Responsibilities and Tasks

Service Desk and Desktop/Field Support

A. 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.

B. 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.

C. Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.

D. Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.

E. Create/restore workstation (laptop and desktop) images.

F. Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.

G. Set up new workstations (laptop and desktop) and printers to access the network.

H. Deploy new state procured equipment and software to the existing network.

I. Replace existing hardware/software and remove the hardware/software and transport to a specified location.

J. Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.

K. Troubleshoot issues regarding all hardware and software stated above.

L. Install software/hardware on workstations.

M. Work in cooperation with the current contractors as well as other MDTA staff.

N. Attend internal MDTA staff meetings as requested.

O. Update Service Desk requests daily.

P. Assist in the development of installation instructions/standard operating procedures for applications.

Q. Perform other related duties as assigned by MDTA Division of Information Technology management.

Qualifications:

Personnel shall have at least three (3) years’ experience in each of the following:

A. Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment

B. Troubleshooting PC hardware and software in a Microsoft networked environment

C. Microsoft Active Directory user and device management

D. Repairing, installing, upgrading, and reconfiguring:

1. PCs

2. Laptops

3. Stand-alone and networked printers

4. Stand-alone and networked scanners

5. Modems

E. Installing and configuring:

1. PC operating systems (at a minimum Microsoft Windows 10).

2. Server operating systems (at a minimum Microsoft Windows Server 2012 or greater).

3. Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader

4. Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent.

5. Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent.

Duties:

Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Education:

A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.

General Experience:

This position requires a minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields.

Specialized Experience:

At least two (2) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude.

Substitution of Education for Experience

A bachelor’s degree or higher may be substituted for the general and specialized experience for those labor categories requiring a High School Diploma. A master’s degree may be substituted for two years of general and specialized experience for those labor categories requiring a bachelor’s degree. Substitution shall be reviewed and approved by the State at its discretion.