2nd Level Support, Asset Management, Asset Management Software, Authentication, Best Practices, Computer Maintenance, Computer Science, Computer Systems, Customer Retention/Renewal, Customer Support/Service, Enterprise Applications, Establish Priorities, Funding, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Inventory Management, Inventory Reports, Knowledge Management, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Onboarding, Problem Solving Skills, Quality Management, Reconciliation, Resolve Customer Issues, ServiceNow, Technical Support, Time Management
The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.
Essential Duties and Responsibilities:
Incident, Request & Problem Management
Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
Monitor ticket queues and ensure timely follow-up and closure.
Identity & Access Management
Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
Assist with onboarding, offboarding, and access provisioning activities.
Hardware Asset Management
Receive, inventory, assign, track, and recover IT assets.
Maintain accurate hardware inventory records within ServiceNow Asset Management.
Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
Assist with inventory audits and asset reconciliation.
Minimum Qualifications
High School Diploma or GED.
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
Preferred
Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
Experience supporting state or local government environments.
Experience supporting:
Microsoft Windows 11
Microsoft 365
Microsoft Teams
Microsoft Outlook
Microsoft Entra ID (Azure AD)
Active Directory
Microsoft Intune
Windows Autopilot
ServiceNow
Cisco Webex
VPN technologies
Multifactor Authentication (MFA)
Network printers
Hybrid cloud environments
Hardware Asset Management (HAM)
Basic Software Asset Management (SAM)
Required/Desired Skills | Skill | Required /Desired | Amount | of Experience |
|---|
| Two (2) years of experience providing technical support in a Help Desk or Service Desk environment. | Required | 2 | Years |
| Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD | Highly desired | 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 agree to this requirement? |
| Question2 | What is your candidate's email address? |
| Question3 | If selected for engagement, your candidate's hourly Pay Rate must be at least $27.50. Your candidate can be paid more; however, the hourly SRP Rate cannot exceed $37.01 Do you agree to these requirements? |
| Question4 | The maximum mark-up for this engagement's SRP rate is XX%. To be competitive on pricing, a mark-up below the XX% threshold is suggested. Do you agree to propose a mark-up at or below XX%? |
| Question5 | This assignment is contingent upon customer renewal and availability of adequate funding. Do you agree to this requirement? |
| Question6 | If selected for engagement, your candidate will be expected to start no later than 2 weeks (10 business days) after the client's selection date? Do you agree to this requirement? |
| Question7 | Your candidate must be local to metro Atlanta area. Do you accept this requirement? |