Service Desk and Deskside Support Services

The Texas Health and Human Services Commission (HHSC) is requesting proposals for Service Desk and Deskside Support Services under RFO No. HHS0017021, with proposals due November 3, 2026, at 10:30 a.m. Central Time. A pre-proposal conference was held October 13, 2026; questions were due October 14, 2026, at 10:00 a.m. Central Time with responses posted to ESBD on October 21, 2026; and the subcontracting plan courtesy review deadline is October 22, 2026, at 2:00 p.m. Central Time.

The scope comprises 52 managed services staff across two tiers: Tier 1 IT Service Delivery and Support Services (Enterprise Service Desk 22 IT Support Specialist III, DFPS Service Desk 10 IT Support Specialist III, TIERS 5 IT Support Specialist III) and Tier 2 Deskside Support Services (14 Systems Administrator II and 1 Team Lead). All positions require 6 to 12 months prior customer service or technical support experience with direct phone interaction; preferred certifications include A+ and ITIL Foundation 4 or 5. All qualified candidates must reside within 50 miles of 701 W. 51st Street, Austin, Texas. The transition phase extends 60 calendar days from contract execution; the contractor must assign four key personnel (Project Manager, Transition Manager, Hiring Manager, Invoicing Manager) within one business day and achieve full staffing of 52 positions within 30 days. Minimum monthly staffing compliance is 85 percent; candidate packages must be submitted within five business days of request; staff training must be completed within 45 calendar days of hire; critical role vacancies must remain below 10 business days per calendar month. The contract term is 36 months initial plus two optional 12-month extensions (60 months total). The contractor must provide tiered hourly rates for varying volumes of positions across the full contract term and bear all costs including recruitment, training (ITIL Foundation and HIPAA), background checks (DFPS fingerprint-based at contractor expense), and insurance (Workers' Compensation $1 million, Commercial General Liability $1 million per occurrence / $2 million aggregate, Cyber/Privacy Liability $5 million, Professional Liability $5 million, Umbrella $5 million, Crime Insurance $2 million). Liquidated damages range from $100 to $200 per business day for various performance failures; three service level occurrences in a rolling 12-month period require submission of a corrective action plan. Evaluation is on best value: Experience 35%, Narrative Proposal 30%, Cost 35%. Anticipated notice of award is March 2027; anticipated contract start date is August 2027. The solicitation requires subcontracting plan submission; respondents must self-perform, utilize an approved Mentor-Protégé relationship, or demonstrate good faith efforts to notify two Texas Certified VetHUBs. Respondents must complete the FFATA Certification Form, HHS Solicitation Affirmations, Exhibits A through R, and comply with HIPAA, data security (NIST 800-53, FIPS 140-2 encryption), E-Verify, and federal civil rights and assurance requirements. Ron Hurley is the Contract Administration Manager (Ron.Hurley@hhs.texas.gov, 512-406-2598); subcontracting plan questions should be directed to VetHUB Coordinator Cheryl Bradley. Proposals may be submitted via USB, overnight/express mail, hand delivery, or through the HHS Online Bid Room.