Address
Form of workJob Description
The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team.
**This is a remote position.
The DIT Service Desk is the 24 7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology based systems located throughout the state agencies and universities, as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.
Required Experience:
- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of call center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures.
- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.
Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceExperience providing excellent customer service skills using ITIL methodology Required2YearsExperience working in a call center environment and Service Desk role Required2YearsServiceNow experienceDesired0HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred Highly desired0Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365 Required2YearsTroubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.Required2Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?Question2Please list candidate s email address. Question3Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.Question4Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?Question5Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?Question6Candidates submitted above the rate of $$$ will not be considered. Do you accept this requirement? Question7Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?Question8Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?
**This is a remote position.
The DIT Service Desk is the 24 7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology based systems located throughout the state agencies and universities, as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.
Required Experience:
- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of call center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures.
- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.
Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceExperience providing excellent customer service skills using ITIL methodology Required2YearsExperience working in a call center environment and Service Desk role Required2YearsServiceNow experienceDesired0HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred Highly desired0Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365 Required2YearsTroubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.Required2Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?Question2Please list candidate s email address. Question3Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.Question4Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?Question5Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?Question6Candidates submitted above the rate of $$$ will not be considered. Do you accept this requirement? Question7Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?Question8Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?
