Description
Arkansas State University seeks a qualified vendor to provide after‑hours Tier 1 IT help‑desk services for its students, faculty, and staff. The vendor will staff a call‑center that answers inbound calls outside normal business hours, handles routine IT issues (password resets, MFA assistance, account set‑up, Canvas, Microsoft, and proctoring software), meets strict service‑level targets, records calls, and retains communication records. The contract is a firm‑fixed‑price agreement with a two‑year base term (Jan 2027 – Dec 2028) and two optional one‑year extensions, and includes mandatory compliance with FERPA, CJIS, HIPAA, and SOC 2.
• Required coverage: 5:01 pm – 7:59 am (Mon‑Fri) plus 24 × 7 on weekends/holidays.
• Minimum staffing: 3 operators and 1 supervisor; operators must be Arkansas‑state focused and may handle other contracts during low‑volume periods.
• Performance metrics: ≤ 3‑minute maximum wait, ≤ 1‑minute hold, 85‑90 % live‑operator answer rate, 65‑70 % first‑call resolution, and all calls must end with resolution or Tier 2 escalation.
• Vendor must supply insurance, EEO policy, certifications, and evidence of compliance with relevant security standards.
• No budget ceiling is disclosed; pricing must be proposed on the official price sheet or an alternate pricing page.