Under broad supervision, provides assistance to the Georgia Dept. Community Affairs computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email or from remote locations. May serve as lead worker.
Reporting to the IT Client Services Manager, Helpdesk Representative III is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates and controls Tier I and Tier II services offered at the Department of Community Affairs (DCA).
The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.
Primary Responsibilities:
Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise. Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations. Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations. Responds to internal and external client concerns both remotely and to provide desk side support as well. Receives additional training as required, to gain full proficiency and experience in all areas. May perform clerical duties in support of the unit. Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.
Provided documented service procedures for all resolutions.
Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems
(e.g., business and/or custom applications, devices).
Demonstrate experience designing, installing and supporting workstations, and agency IT systems
environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5,
Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products
(Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or
newer, etc.).
Perform printer installations and toner replacement activities.
Proactively provide KPI reports, and documentation on systems / application operations using Microsoft
Office (Word, Excel, or PowerPoint)
Minimum Qualifications:
Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients,
questions, complaints, and/or providing information. Bachelor s Degree from an accredited college or
university in a computer related field i.e. Computer Information Systems or Computer Science is a plus.
Demonstrate excellent interpersonal, oral and written communication skills.
Imaging machines (Dell/Win 10) and Inventory Management experience is desired
Demonstrated experience working in ITIL Service Management organization is a plus.
Additional Skills:
Technically competent with knowledge of systems management, development and implementation methods
and infrastructure.
Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a
plus. CCNA (Cisco Certified Network Associate).
Excellent problem-solving skills required.
Qualifications:
Vocational/Technical degree in computer applications, computer technology or a closely related area from an
accredited college AND One year of experience providing software of hardware customer support
OR High school diploma or GED AND Two years of experience providing software or hardware customer
support of technical assistance to computer users
OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Desktop Support - Windows 7/10, Office 365, Adobe Professional | Required | 2 | Years |
| Active Directory | Required | 2 | Years |
| SharePoint Support | Highly desired | 2 | Years |
| Printer support, including toner replacement, and Print server administration | Required | 2 | Years |
| Service Now incident reporting | Highly desired | 2 | Years |
| Desktop Imaging Management | Required | 2 | Years |
| Inventory Management and Support | Required | 2 | Years |
| Good customer service, personable desk side engagement, and overall good customer support interaction | Required | 2 | Years |
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 that will be used when submitting E-RTR. |
| Question3 | Candidate must be paid AT LEAST NA if selected for engagement. Candidate can be paid more; however, the SRP cannot exceed NA. Do you accept this requirement? |
| Question4 | The maximum mark-up for this engagement s SRP is %. To be competitive on pricing, a mark-up below the % threshold is suggested. Do you agree to propose a mark-up at or below %? |
| Question5 | This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement? |
| Question6 | The selected candidate will be expected to start their engagement no later than 2 weeks (10 business days) from the client s selection date. Do you accept this requirement? |
| Question7 | Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement? |