Hawaii eProcurement Portal #B27000013

Hawaii State Department of Health Seeks IT Help Desk and Support Services for Adult Mental Health Division and State Hospital

The Hawaii State Department of Health, Adult Mental Health Division, is seeking a contractor to provide comprehensive IT end-user help desk and support services for the Adult Mental Health Division and Hawaii State Hospital. - Scope of work includes: - Technical support and troubleshooting for approximately 1,500 users - Management of PCs, printers, copiers, phones, and voicemail - User training and hardware/software installation and relocation - Documentation and technical writing for Timekeeping and Scheduling applications (full-time technical writer for 6 months) - Use of the Alloy ticketing system for activity logging - On-site supervisory coverage twice weekly and on-demand on-site assistance with rapid response times - Support for about 25 daily support calls and 4 on-site visits per week - Personnel must hold relevant certifications (CompTIA IT Fundamentals, CompTIA A+, Microsoft Certified) - Services are primarily on Oahu but must be available statewide, including neighboring islands - No specific OEMs or vendors are named; solicitation is open to qualified independent contractors - Contract duration is 12 months, with potential extensions up to five additional years - Notable requirements include compliance with Hawaii statutes, insurance coverage, and regular reporting

Description

This solicitation seeks an independent contractor to provide IT end-user help desk and support services to the Adult Mental Health Division and Hawaii State Hospital. The services include technical support, troubleshooting, training, hardware and software management, and documentation. The contract period is from September 1, 2026, to August 31, 2027, with potential extensions. The work is to be performed statewide, primarily on Oahu, with some support for neighboring islands upon request.

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