RFP-MSP Tier 1 Helpdesk Services

Wharton County Junior College (WCJC) is soliciting proposals for a Managed Service Provider (MSP) to deliver comprehensive Tier 1 Helpdesk Services through a Request for Proposals (RFP). The procurement seeks a vendor to provide 24x7x365 technical support across three service categories: online learning technology, Ellucian Banner systems, and desktop hardware/connectivity support for students, faculty, and staff. The contract will cover an initial three-year period from September 1, 2025, through August 31, 2028, with options to extend for two additional one-year terms. Vendors must demonstrate a minimum of five years of experience supporting higher education environments and possess knowledge of Ellucian Banner and Brightspace systems. The proposal evaluation will be based on a 100-point scale, with 30% allocated to pricing, 20% to support and service specifications, 15% to technical requirements, 15% to supplier qualifications/experience, 10% to vendor references, and 10% to value-added services. Sealed proposals are due on June 26, 2025, at 3:00 PM, with an anticipated board award on July 15, 2025, and an on-site service start date of September 1, 2025.

The solicitation does not explicitly mention specific set-aside designations or restrictions for disadvantaged enterprises. Proposals can be obtained through the Texas Smart Buy website or by emailing buenoc@wcjc.edu, with the solicitation identified under ID 25_000005. While specific budget ranges are not detailed in the documents, the RFP requires vendors to provide headcount-based pricing for the three support categories and potential incident-based pricing. The procurement is open to technology service providers with expertise in higher education IT support, particularly those capable of delivering Level 0 and Level 1 technical support across various platforms and technologies. Proposals must be submitted to the Associate V.P. of Finance/Controller at 911 Boling Highway, Suite A-107B, Wharton, TX 77488, with the Board of Trustees reserving the right to accept or reject any or all bids. The college is identified as an equal opportunity employer, following standard public procurement practices for educational institutional technology support services.