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Tier 1 & Tier 2 Technical Helpdesk Support

Active

Federal

Response Deadline10/29/2026, 09:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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This subcontract opportunity, titled Tier 1 and Tier 2 Technical Helpdesk Support, is issued by the Department of Homeland Security Air and Marine Contracting Division. The project focuses on providing centralized call center and helpdesk services for prime contractors on CBP BPTOC projects, operating under a 24/7/365 support model. Key responsibilities include managing incident intake and acknowledgment for severity levels P1 through P4, as well as delivering remote Tier 2 technical support utilizing enterprise CRM and ticketing software. The contract requires all personnel to undergo CBP vetting to ensure security compliance. Performance will be measured through the delivery of incident reports, ticket closure metrics, and comprehensive monthly performance reports. The place of performance is located in Washington, DC, and the response deadline for this opportunity is October 29, 2026.

General Info

DHS subcontract for 24/7 Tier 1 and 2 technical helpdesk support in DC.

Agency

Department Of Homeland Security → Air And Marine Contracting Division

NAICS

561110 - Office Administrative Services

Place of Performance

Washington, DC, 20004, USA

Set-Aside

NONE

Documents

This scope was carved out of BPTOC10142026.

The full solicitation package (2 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Border Patrol Technical Operations Center (BPTOC) Request for Information (RFI) 10142026

AI Contract Breakdown

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The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PostedOct 14

subcontract

Response DeadlineOct 29

Submission deadline

Response Deadline

10/29/2026, 09:00:00 PM UTCin 12 days

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Organization & Contact Information

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AgencyDepartment Of Homeland Security → Air And Marine Contracting Division

ContactsNo contacts available

OfficeN/A

Organization / AgencyDepartment Of Homeland Security → Air And Marine Contracting Division

Office AddressN/A

ContactsNo contact information available

Full Description

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Provides centralized call center and helpdesk services for prime contractors on CBP BPTOC projects. Manages incident intake and acknowledgment for severity levels P1-P4 and provides remote Tier 2 technical support using enterprise ticketing and CRM software. Operates on a 24/7/365 support model. Requires CBP personnel vetting. Delivers incident reports, ticket closure metrics, and monthly performance reports.

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