Technical Support & User Assistance (Tier 1–2 Help Desk)

This contract seeks a subcontractor to provide Tier 1 and Tier 2 technical support for users of a government platform operated by the Department of Commerce NIST. The scope includes delivering comprehensive user assistance such as login support, navigation and feature guidance, issue troubleshooting, and effective escalation management for unresolved tickets. Support must be responsive, accurate, and aligned with federal service standards to ensure seamless user experience across all supported platforms and systems. The opportunity is posted under NAICS code 541512 for Computer Systems Design and Related Services, with a response deadline of August 14, 2026. Performance is expected to take place at a location with ZIP code 20899, which corresponds to Gaithersburg, Maryland, where NIST maintains key operations. The contract type is a subcontract, indicating the successful bidder will be contracted under a prime agreement, though the prime entity and specific funding mechanisms are not disclosed. Bidders must be prepared to meet the technical and service requirements without explicit set-aside provisions, and all proposals must be submitted prior to the stated deadline.