| FDOT Job 2 210, Customer Support Analyst, B. Intermediate (CO) Statement of Work (SOW) |
| 1 Request for Quote |
| Florida Department of Transportation State Term Contract No. 80101507-23-STC-ITSA |
| 2 Overview |
| 2.1 The Florida Department of Transportation (Department), is requesting resumes and hourly rate quotes for staff augmentation resources meeting the specific Knowledge, Skills, and Abilities (KSAs) listed below. The Department will select the candidate that provides the best overall value to the State, based on skill set and rate. Term : The contract term for this Staff Augmentation position is intended to be 10/01/2026- 6/30/2027 , with possible renewal, based on excellence in work provided, need and budget availability. NOTE : "Term " does not mean the awarded contractor or resource are locked in for the full year any contractor or resource may be terminated for cause, convenience, or funding during the contract term. Candidate Submission: FDOT is accepting ONE (1) candidate submission per vendor for this Vacant position. Rate Increase: Please do not impose a rate increase for any subsequent year of the contract as part of your bid response. This is a firm fixed price and will be increased only at the discretion of the Department, based on consultant job performance and availability of funds. Imposing additional increases will automatically disqualify the candidate submission from consideration. Quote Evaluation: Quotes will be evaluated based on the specifications identified in the scope of services and sub sections below. The eQuote will be awarded to the Contractor who presents a Candidate who demonstrates the best value to the Department based upon the response provided. The submission of additional work samples, or in person interview(s) may be requested at the discretion of the Department. Face to Face Interviews: At the hiring manager's discretion, interviews may be conducted via Microsoft Teams or in person. Telecommuting: This position requires work in the office, no telework is allowed. Work Hours Flexibility to work hours between 7:00 AM & 7:00 PM and/or Saturdays, either on a rotation or as part of a regular and on-call work schedule. This position will report to: FDOT Central Office, Burns Building 605 Suwannee Tallahassee, FL 32399 Conflict of Interest Statement: To prevent any bias, unfair competitive advantage, conflict of interest, or the appearance of impropriety, Vendor employees must not have been directly or indirectly involved in the development of the Scope of Services or related solicitation documentation for which the Vendor is preparing a bid. If the Vendor employee worked in conjunction with the Department on the development of the solicitation document, the Vendor is disqualified from submitting a bid for this solicitation. The Vendor personnel assigned to other Department projects outside this Agreement, shall hold and maintain any confidential information that could benefit the Vendor on future solicitations in strictest confidence. The Department will avoid Organizational Conflict of Interest through mitigation efforts in three categories: A. " Unequal Access " wherein an unfair competitive advantage surfaces when a Vendor obtains information not generally available to other competitors, and where such information would assist them in winning the contract over their competitors. B. " Impaired Objectivity " wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity. C. " Biased Ground Rules " wherein the Vendor is writing the SOW, performing systems engineering, or providing technical direction efforts. Need help with MFMP ? Contact the MFMP Customer Service Desk at 866-352-3776 if you have any questions regarding application functionality. |
| 4 Scope of Services |
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| 5 Education |
| High School diploma or equivalent. |
| 6 Experience |
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| 7 Primary Job Duties/ Tasks |
Intermediate professional level role. The duties of this position can be broad and will include
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| 8 Job Specific Knowledge, Skills, and Abilities (KSAs) |
| 1. Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment 2. Advanced knowledge of computer software, hardware, and firmware relative to personal computers, local area network/wide area network environments 3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware 4. Ability to do advanced troubleshooting on various manufacturers of computers 5. Ability to plan, organize, manage and track projects 6. Ability to communicate effectively both verbally and in writing 7. Ability to read, understand, and comply with the department's policies |
| 9 General Knowledge Skills and Abilities (KSAs): |
| The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas: 1. Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step. 2. Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others. 3. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem. 4. Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis. 5. Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others. 6. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others 7. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations. 8. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly. 9. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team. 10. Quality Assurance: Knowledge of ideologies, techniques and tools for quality assurance and control. The ability to put ideologies, techniques, and tools into practice. |
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| Location | Tallahassee, FL |
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