What are the responsibilities and job description for the DBHDS - Technical Support Analyst 2 position at Cyber Resource Provider LLC?
Job Details
Engagement Type
Contract
Short Description
DBHDS Tech Support
ON SITE REQUIRED: 4 days a week.
Complete Description
4 days /week ON SITE required (One remote/week)
Parking is NOT provided for contractors
ABOUT THE ROLE
This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access and optimal system performance
- Act as a first point of contact for providing technical support to all areas within the organization.
- Provide telephone, walk-in, and e-mail support to the Help Desk Field\\Faculty\\Staff Help Desk, as needed.
- Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
- Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
- Triage and route advanced second and third tier requests to the appropriate technical personnel.
- Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Required/Desired Skills
| Skill | Required/Desired | Amount | of Experience |
|---|---|---|---|
| Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions. | Required | 3 | Years |
| Ability to explain technical concepts in simple terms to non-technical users. | Required | 3 | Years |
| A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious. | Required | 3 | Years |
| Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now. | Required | 3 | Years |
| The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions. | Required | 3 | Years |
| Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer. | Required | 3 | Years |
| Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP). | Required | 3 | Years |
Questions
| Description | |
|---|---|
| Question 1 | Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment? |
| Question 2 | Please list candidate's email address. |
| Question 3 | In what city and state does your candidate currently reside? |
| Question 4 | Role requires the candidate to be ON SITE 4 days/week (and parking is NOT provided for contractors). If selected, does your candidate agree to this arrangement? |
| Question 5 | Can your candidate pass a National criminal background check? Pls ask them. Passing the criminal check is a condition of the offer. |
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