The Help Desk Level 2 consultant will resolve elevated technical and procedural problems to support internal and external users. Excellent communication skills and computer knowledge is preferred.
NOTE: All training will be conducted on premises. Training on the AOC procedures and system will be provided. HOURS: Monday- Friday: 8: am to 4: pm
After Training: 3 Days Onsite, 2 days remote: Tuesday, Wednesday or Thursday 9:00 - 5:00 with 1 hour unpaid lunch.
The Help Desk Manager will have experience resolving elevated technical and procedural problems to support internal and external users. Candidate must have EXCELLENT COMMUNICATION.
The ideal Helpdesk Level 2 Consultant will have knowledge and experience supporting and troubleshooting various Microsoft applications. The selected candidate will be responsible for assisting the customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred.
Role:
The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.
They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.
The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.
The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 10, Server 2019, Active Directory and experience using Microsoft Excel, Word, and Visio. This position will also provide technical support for Mainframe Applications (training on these systems will be provided).
Qualifications and Skills Desired:
Graduation from an accredited college or university with a Associates Degree in a field related to computer science, information technology
Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to semester hour credits.
Responsibilities:
Maintain a working knowledge of Help Desk and IT Operations procedures.
Log all incoming problems and requests and actions taken to resolve them.
Provide first response help desk support to all customers and users.
Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
Provide support for AOC business applications.
Provide follow-up status to end-users in accordance with specified support policies and procedures.
Ensure closed problems are adequately documented.
Assist with other tasks as assigned by management.
Notify management of all major incidents, problems immediately and with confidentiality.
Conduct quantitative and qualitative research related to processes, programs and projects.
Update Solutions Knowledgebase and Documentation
Work with management on new projects, as assigned.
Provide support to other units and/or divisions when called upon.
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Professional Experience working in IT Tech | Required | 3 | Years |
| Experience working at a call center creating and troubleshooting tickets | Required | 2 | Years |
| Experience developing technical documentation for customers | Required | 1 | Years |
| Experience as a technical HW and SW Level 2 resource for internal staff | Required | 2 | Years |
| Experience performing desktop support either remote or in-person | Required | 2 | Years |
| Experience providing HW support for desktops / laptops to customers | Required | 2 | Years |
| An Associate's Degree in any field from an accredited college or university | Required | 0 | |
| Experience with State Government | Desired | 0 | |
Questions
| No. | Question |
|---|
| Question1 | Absences 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? |
| Question2 | Please list candidate's email address |
| Question3 | Do you agree to the maximum hourly Vendor of NA (excluding the Efficiency Fee)? |
| Question4 | Where is the candidate currently geographically located? |