Tier 1 Remote IT Service Desk Support

Overview

IT Support, Hardware & Networking

Bolivia, North Carolina, United StatesPosted 17 days agoDeadline: May 11th, 2026

Fit Score

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SUMMARY

The county is requesting proposals for 23x7x365 Tier 1 remote IT service desk support, including ticket management and call handling, with integration into the county’s current platform.

KEY REQUIREMENTS

Must provide 24/7/365 first-level IT support
Must perform all support services within the United States
Must integrate with the County's BOSSDesk platform
Must provide a dedicated emergency medical services call path
Must have a project manager dedicated to the project
Must maintain required insurance coverage
Must comply with E-Verify program requirements
Must have experience providing Tier 1 service desk services for public sector or similarly regulated organizations

BUDGET

Estimate

$150,000 – $300,000

CONTRACT DURATION

12 months

TIMELINE

Issue Date: April 20th, 2026

Questions Due: April 29th, 2026

Proposal Due Date: May 11th, 2026

Project Go-Live Date: July 1st, 2026

QUESTION DEADLINE

April 29th, 2026

Issuing Agency

Brunswick County

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DESCRIPTION

The county seeks a vendor to provide comprehensive 23x7x365 Tier 1 remote support IT service desk services. The selected provider will be responsible for continuous operation and must integrate all operational processes into the county’s current Service Desk platform, BOSS Desk, or another suitable service desk platform.

Key responsibilities include reducing time to acknowledge, triage, and resolve tickets in order to improve end-user satisfaction, responding promptly and efficiently to all incoming service requests via phone, email, portal, and chat, and following ITIL standards for troubleshooting and escalation. The vendor must answer all inbound IT assistance calls, monitor and process online tickets, and ensure all requests are handled appropriately.

Additionally, after the initial service transition, the vendor will participate in weekly calls with the county to discuss the transition progress until the county agrees to move to a monthly meeting schedule.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.