Located in the Blue Ridge Mountains in the northwestern part of North Carolina, Wilkes County covers 760 acres and is home to nearly 70,000 residents. The county government is responsible for providing essential services to its residents, as well as ensuring public safety, promoting education, protecting the environment, fostering economic development and enhancing quality of life.

Wilkes County’s IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites. Major sites include the sheriff’s office, health department, landfill, animal control and the airport. Before the county implemented Bomgar as its remote support solution, the IT department used Windows built-in freeware tools to provide remote support to users. However, this software was not always effective, and trips to the county sites were often required to assist users.

“We frequently had to travel to our locations across the county to simple, perform routine tasks, such as installing a printer on a user’s machine, because we couldn’t accomplish these things using our remote capabilities,” said Greg Adams, IT systems administrator for Wilkes County. “It could only be described as an expensive and inefficient approach to IT support.”