Technical Support & Help Desk (Tier 2/3)

The contract seeks a subcontractor to provide ongoing Tier 2 and Tier 3 technical support for the WMS and EZproxy systems, specifically serving federal library users. Responsibilities include troubleshooting system issues, resolving user access problems, and managing escalations to ensure minimal disruption to library operations. Support must be responsive, expert-led, and tailored to the unique needs of federal entities relying on these platforms for research and information access. The work is performance-based and requires a deep understanding of both systems, with a focus on maintaining uptime, security, and user satisfaction across a government environment. The opportunity is posted under NAICS code 541519 for other computer-related services and is issued by the Naval Air Warfare Center Air Division under the Department of Defense. The place of performance is designated as St James, MD with a ZIP code of 20670. Proposals must be submitted by July 14, 2026, at 8:00 PM ET, following the solicitation’s guidelines, with no set-aside designation specified. This subcontract is part of a broader federal effort to sustain critical digital infrastructure supporting naval and defense-related library services.