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Commissioners approve contract for 24/7 tier‑1 IT help desk to replace in‑house role
Summary
The board approved contracting a 24/7 U.S.-based tier‑1 help desk to replace one in‑house help desk/desktop support position; staff said the change will provide round‑the‑clock coverage and save roughly $3,000 monthly.
Franklin County commissioners approved a proposal to contract outsourced tier‑1 help desk services that will provide 24/7 coverage and replace one in‑house help desk and desktop support position.
Josh Henkel, the county’s chief information officer, told commissioners the contract would provide continuous coverage from a U.S. help desk and allow internal IT staff to focus on escalated technical work. "About 50% of our ticket overhead comes in for onboarding, offboarding, and staffing changes," Henkel said, and automating and offloading those tickets should improve response times for critical after‑hours needs such as emergency services.
County staff said the monthly cost of the contract is just under $11,000 compared with more than $14,000 in personnel costs for the position being eliminated, producing roughly $3,000 in monthly savings. Commissioners moved and approved the item by voice vote; the meeting record shows unanimous voice approval and the notation "Motion passes." Staff said they will keep internal IT for tier 2/3 escalation and will dispatch on‑site technicians when needed.
No amendment to staffing levels or additional personnel actions were recorded beyond the authorization to contract the help desk services. The contract is intended to improve customer service, provide consistent after‑hours coverage and reduce recurring personnel cost pressure in the IT budget.
