# Arkansas State University #RFP 27-15

Arkansas State University Seeks After Hours IT Help Desk Support Services

**Posted:** September 15, 2026
**Respond By:** October 14, 2026
**Identifier:** RFP 27-15
**NAICS:** 541513, 561422

Arkansas State University is seeking a qualified vendor to provide After Hours Help Desk Support services for its Information Technology Services (ITS) department.
- Government Buyer:
  - Arkansas State University, Procurement Services (Director: Lisa Glasco)
- Products/Services Requested:
  - After Hours Help Desk Support (Tier 1 IT support for students, faculty, and staff)
    - Service includes incident resolution, escalation, communication, reporting, and compliance with security standards (FERPA, CJIS, HIPAA, SOC 2)
    - Support required outside normal business hours: evenings, weekends, holidays, and overflow during business hours
    - Minimum annual call capacity: 30,000
    - Simultaneous inbound call capacity: 10
    - Maximum wait time: 3 minutes
    - 85-90% of calls must be answered by live operators
    - Bilingual English-Spanish support preferred
    - Minimum staffing: 3 operators and 1 supervisor dedicated to Arkansas State during shifts
    - All calls must be recorded and stored for the contract duration
- OEMs and Vendors:
  - No specific OEMs or named vendors are mentioned; open to all qualified service providers
- Unique/Notable Requirements:
  - Security compliance with FERPA, CJIS, HIPAA, and SOC 2
  - Dedicated operator team for Arkansas State
  - Possibility for contract extension up to four years total
  - Potential for cooperative use by other Arkansas State University campuses
  - Pricing, references, and detailed service performance metrics required in proposals

### Description

Arkansas State University is soliciting proposals for After Hours Help Desk Support services. The contract will be awarded to the vendor who best satisfies the University's needs at the optimum cost and service performance. The scope includes handling a minimum of 30,000 calls annually with specific requirements for call capacity, wait times, and resolution rates. The contract is expected to commence between December 2026 and January 2027, with proposals due by October 14, 2026.

[View original listing](https://kb.astate.edu/books/current-bids-legal-notice-bid-results/page/bids-rfp-and-results)