IT End-User Help Desk and Support Services

The State of Hawaii Department of Health, Adult Mental Health Division is requesting bids for IT end-user help desk and support services under IFB-430-27-01, with bids due August 3, 2026 at 2:00 p.m. Hawaii Standard Time via HIePRO and an estimated award date of August 5, 2026.

The contractor shall provide comprehensive technical support to approximately 1,500 users across Adult Mental Health Division and Hawaii State Hospital sites on Oahu, including troubleshooting, software training, hardware and software installations, and activity logging in the Alloy ticketing system. Services include on-site supervisory coverage for one full-time HR position (40 hours weekly) with two-hour callback and four-hour on-site response for emergency equipment relocation; weekly and monthly activity reporting; phone call routing; and on-demand support for neighboring islands as approved. The contractor must assign a full-time technical writer for six months to document the Timekeeping and Scheduling application. Bidders must hold current CompTIA IT Fundamentals, CompTIA A+, and Microsoft Certified certifications, all completed within four years. The contractor shall staff a team of five full-time equivalents across specified allocations: 24% full-time on-site Oahu coverage, 25% day-shift on-site three days weekly, 11% remote evening and nighttime coverage statewide (4:30 p.m. to 7:30 a.m.), 3% on-site backup for absences, 6% on-site flexible hours Oahu and 3% for neighbor islands, 9% project management, 2% training and ramp-up, 3% call routing, and 14% technical writing. The total bid price must include all wages, fringe benefits, taxes, travel time, and mileage for Oahu.

The contract runs September 1, 2026 through August 31, 2027, with potential extension for up to five additional twelve-month periods if the extended price remains equal to or lower than the initial bid. Contractors must maintain general liability insurance of $1 million per occurrence and $2 million aggregate, and automobile liability insurance with $1 million per person and per accident limits. Contractors must obtain a Certificate of Vendor Compliance through Hawaii Compliance Express with a name matching the registered business exactly. Award goes to the lowest responsive, responsible offeror; tied bids are awarded to the previous award recipient.