What are the responsibilities and job description for the NCDIT - User Support Technician II position at Buzzclan?
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.
- The max rate for this position is - / hour.
- The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite.
- The equipment can be mailed.
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 technology based 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 non-routine 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 :
Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
Required / Desired Skills
Skill
Required / Desired
Amount
of Experience
Understanding of contact center environment and Service Desk role
Required
Years
Advanced troubleshooting in MS Windows, MS Office suite, network connectivity, mainframe, voice, network printing, email, smartphones & web-based apps
Required
Years
Ability to organize and follow more complex and / or detailed technical procedures.
Required
Years
Capable of resolving routine problems based on existing documentation, training, and resources.
Required
Years
Translate technical issues into understandable terms for non-technical users.
Required
Years
HDI Support Center Analyst, ITILv3 Foundation A certification highly preferred.
Highly desired
Experience with ServiceNow is a plus
Highly desired
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 accept this requirement?
Question2
Please list candidate s email address.
Question3
Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question4
Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question5
Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?
Question6
Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
Question7
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 supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
Question8
Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?
