Help Desk IT Support Service

The agency is seeking a vendor to provide comprehensive help desk IT support services. The selected contractor must provide helpline support coverage for ten hours per day, specifically between the hours of 7:00 AM and 5:00 PM. The agency will provide a wireless phone to serve as the hotline number, which the contractor staff will pass among themselves to ensure continuous coverage. The scope of work requires responding to end-user trouble calls at the requested tier level, with approximately ninety percent of these calls occurring at the Tier 2 level. Support methods must include telephone calls, in-person visits, and remote access using the network system. Additionally, the contractor must handle the implementation of software interfaces and provide video telecommunications conference support. The requested services also encompass graphic design and publication activities. The contractor must design and produce graphics and text for publications such as newsletters, pamphlets, brochures, fact sheets, signage, and name tags. Staff must also digitize maps and diagrams to incorporate them into documents or other graphic illustrations. Eligibility is strictly limited to onshore organizations based in the United States. The agency requires the performance of all work to be completed offsite. Bidders must submit their proposals digitally, either via email or through the designated online portal. The agency has not disclosed a set budget and is looking for proposals to determine the cost.