RFP-MSP Tier 1 Helpdesk Services

Background
Wharton County Junior College (WCJC) is a public, two-year comprehensive community college that aims to serve a diverse population through various educational programs and services. The college operates across multiple campuses and offers courses in Wharton, Sugar Land, Richmond, Bay City, and El Campo. The mission of WCJC is to help students achieve their educational goals.

This RFP seeks proposals for MSP Tier 1 Helpdesk Services to enhance the college's IT support capabilities.

Work Details
The selected vendor will provide 24/7/365 helpdesk services categorized into three main areas:

1) Support for online learning technology for students and faculty using Brightspace;
2) Assistance with Banner by Ellucian and related systems for all users;
3) Desktop hardware and software support.

The vendor must establish a Service Center that acts as the first point of contact for technical support, manage service requests through an ITSM software (TeamDynamix), and ensure high customer satisfaction with defined service level agreements (SLAs). Key responsibilities include answering calls with live technicians, logging service requests, resolving Level 0 and Level 1 tickets, and escalating more complex issues to the college's IT staff. The vendor must also provide training for their staff on WCJC's systems and maintain compliance with relevant regulations.

Period of Performance
The contract will commence on September 1, 2025, and will last for an initial three-year period until August 31, 2028, with options to extend for two additional one-year terms upon mutual agreement.

Place of Performance
Services will be performed at Wharton County Junior College campuses located in Wharton, Sugar Land, Richmond, Bay City, and El Campo.

Bidder Requirements
Vendors must have a minimum of five years' experience in providing helpdesk services to higher education institutions. They are required to demonstrate knowledge of supporting educational ERP systems like Banner by Ellucian and Brightspace. Vendors must ensure that all support staff pass background checks and are fluent in English; secondary language capabilities may be considered advantageous. Additionally, vendors must comply with ADA requirements and have their operations based within the United States.