Junior Helpdesk Specialist

2 weeks ago

Baltimore, United States TechNix LLC Full time
Job DescriptionJob Description

Position: Junior Helpdesk Specialist

Duration: 3-year base period with two (2) one-year option periods, commencing from the Notice to Proceed (NTP) Effective Date.

Location: Baltimore, MD (Onsite from Day 1)

Summary Statement:

The Maryland Department of Transportation (MDOT) is issuing this CATS+ TORFP on behalf of the State Highway Administration (SHA) Office of Information Technology (OIT) is issuing this CATS+ Task Order Request for Proposals (TORFP) in order to procure the services defined in this section as specified in this TORFP, from a task order between the successful master contractor and the State Highway Administration to obtain the services of one Master Contractor to provide twenty-five resources. These resources shall be highly qualified to provide services and support to SHA IT systems, operations, maintenance, management, as well as the support of SHA's IT infrastructure and associated technologies.

RESPONSIBILITIES AND TASKS:

General Responsibilities of Helpdesk Specialist (Junior)

  • The TO Contractor personnel shall participate in enhancing the service desk knowledge base. Participation can include but is not limited to the following tasks:
  • Monitor industry standard service desk, including phone calls, email, and service desk
  • Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriate Tier 2 and Tier 3 support.
  • Document and communicate information to develop templates based on user calls to the Service Desk Manager. Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.
  • Assist in enhancing documentation for Tier 2 and Tier 3 routing.
  • Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.
  • Attend staff meetings, as well as other meetings, as required.
  • Ensure SHA OIT's SOP, policies and procedures are followed.

Additional Tasks

  • To Contractor personnel shall be responsible for knowledge transfer activities such as background and status update meetings, background and status update emails, or job shadowing occurring on the reassignment of a project resource from one task/project to another (either permanent or temporary transfer).
  • To Contractor personnel shall attend network section, desktop section, service desk or IT liaison meetings and other meetings upon request.
  • To Contractor personnel shall assist in review and/or recommendations of hardware and/or software evaluations including Commercial off the Shelf (COTS) software, as needed.
  • To Contractor personnel shall assist in research efforts supporting the operations division, as needed.

Requirement Helpdesk Specialist (Junior)

  • At least two (2) years of experience in the following technical areas:
  • Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
  • Troubleshooting applications like Microsoft Office, Outlook, Active Directory, remote access.
  • Using a knowledge base to identify and troubleshoot issues.
  • Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.

Required Offeror Experience:

The following experience is preferred and will be evaluated as part of the TO Technical Proposal.

  • Offeror shall demonstrate at least five (5) years' experience providing three (3) or more Network Engineer (Senior).

Preferred Personnel Experience:

The following experience is preferred and will be evaluated as part of the TO Technical Proposal.

  • Offeror shall demonstrate experience in providing help desk, end user, and infrastructure support resources in a prior engagement within the last 3 years.
  • Offeror shall demonstrate prior experience rapidly responding to a work order for additional resources at an ongoing engagement.
  • Offeror shall demonstrate the extent to which the Customer (s) were satisfied with Offeror's performance engaged in a five (5) year commitment.

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