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2220 Customer Support Technician, A. Entry

Abacus Service Corporation

Celebration, FL

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JOB DETAILS
LOCATION
Celebration, FL
POSTED
30+ days ago
FDOT Job 2220 Customer Support Technician, A. Entry 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 ASAP - 06/30/2028, 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 from vendors for this new 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:
Teleworking is not authorized for this position.

Work Hours:
Flexibility to work hours between 7:00 AM & 6:00 PM Monday - Friday, either on a rotation or as part of a regular and on-call work schedule.

Reporting Location:
1170 Celebration Blvd, Celebration, FL 34747

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:
  1. "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.
  2. "Impaired Objectivity" wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity.
  3. "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 Work
  • Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support. Monitor service ticket queue and resolve tickets as assigned. Document work performed and resolutions.
  • Install, configure, and troubleshoot audio-visual and video conference equipment as assigned.
  • Perform basic network and telephony support. Provide on-site support for remote troubleshooting by other Client technical staff. Travel between FDOT locations required 25% - 40%.
5 Education
High School diploma or equivalent and 1 year of work experience in the installation, maintenance and technical support of workstation hardware. OR 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating systems. OR Technical certifications from workstation training programs such as CompTIA A+ and Net+ may be substituted for 6 months of experience OR Associate degree in from an accredited college or university with at least 25% of the completed coursework in Information
Technology related courses.
6 Experience
Minimum of 1 year of experience in the installation, maintenance, and technical support of workstation hardware.
7 Primary Job Duties/ Tasks
  1. Concentration and desire to work in desktop support.
  2. Configure and deploy Information Technology resources. Includes, but is not limited to, desktop, laptops, printers, mobile devices.
  3. Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures.
  4. Assist in coordinating audio-visual setup and videoconference support.
  5. Assist with annual inventory scanning and equipment surplus.
  6. Install, configure, and update software.
  7. Participate in team projects, meetings and assignments.
  8. Responsible for reading and following the Department's Procedures and Policies.
  9. Responsible for understanding and enforcing the Department's Policies and Procedures.
  10. Responsible for documenting solutions to Technology issues.
  11. Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources.
  12. Perform other related duties as assigned.
  13. Ability to lift up to 50 lbs.
  14. Ability to climb a ladder, squat, stoop, push, crawl, and bend in all types of weather.
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, as 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 the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

About the Company

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Abacus Service Corporation