; responses will be used solely for planning and informational purposes.

Work Details
The RFI seeks information on the following areas:
1. **Endpoint Lifecycle Management**: Responders should describe their ability to support the full lifecycle of endpoint devices, including initial provisioning, enrollment into a centralized management system (e.g., Microsoft Intune), installation of endpoint protection software, ongoing patch management, decommissioning, secure data wiping, and environmentally responsible disposal.

2. **Supported Device Types**: The service should support various endpoint types including Windows-based desktops, laptops, notebooks, and mobile devices.

3. **Security and Compliance**: Responders must explain how their services ensure compliance with state-mandated security standards based on NIST 800-53 R5, including integration with endpoint detection tools and support for compliance reporting.

4. **Level 1 Help Desk Services**: A centralized help desk function providing first-level support for non-application-related issues such as password resets, account lockouts, connectivity issues, and multichannel access (phone, email, chat).

5. **Break-Fix and Onsite Support**: Ability to provide troubleshooting and repair services across urban, rural, and remote locations in Oregon.

6. **Integration with Existing State Services**: Indicate ability to coordinate with existing IT services provided by DAS.

Period of Performance
This RFI is intended for informational purposes only; no contract will be awarded as a result of this RFI.

Place of Performance
The services are expected to be provided across various locations in Oregon as needed by state agencies.

Bidder Requirements
Responders must undergo comprehensive background checks due to the sensitive nature of the information accessed through these services. All work related to these services must be performed within the United States.