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Tier II Technical Support and User Adoption Services

Active

Federal

Contract Overview

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

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This subcontract for Tier II Technical Support and User Adoption Services supports U.S. Army IPPS-A projects by providing advanced technical troubleshooting for approximately 40,000 annual users. The selected provider will manage complex issues escalated from Tier I support using ITSM tools like ServiceNow or Remedy, with a strict requirement for ITIL Certification to ensure standardized service management. The contract, issued by the Department of Defense under the W6QK Acc-Apg Contr Ctr agency, falls under NAICS code 541513. Key deliverables include the successful resolution of support tickets and the provision of detailed reports focusing on user satisfaction and system adoption.

General Info

Tier II technical support and user adoption services for U.S. Army IPPS-A projects.

Agency

Department Of Defense → W6QK Acc-Apg Contr CtrView Agency

NAICS

541513 - Computer Facilities Management ServicesView NAICS

Place of Performance

MD

Set-Aside

NONE

Documents

This scope was carved out of W9128Z-25-S-A002.

The full solicitation package (9 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

ARMY OPEN SOLICITATION (AOS)

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Timeline

PostedSep 3

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Organization & Contact Information

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AgencyDepartment Of Defense → W6QK Acc-Apg Contr Ctr

ContactsNo contacts available

OfficeN/A

Organization / Agency

Department Of Defense → W6QK Acc-Apg Contr Ctr

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Office AddressN/A

ContactsNo contact information available

Full Description

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Operates a Tier II Help Desk for prime contractors on U.S. Army IPPS-A projects. Provides technical troubleshooting for 40,000 annual users, resolving complex issues escalated from Tier I using ITSM tools such as ServiceNow or Remedy. Requires ITIL Certification. Delivers resolved support tickets and user satisfaction and adoption reports.

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