Service Support Analyst- Mid Level
2 weeks ago
Contractor DHB IT - User Support Technician - This position is based on Dix Campus in Raleigh, NC and is not eligible for remote work
Position Overview:
This position will assist the NC Medicaid Infrastructure Team Manager in organizing,servicing and deploying computers, Cisco telephone/network, laptops, printers,copiers, scanner, eFax and other technology for the Division of Health Benefits(DHB) employees, contractors, and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.
Salary Rate is based on what a normal State User Support Technician would make: - per hour
Job Specific Responsibilities:
Assist with managing division computers and related equipment and software, includingdeployment and return of desktops, laptops, printers, and all peripherals.
Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating, deactivating,unlocking, and resetting DHB staff NCID accounts. This information creates theoutlook email account for our Active Directory called EADS.
Provide telephone system support for DHB staff including deploying phones to offices and conference rooms, submitting tickets for phone setup for new and existing staff, and trouble-shooting phone issues for DHB staff. State cell phone deployment and management is an important part of this position.
Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.
Knowledge,Skills, and Abilities Required:
Toreceive credit for all your work history and credentials, you must list thei nformation on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all the following:
Excellent verbal and written communication skills
Ability to establish and maintain effective working relationships with coworkers,officials, and the public
Ability to work independently with minimum supervision
Ability to effectively manage multiple tasks and priorities
Capable of resolving routine problems based on existing documentation, training, and resources
Previous working experience providing technical support
Provenability deploying and configuring desktop and laptop computers, and peripheraldevices
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceIT IT Support, troubleshoot,servicing and deploying computers, Cisco telephone/network, laptops, printers,copiers, scanner, eFax and other technologyRequired2YearsActive Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.Required2YearsInventory Management of Hardware, laptops, tablets, network equipment, servers and cell phones.Nice to have1YearsFirst point of contact for troubleshooting and repairs. Excellent customer service, verbal and written communication skills needed.Required2YearsUse of an IT Ticketing System like ServiceNow to resolve requests and document work.Required2YearsProvide telephone system support for DHB staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.Desired2Years
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?Question2All work must be completed on-site. Do you accept this requirement?Question3Candidate must be able to attend an in-person interview. Do you accept this requirement?Question4Please list candidate s email address. Question5Please 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.Question6Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?Question7Vendor 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?Question8Candidates submitted above the rate of - will not be considered. Do you accept this requirement? Question9Payment 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?Question10Please 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?
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