Technical Support & Help Desk Services

The contract seeks a subcontractor to provide ongoing Tier 1–3 technical support for Laboratory Information Management System users across all Texas Department of Public Safety labs. This includes managing user accounts, resolving system issues, performing updates and maintenance, and delivering services under agreed service level agreements to ensure continuous operational reliability. The support must be responsive, expert-driven, and aligned with the needs of laboratory personnel who rely on the LIMS for critical forensic and operational functions. The solicitation is open for submissions with a response deadline of August 31, 2026, and falls under NAICS code 541519 for other computer-related services. The contract is issued by the Texas Department of Public Safety under a subcontract structure with no specified set-aside status. Performance is expected to be conducted statewide to serve all TXDPS laboratory facilities, though no specific location details are provided. Subcontractors must be prepared to deliver high-quality, SLA-backed support remotely and on-site as needed to maintain system integrity and user productivity across the agency’s laboratory network.