End-User Technical Support & Help Desk Services

The contract requires providing direct technical support to patrons of the National Library Service for the Blind and Print Disabled who use the My Talking Books Alexa skill, addressing issues related to account access, BARD audio streaming, and bookshelf management. Support must be delivered promptly and effectively to ensure seamless access to audiobooks and digital services for users with visual or physical disabilities. The work is performance-based, focusing on user experience, troubleshooting, and resolution of technical barriers without requiring onsite presence, though the place of performance is designated as Washington DC with a ZIP code of 20540. This subcontract falls under NAICS code 541519 for other computer-related services and is issued by the Library of Congress through Contracts Services. The solicitation was posted on August 6, 2026, with a response deadline of August 21, 2026, at 9:00 PM Eastern Time. While the type of set aside and organization type are not specified, the work is expected to align with federal contracting standards and prioritize accessibility and user-centric support. Contractors must be prepared to handle high volumes of user inquiries through a help desk model, ensuring compliance with federal accessibility requirements and maintaining service continuity for a sensitive and critical user base.