IT Desktop Support Specialist
5 days ago
Qty: 1
Desired Start Date: 8/28/2023.
End Date: 9/30/2024
Hrs/Wk: 40.00
Clearance Level: Public Trust
Call Center Operations & Infrastructure support - This request is for five technicians to provide support for seventeen call centers. The call center support teams need staff augmentation to maintain their world-class support. Technicians are needed to provide end user technical support, deploy desktop computers, peripherals, and software. The technicians will provide technical support for Video Teleconferencing Systems, Internet Protocol Telephony Systems, software, and systems that support remote work activities. The technicians will be required to identify hardware and software issues and apply the appropriate resolutions.
Duties:
Resource must be proficient with supporting Zoom Chat & Meetings, Windows 10, Microsoft 365 Suite which includes, but limited to: Outlook, Word, Excel, Project, PowerPoint, MS Teams, MS Planner, and One Note. Resource must have strong communication skills with the ability to communicate at all levels with clarity. Resource will provide onsite and remote desktop support for users at seventeen call centers.
Requirements:
- Resource must be proficient with troubleshooting, analyzing, and resolving internal customer software and hardware issues.
- Resource must have the ability to resolve or escalate trouble tickets using automation.
- Resource must have the ability to install and support laptop devices, software, and peripherals.
- Resource must have the ability to support remote and onsite users.
- Resource must have the ability to operationally support multiple applications.
- High School Diploma with 3 - 5 years' experience in technical desktop support, onsite and remote.
- Associate degree with 1 - 2 years of experience preferred.
- The standard work week for staff will be five days a week and eight hours per day with a work week of Monday Friday 8a - 5p.
- Resource must have the ability to work on weekends and after 5:00 PM local time during the week.
- Troy, MI - Enterprise Customer Care Center (ECCC) [Monday-Saturday]
- On a Task-by-Task basis, client may allow for teleworking of resources at their own residences. No guarantees.
- Pass both a client mandated clearance process to include drug screening, criminal history, and credit checks.
- Please note that any usage and detection of cannabis with or without a prescription will result in a failed US Postal clearance regardless of the legalization under State Laws.
- Once candidate's resume is approved and interview passed, the agency is responsible for providing drug screening. Failure to submit the drug screening results will delay the security clearance process.
- If a candidate is given an interim clearance, continuation of employment is then based on the candidate receiving a sensitive clearance.
- All candidates must be a US Citizen or have permanent residence status (Green Card).
- Candidate must have lived in the United States for the past 5 years.
- Cannot have more than 6 months' travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)
- All overtime must be pre-approved in writing by the client manager or his/her designated representative.
- Agency will not be reimbursed for overtime charges without previous written authorization. Authorized overtime will be reimbursed at straight time.
- The enforced dress code is business casual, i.e., collared shirt with slacks for men, no skirts above the knee for women.
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