Experts in Help Desk and Network Admin....Help!!

Seems like you could do all of that in Access pretty easily.

Managing IS

While they could create their own system, I think they're looking for an already developed system. I'm not sure what the rest of your criteria are in terms of finding a solution, so I'm being broad here. I'm also being cheap.

Best bet is to look at SourceForge. Lots of open-source (free) solutions there.

Here's one that looks like it could work, but I have not used it:
http://www.ilient.com/free-help-desk-software.htm

These are aggregate sites that have a directory of solutions:
http://www.help-desk-world.com/directory.htm
http://www.helpdesk.com/

I have used BridgeTrak in the past, and hated it. The version I used was way too pricey for what we got, and we never fully implemented it due to the fact that it was a spur of the moment purchase and no one had bothered to look into doing any research on systems.

Count your blessings, that keeps him off of BT

Unless you can somehow align "priority" with "cost" every request comes in as "urgent"...

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Thanks for all the input everyone...I don't have the money to outsource, but I do have some admin help for him to manage this effort.  I never thought of MS Access (it's one of the few MS products I haven't used personally..). That sounds like a good idea.  Thanks for the links and off-the-shelf product suggestions also.  You guys got me going in the right direct :-)   I appreciate it!!