HELP DESK SERVICES
Objective. The Maryland Educational Enterprise Consortium (MEEC), a non-profit
consortium of the University System of Maryland (USM or University), is soliciting
proposals for comprehensive help desk services including, but not limited to, management and
staffing learning management systems; PeopleSoft, Banner, Colleague or other ERP system(s);
MS Office Suites portals for students, faculty, and staff; enrollment management and student
services call centers; and technical support to other applications for students, faculty and staff of
MEEC members in good standing. The resulting contract(s) will be primarily for Level 1 Help
Desk, however, some MEEC members may also elect to utilize these contracts for Level 2
support. [See Section 2 for sample application/systems and user support breakout.] The selected
contractor(s) will work with the buying MEEC member in developing, managing, and staffing
the applicable need for support to assist prospective students, current students and faculty as
determined by the buying MEEC member. As well, MEEC may add other institutions or
applications during the term of the contract(s). The contractor(s) must have a successful record
of assisting organizations achieve their goals through comprehensive help desk technical and
functional support. MEEC is looking for strategic partner(s)sophisticated, highly integrated
full-service Contractor(s) with strong expertise and a proven, results-oriented background in help
desk services for a variety of products and types of support to a large and diverse group of
educational customers. During the term of the contract, it is expected that the provider(s) of
Help Desk Services be able to adapt and grow in its support offerings with minimal or no
additional cost as new technology and products are added to the education environment. A firm
with mid-Atlantic region experience is preferred. The Contractor(s) must be headquartered with
its primary geographical location(s) in the continental United States. Economic benefit to the
State of Maryland is also highly desirable.
