Help Desk & Technical Support Services

The contract seeks a vendor to deliver Tier 1–2 technical support services to users during operational hours, primarily through a structured ticketing system to log, track, and resolve technical issues. Support must be responsive and efficient, ensuring timely resolution of user inquiries and system problems, with a strong emphasis on maintaining service availability and user satisfaction. The contractor is also required to generate monthly reports detailing service level agreement compliance and overall performance metrics, providing transparent accountability and continuous improvement insights. This subcontract under the Maryland State Department of Education’s initiative falls under NAICS code 541519, indicating it is classified as other computer-related services. The solicitation was posted on June 25, 2026, with a firm deadline for responses on July 22, 2026. The place of performance and specific agency office details are not provided, but the work is tied to Maryland state educational operations. The contract does not specify any set-aside status, and while a point of contact is not listed, all submissions must be accessed via the provided state procurement portal link.