After Hours Help Desk Support

Arkansas State University seeks a vendor to provide after‑hours Tier 1 IT Help Desk support for its campus community. The contractor will deliver 24/7/365 coverage (including weekends and holidays), handle first‑level troubleshooting, locked‑account assistance, and escalation to higher tiers, and must supply comprehensive reporting, security compliance, and transition/knowledge‑transfer plans. The contract is a firm‑fixed‑price, two‑year base term (Jan 2027‑Dec 2028) with two optional extensions, and the university will evaluate proposals on technical understanding, experience, references, cost, and other criteria. • After‑hours (outside normal business hours) Tier 1 support for desktop, laptop, mobile, applications, network and cloud services • Required communication channels: phone, email, web‑portal/ticketing, optional chat • Mandatory reporting of service metrics, incident trends, and client‑survey results • Vendor must provide EEO policy, insurance, and compliance certifications (FERPA, CJIS, HIPAA, SOC 2) • Fixed‑price contract with optional price escalation at renewal, no price‑only award criterion