DHB Service Support Analyst- Mid Level

Typical Experience : 36-60 months

Contractor DHB IT - User Support Technician

Position Overview :

This position is on site and will assist the NC Medicaid Infrastructure Team Manager in organizing,servicing and deploying computers, Cisco telephone / network, laptops, printers,copiers, 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 isbased on what a normal State User Support Technician would make : $$$ per hour

Job Specific Responsibilities :

Assist with managing division computers and related equipment and software, including deployment 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, deactivating,unlocking, and resetting DHB staff NCID accounts. This information creates the outlook 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 trouble-shooting 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.

Knowledge,Skills, and Abilities Required :

To receive credit for all your work history and credentials, you must list the information 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 coworkers,officials, 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

Skill Required / Desired Amount of Experience IT Support, troubleshoot, servicing and deploying computers, Cisco telephone / network, laptops, pri

Required

Years

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

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.

Nice to have

Years

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

Nice to have

Months

Deploy IT equipment, laptops and peripherals for DHB Staff on campus. We have three worksites that we provide IT support coverage for.

Required

Months

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

Nice to have

Years

Be able to assist our DHB users through the successful completion of their IT issue by moving the issue through any of the 4 levels of IT Support

Required

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 agree to this requirement?

Question2

All work must be completed on-site. Do you agree to this requirement?

Question3

Your candidate must be able to attend an in-person interview. Do you agree to this requirement?

Question4

What is your candidate's 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 candidate's 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 ITS-009440?