Information Technology Help Desk Support Services

The Vendor is required to provide IT Service Management (ITSM) platform, TeamDynamix, to accurately log all incoming incidents and service requests received via phone.
- Providing 24x7x365 Tier 1 phone-based technical support to the university community.
- Customers will require assistance with the following, but not limited to:
•    Authentication and identity support through password resets and multi-factor authentication (MFA)
•    Device and platform technology support for university managed endpoints including computers, laptops, tablets, and mobile devices with windows 10+, macos 13+, iOS, and android operating systems including issues in offices, classrooms, meeting spaces, and remote locations
•    Communication and collaboration tool support for outlook (email), Microsoft teams, zoom
•    Learning management system support for blackboard ultra
•    Instructional technology support for software such as poll everywhere, mirror360, padlet, and voice thread
•    Assist with basic issues related to projectors, document cameras, audio systems, displays, and extron control panels (preferred but not required). Staff should answer what they can using the knowledge base and escalate more complex issues as needed. Each classroom is equipped with a phone that connects directly to the service center. If a call is received, the issue will be triaged and routed to the appropriate support team.
•    Software application support through assistance with commonly used academic tools such as adobe creative suite, SPSS, maplesoft maple, ArcGIS, logger pro, and pycharm
•    University resident student specific support on behalf of the resnet office for the following services: wepa print management solution, xfinity on campus, resnet cinema, wired and wireless networks, and gaming connectivity.
- The university uses extron control panels for more than 250 classrooms and meeting space locations across our four campuses. 
- This enables remote audio-visual support for all the technology classrooms and technology-enhanced meeting spaces on campus.
- Service requirements:
•    Support interactions will be managed by skilled, us-based support technicians and engineers.
•    Support interactions must be answered within 60 seconds, with a target first call resolution (FCR) rate of 85% or higher.
•    Any issues that cannot be resolved will be escalated to the onsite team through the ticket or by phone call depending on the issue's urgency.
•    Escalation protocols must be documented and agreed upon prior to the go-live service launch.
•    Awarded supplier must provide monthly performance dashboards and quarterly business reviews (QBRS) in a timely and consistent fashion which include support interaction volumes, resolution metrics such as average time to answer, average handling time, average hold time, etc., and customer satisfaction trends.
•    Recorded samples of customer support interactions will be made available for training and coaching when needed.
•    Regular meetings with the customer representative or other similarly titled individual working on behalf of the awarded supplier and the university account.
- The expectation is to provide 24x7x365 technology service center phone support to the university community.
- IT provides walk-in support, electronic support (email/chat), and telephone support for both the main line and Service Center, which is staffed Monday through Friday from 9am – 4pm, with modified hours during breaks and closures.

- Contract Period/Term: 4 years
- A pre-bid conference Date: September 19, 2025
- Questions/Inquires Deadline: September 26, 2025