The government authority in Michigan is seeking a qualified vendor to provide comprehensive remote support services. Responsibilities include setting up and maintaining the remote support platform, integrating tools such as Splunk, and managing user accounts, groups, and access permissions according to organizational requirements. The vendor will also be expected to customize the support environment to reflect agency branding, implement product updates, manage patching, and handle integration with the university's IT infrastructure.

Additional duties involve generating platform usage reports for license compliance and resource optimization, monitoring usage trends, forecasting demand, and conducting quarterly access reviews. The scope of work also includes supporting a broad range of end-user devices through remote access, facilitating expedited troubleshooting with managed and unmanaged machines, utilizing screen sharing and real-time chat, and running advanced diagnostics with multi-screen support. The contract period for these services is three years.