Description
Arkansas State University seeks a vendor to provide Tier 1 after‑hours IT help‑desk support for students, faculty, and staff across its Jonesboro campus. The contractor will staff a 24 × 7 support operation during evenings, nights, weekends, and holidays, handling inbound calls, email, and portal tickets, and performing routine account, password, MFA, Canvas, Microsoft, and proctoring‑software assistance. The contract is a firm‑fixed‑price agreement with a two‑year base term (Jan 2027 – Dec 2028) and two optional one‑year extensions, includes strict service‑level targets (≤ 3‑minute wait, ≤ 1‑minute hold, 85‑90 % live‑operator answer rate), and requires compliance with FERPA, CJIS, HIPAA, and SOC 2. Vendors may propose flexible pricing structures and must supply insurance, EEO policy, and relevant certifications.
• Provide after‑hours Tier 1 support (5:01 pm – 7:59 am Mon‑Fri, full weekend/holiday coverage).
• Minimum staffing: 3 operators + 1 supervisor per shift; optional business‑hour overflow support.
• Meet performance metrics: ≤ 3 min wait, ≤ 1 min hold, 85‑90 % live‑operator answer, 65‑70 % first‑call resolution.
• Deliver compliance documentation (FERPA, CJIS, HIPAA, SOC 2) and retain records ≥ 5 years.