Case Study: Mesa County achieves faster issue resolution and streamlined help desk operations with RescueAssist

Mesa County efficiently supports dispersed workers with an integrated solution

Mesa County, Colorado — a county IT team of 23 supporting roughly 1,000 workers across more than 10 sites and handling about 5,000 incidents per month — needed a remote‑support solution that didn’t require installing software on users’ machines and that would integrate with their service desk. After moving from Novell ZENworks during a Windows transition, Mesa County selected RescueAssist (Remote Support and Service Desk) to address those gaps.

RescueAssist deployed integrated Remote Support and Service Desk modules delivered from the cloud on a monthly subscription, enabling technicians to launch support sessions directly from tickets, track time, and monitor unassigned or escalated issues. The vendor’s solution shortened rollout to 5–6 weeks versus an estimated 6–9 months for traditional installs, improved help‑desk productivity and issue resolution, kept staffing lean, and simplified budgeting by avoiding large up‑front licensing costs.

Mesa County

Rick Corsi

IT Applications Manager