Helpdesk Support

Greetings from Sligo Software Solutions, Inc. !!

This is Praveen from SLIGO. We have an urgent requirement for Helpdesk Support position with our client.

Title : Helpdesk Support

Location : Los Angeles, California

Duration : 4 months 29 day(s)

Client : Sligo Software Solutions - Los Angeles Department of Buildings & Safety

Job ID: SLG - 19 - 9826

Respond by: 09/11/24 3:00 PM

Job Title: Helpdesk Support Analyst

Location: Los Angeles, CA, United States (Hybrid)

Duration: 5 Months

Description

The LADBS Technology Services Bureau (TSB) has a need for one (1) End User Compute Install (Hardware) contractor to assist Systems staff with day-to-day operations involving technical support such as troubleshooting application and hardware issues; serving as a customer engagement expert through our Help Desk hotline; and in the deployment of computer equipment to LADBS Staff.

Working with LADBS TSB staff, the Contractor will assist in providing technical support for the Department's hardware and operating systems; augmenting TSB staff during troubleshooting, deployment, and maintenance of computer, network, and communications hardware. The Contractor will assist TSB staff in supporting LADBS and other City staff of all levels, including the professional and technical staff of the Application Services and Customer Engagement Divisions, outside contractors, and the public. Additionally, the Contractor will work with staff to provide resources for testing, monitoring, and supporting applications. When assigned to assist with the Help Desk hotline, the Contractor will provide responsive, technical support to internal and external customers through various means, including telephone, email, text, and chat communication.

Work Products and Outcomes

Contractor shall meet the following key high-level work products and outcomes:

• Function as a subject matter expert on desktops, laptops, applications, and systems integration.
• Provide customer service via the TSB Systems Help Desk to all levels of City staff and public customers.
• Install and replace basic computer hardware components.
• Maintain inventory of all assets and perform updates to the asset management database.
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance in Microsoft Active Directory.
• Responsible for the loading, unpacking, installation, configuration, and maintenance of desktop and laptop hardware, including proprietary office and Internet related applications.
• Work directly with the Technology Infrastructure team to evaluate hardware configuration and assist in their installation and modification.
• Other related tasks identified by LADBS.
  
  

Project Goals And Objectives

• Reduce customer wait times
• Improve turnaround times
• Improve employee skill and satisfaction
• Improve customer satisfaction
• Increase customer advocacy
• Increasing customer loyalty
• Promote self-service and increase efficiency
• Humanize the customer experience
  
  

Task List

• Provide IT support to City staff of all levels and the public in
• day-to-day operations
• Assist with the deployment, installation, and set up of hardware for the Department
• Provide excellent customer service while answering calls and requests from the Help Desk hotline
• Assist with maintaining asset inventory and updating asset management database
  
  

Performance Specifications

The qualified candidate must possess the following skills and experience:

• 4 years full time working experience with Microsoft Windows 10, Microsoft Office Suite 2019 suite or above, and Apple iOS
• Strength to perform average lifting of less than 5 pounds and occasionally over 15 pounds; good speaking and hearing ability; good eyesight
• 4 years' experience in the installation and support of hardware components associated with departmental, distributed, and personal computer systems
• Helpdesk experience (4 years)
• Good oral and written communication skills
• Knowledge of Active Directory
• Able to create and update technical documentation
• Able to train staff as needed
• Must have a valid California driver's license
• Must have own vehicle to drive to LADBS field offices
  
  

Evaluation Criteria

LADBS will first review the TOS Responses received and select up to 8 of the most qualified candidates to be interviewed based on experience in the following areas:

• 4 years full time working experience with Microsoft Windows OS, Microsoft Office Suite 2019, and Apple iOS
• Knowledge of Active Directory
• 4 years' experience working at a Helpdesk and answering phones
• Knowledge of identifying, using, and connecting hardware components and devices, including broad knowledge about different devices that are necessary to support the remote workforce
• Experience in installation and support of hardware components associated with departmental, distributed, and personal computer systems (minimum 4 years and recent experience)
  
  

Additional Details

• This position is hybrid. Required work may be performed in-person or remotely at any of the Department's field offices throughout the City.
• Estimated Start Date: 10/25/2024
• Estimated Completion Date: 03/22/2025
  
  

Thanks & Regards

Praveen Pasumarthi

Lead Recruiter

Sligo Software Solutions Inc.

praveen.pasumarthi@sligosoft.com

www.sligosoft.com

Direct: (518) 889 4401

Office: (518) 444-0459 X 118

Fax: (518) 444 0457



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