Description
Arkansas State University seeks a vendor to provide 24/7 after‑hours Tier 1 IT Help Desk support for students, faculty, and staff. The contractor will staff a call center that answers inbound calls, resolves routine IT issues (password resets, MFA, account set‑up, Canvas, Microsoft, proctoring software), and escalates more complex incidents to Tier 2. Service coverage must include evenings, weekends, holidays, and winter‑break periods, with strict performance metrics (≤ 3‑minute wait, ≤ 1‑minute hold, 85‑90 % live‑operator answer rate, 10‑minute resolution target). The university will forward a dedicated phone number to the vendor; the vendor may use its own contact‑center platform but must meet security and compliance requirements (FERPA, CJIS, HIPAA, SOC 2, ISO 27001, FedRAMP). Pricing is not prescribed; vendors may propose custom fee structures. The contract term is two years beginning January 2027, with an optional two‑year extension, and includes price‑escalation provisions at renewal.