Description
Arkansas State University seeks a vendor to provide after‑hours Tier 1 IT help‑desk support for students, faculty, and staff. The contractor will staff a call center that operates outside normal business hours, including weekends and designated holidays, handling a minimum of 30 000 inbound calls per year, providing live‑operator assistance, meeting strict service‑level targets, and maintaining call recordings and documentation for the contract term. The scope includes routine Tier 1 troubleshooting, password resets, MFA support, account set‑up, and escalation to Tier 2 when necessary, with reporting, compliance (FERPA, CJIS, HIPAA, SOC 2), and transition planning. The contract is a two‑year firm‑fixed‑price agreement with an option to extend two additional years, and the vendor must supply insurance, EEO policy, and required certifications.