Responsibilities:

• Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
• Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.
• Create/restore workstation (laptop and desktop) images.
• Troubleshoot workstation (laptop and desktop)network (LAN and WLAN) connectivity issues.
• Set up new workstations (laptop and desktop) and printers to access the network.
• Deploy new state procured equipment and software to the existing network.
• Replace existing hardware/software and remove the hardware/software and transport to a specified location.
• Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.
• Troubleshoot issues regarding all hardware and software stated above.
• Install software/hardware on workstations.
• Work in cooperation with the current contractors as well as other MDTA staff.
• Attend internal MDTA staff meetings as requested.
• Update Service Desk requests daily.

Qualifications:

1. At least 3 years providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment
2. At least 3 years troubleshooting PC hardware and software in a Microsoft networked environment
3. At least 3 years Microsoft Active Directory user and device management
4. At least five years’ experience in providing operations and maintenance support to a commercial or government entity with at least 500 users and operating from more than one location.4
5. At least five years’ experience in providing IT resources that are proficient in supporting the Microsoft Windows family of operating systems, including but not limited to Windows 10 and Windows 11 versions.
6. Must demonstrate the extent to which the Customer(s) were satisfied with performance engaged in a five (5) year commitment.

At least 3 years installing and configuring:

• PC operating systems (at a minimum Microsoft Windows 10).
• Server operating systems (at a minimum Microsoft Windows Server2012 or greater).
• Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader
• Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent.
• Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent.

Professional Certifications:

• Microsoft Certified Solutions Expert
• SQL Certified Database Administrator