Service Support Analyst- Mid Level

Typical Experience : 3660 months

Contractor DHB IT User Support Technician This position is based on Dix Campus in Raleigh NC and is not eligible for remote work

Position Overview :

This position will assist the NC Medicaid Infrastructure Team Manager in organizingservicing and deploying computers Cisco telephone / network laptops printerscopiers scanner eFax and other technology for the Division of Health Benefits(DHB) employees contractors and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.

Salary Rate is based on what a normal State User Support Technician would make : XX45 per hour

Job Specific Responsibilities :

Assist with managing division computers and related equipment and software includingdeployment and return of desktops laptops printers and all peripherals.

Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating deactivatingunlocking and resetting DHB staff NCID accounts. This information creates theoutlook email account for our Active Directory called EADS.

Provide telephone system support for DHB staff including deploying phones to offices and conference rooms submitting tickets for phone setup for new and existing staff and troubleshooting phone issues for DHB staff. State cell phone deployment and management is an important part of this position.

Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.

Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.

KnowledgeSkills and Abilities Required :

Toreceive credit for all your work history and credentials you must list thei nformation on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all the following :

Excellent verbal and written communication skills

Ability to establish and maintain effective working relationships with coworkersofficials and the public

Ability to work independently with minimum supervision

Ability to effectively manage multiple tasks and priorities

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

Previous working experience providing technical support

Provenability deploying and configuring desktop and laptop computers and peripheraldevices

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

IT IT Support troubleshootservicing and deploying computers Cisco telephone / network laptops printerscopiers scanner eFax and other technology

Required

Years

Active Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.

Required

Years

Inventory Management of Hardware laptops tablets network equipment servers and cell phones.

Nice to have

Years

First point of contact for troubleshooting and repairs. Excellent customer service verbal and written communication skills needed.

Required

Years

Use of an IT Ticketing System like ServiceNow to resolve requests and document work.

Required

Years

Provide telephone system support for DHB staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.

Desired

Years

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

All work must be completed onsite. Do you accept this requirement

Question3

Candidate must be able to attend an inperson interview. Do you accept this requirement

Question4

Please list candidate s email address.

Question5

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.

Question6

Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement

Question7

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

Question8

Candidates submitted above the rate of XX47.51 will not be considered. Do you accept this requirement

Question9

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

Question10

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 ITS009440. Do you confirm