ID-SBOE - Technical End User Support

Job Description

Job Description

This position provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system / networking support for end users.

IMPORTANT NOTES :

1 - This is a SHORT TERM position . The position is funded for a 3-month duration. While there is a possibility the position will extend beyond that 3-month term, candidates should understand and accept that this may only last for the 3-month duration initially budgeted.

2 - This is a FULLY ONSITE position - because it's fully onsite and short-term, only local candidates should be submitted .

This position with the Idaho Office of the State Board of Education (OSBE) provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system / networking support for end users.

The role will primarily involve :

• Supporting Windows-based machines (Windows 10 & 11)
• Basic Active Directory user management
• Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment
• Assisting with basic phone system usage (state phone system, Cisco-based)
• Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms

Job Duties include, but are not restricted to :

Identify, research, and resolve technical problems.

Respond to telephone calls, email, ticketing system and personnel requests for technical support.

Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.

Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom

Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems.

Excellent customer service and ability to de-escalate tense situations.

Minimum Qualifications :

Install and support Windows environments

Experience using ticketing system

Strong organization, problem solving and multi-tasking skills

Sensitive to confidential information

Able to pass a fingerprint background check.

Strong sense of customer service and professionalism, even in a sometimes-stressful environment

Ability to complete assigned tasks individually, as well as work cooperatively

Preferred Qualifications :

Knowledge of Microsoft Azure / Entra AD

Experience working in virtualized environments

Required / Desired Skills

SkillRequired / DesiredAmountof ExperienceProfessional experience in a technical end-user support role providing in-person desktop support AND remote support via phone, email, etc.Required2YearsExperience providing end user support on Windows-based machines (Windows 10 & 11)Required2YearsExperience with basic Active Directory user management for end user supportRequired2YearsExperience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.) for end usersRequired2YearsExperience assisting with basic phone system usage for end users (state phone system is Cisco- based)Required2YearsExperience working with a help desk ticketing systemRequired2YearsExperience providing basic networking support for end users (for example troubleshooting connectivity issues)Required2YearsExperience with hardware / software installation and support and imaging Required2YearsExperience with M365 supportDesired0Experience working in virtualized environments (MS Azure / Entra AD)Desired0Exceptional communication skills required - candidates must exude professionalism even in stressful situationsRequired0

Questions

No.QuestionQuestion1Absences 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?Question2What is your candidate's email address?Question3Have you completed and submitted the Right to Represent form, making sure to do so exactly as instructed? The form is located at https : / / www.cai.io / media / documents / msp / id / idaho_e - rtr_template.doc.Question4Candidates submitted above the hourly Vendor Rate of - will not be considered. Do you agree to this requirement? Rate tab MUST be completed correctly at time of candidate submittal or candidate will not be considered for screening.Question5If your candidate has a LinkedIn profile, please respond to this question with a link to that profile.Question6This is a SHORT TERM role budgeted for a 3-month duration to assist while a permanent team member is out on leave. While there is a slight chance the position will get extended, candidates submitted MUST be comfortable with the fact that this may only end up being a 3-month position. Please confirm you have discussed this short-term duration with your candidate and they are comfortable being submitted for this short-term position.Question7Position is FULLY ONSITE. Remote work will NOT be considered in this role. Because of this and the short-term duration, only local candidates should be submitted for consideration. Question8Please SPECIFY the CITY and STATE in which your candidate is CURRENTLY located (if not specified or if location specified is determined to be untrue at any point during the screening / interview / onboarding process - INCLUDING DURING BACKGROUND CHECK WHICH WILL CONFIRM TRUE ADDRESS - your candidate will not be considered / will be removed from consideration for the position). Question9All candidates submitted MUST be able to attend an IN-PERSON interview at the client location if selected to interview. Please confirm you have discussed this with your candidate and they are able to make an in-person interview if selected by the client for an interview. Question10All work history and education listed on resume will be verified during the background check process for your candidate. If background check shows any history has been falsified, candidate will be removed from consideration. Please confirm you have discussed this with your candidate, both you and the candidate understand this, and information presented on resume is true and accurate. Question11In addition to the contractually required compliance items that must be completed by the vendor, the selected candidate must also complete an additional fingerprint background check that will be completed by the state agency. Candidate can begin work while fingerprinting check is being processed, as long as the required checks run for compliance have come back clear. Continued employment will be contingent on the fingerprint check coming back clear. Confirm you have discussed this with your candidate. Question12Please prepare your candidate that they may receive a screening call from someone at CAI at any point between the time of submittal through close of business, Friday, 3 / 7, to discuss their qualifications for this position. Please MAKE SURE THEY ARE PREPARED FOR THIS CALL and are PREPARED TO GIVE US YOUR COMPANY's NAME as the vendor that submitted them for this position. Please confirm you have discussed this with them and they will be prepared for a potential screening call from CAI.