NCDIT - Specialist- Junior

The User Support Technician II (Service Technician II) is an essential role on the Service Desk as it is dedicated to handling advanced troubleshooting for state and local employees private businesses schools and North Carolina citizens.

• This is a remote position.
• The max rate for this position is / hour.

The DIT Service Desk is the 24 7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II s provide consultation elevated support and / or advanced instruction to users of hardware software operating systems telephony unified communications mainframe identity management networking and other information technologybased systems located throughout the state agencies and universities as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone email and tickets working under general supervision of the Service Desk management team. Responsible for researching / analyzing issues / problems and soliciting relevant information from users to describe nonroutine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays as needed.

Required Experience :

Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application using ITIL methodology.

Enhanced computer literacy is required.

Understanding of call center environment and Service Desk role.

Experience with ServiceNow is preferred.

HDI Support Center Analyst ITILv3 Foundation A certification highly preferred.

Effective communication skills (verbal and written) including proficient typing grammar and spelling skills are required.

Advanced troubleshooting and problemsolving skills in Microsoft Windows 7& 10 Microsoft Office suite O365 desktop hardware / software network connectivity network printing email smartphones and webbased applications.

Ability to organize and follow more complex and / or detailed technical procedures.

Capable of analyzing and resolving routine problems based on existing documentation training and resources.

Working knowledge of technology principles and terminology associated withthe work unit and ability to integrate in identifying problems or solutions.

Demonstrated sense of ownership reliability and urgency.

Ability to establish proactive relationships with customers includingproviding education to customers as appropriate. Able to convey ideas onnonroutine subjects clearly.

Proficient in translating technical issues into understandable terms fornontechnical users.

Minimum Education and Experience Requirements associate degree in computerinformation technology computer technology Integration networking technologyor related curriculum from an appropriately accredited institution; and 24years of related work experience; or an equivalent combination of education andexperience. Degrees must be from appropriately accredited institutions.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

IT Service Desk experience

Required

Years

Excellent customer service and interpersonal skills

Required

Years

Experience supporting voice and working with 3rd party service providers

Required

Years

Experience using ServiceNow and Nice CXOne

Required

Years

Excellent written and verbal skills

Required

Understand customer needs and how to prioritize work

Required

Strong computer skills .

Required

Questions

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

All work must be completed onsite. Do you agree to this requirement

Question3

Your candidate must be able to attend an inperson interview. Do you agree to this requirement

Question4

What is your candidates email address

Question5

How soon can your candidate start if selected for this opportunity

Question6

Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req

Question7

Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor Please be sure to notify a CAI Account Manager if your candidates employee status changes.

Question8

Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country

Question9

Candidates submitted above the hourly Vendor Rate of may not be considered for this assignment. Do you agree to this requirement

Question10

Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement

Question11

Have you thoroughly validated and attest to the accuracy of the credentials listed throughout your candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS009440

Key Skills

Sales Experience,Crane,Customer Service,Communication skills,Heavy Equipment Operation,Microsoft Word,Case Management,OSHA,Team Management,Catheterization,Microsoft Outlook Calendar,EHS

Employment Type : Full Time

Experience : years

Vacancy : 1