2210 Customer Support Analyst B. Intermediate

FDOT Job 2 210 Customer Support Analyst B. Intermediate

Statement of Work (SOW) 1 Request for Quote Florida Department of Transportation State Term Contract No. 80101507-23-STC-ITS 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 - 6 / 30 / 2025 , 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.

Quotes submitted over the max bill rate will be disqualified.)

VENDOR BILL RATE : It is the responsibility of the vendor to submit rates in accordance with the pre-established rates within the State Contract. These rates can be found at the following address : https : / / www.dms.myflorida.com / business_operations / state_purchasing / state_contracts_and_agreements / state_term_contracts / information_technology_staff_augmentation_services .

Candidate Submission :

FDOT is accepting one (1) candidate submission per vendor to fill the Vacant 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 :

Remote work is not an option for this position.

Work Hours

Flexibility to work hours between 7 : 00 AM & 7 : 00 PM and / or Saturdays, either on a rotation or as part of a regular and on call work schedule.

This position will report to :

FDOT District 4 Headquarters

3400 W. Commercial Blvd.

Ft. Lauderdale, FL 33309

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 :

A. " 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.

B. " Impaired Objectivity " wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity.

C. " 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. 3. Vendor Response will Include : 3.1 Price per hour 3.2 Candidate Resume

Please upload your candidate's resume and any supporting documents, requested (i.e. skills matrix, recommendations, etc.) (maximum file size is 20 MB).

NOTES :

1. Submitting a "video " resume is strictly prohibited and will automatically disqualify your candidate from further consideration. Do not upload a video resume in Ariba OR email a video resume (or link to a video resume) separately to ANY FDOT personnel.

2. PDF or Word doc are the only acceptable formats for resume submission. Resumes submitted in JPG format will be disqualified.

3. Failure to upload a resume at the time of candidate submission will result in quote disqualification. 3.3 Exhibit E : Resume Self - Certification Form

When submitting a response to an RFQ the Contractor shall submit with its response a signed Resume Self-Certification Form (Exhibit E) to the Department for each candidate included in the RFQ response. For a blank form, see the DMS IT Staff Augmentation Contract website.

NOTES :

1. PDF is the only acceptable format for submission of the Exhibit E form. Forms submitted in JPG format will be disqualified.

2. Failure to upload the Exhibit E form at the time of candidate submission will result in quote disqualification.

3. Failure to upload a complete Exhibit E form, with all fields filled in, at the time of candidate submission will result in disqualification. 4 Scope of Services Responsible for software and hardware support of workstation and networking devices. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls . 5 Education Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. 6 Experience Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / troubleshooting skills. 7 Primary Job Duties / Tasks

• Monitors Service Desk queue and resolves support tickets as assigned.
• Documents work performed and resolution(s).
• Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Provides high level of customer service by providing status and information to the customer.
• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• Performs advanced troubleshooting to determine cause of problem.
• Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
• Works with staff on issues outside their areas of responsibility as needed.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
• Oversees, coordinates, and / or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
• Participates on statewide teams, both internal and external to the Office of Information Technology (Client).
• Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
• Shares information and receives feedback from other Client staff as appropriate.
• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
• Installs, maintains, and supports specialized software applications as assigned.
• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
• Works in multiple teams as a team member

8 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.