Overview

SERVICE DESK ANALYST (6 positions)

Resolution Center Hours of Operation will be 6 am to 5 pm Monday through Friday and 8 am to 5 pm Saturday and Sunday. Contractors will be scheduled to work 8 hours per day, (1-hour unpaid lunch break will be scheduled for all working days), 5 days a week. Workdays and hours will vary from week to week in order to provide adequate coverage for a 7-day workweek.
Upon completion of in-house/remote training, the position will be a telework position and contractor must have the ability to provide a wired connection to the internet at the contractor’s expense. Our client will provide a PC, phone, and VPN equipment for connecting to the network.
The position will be under general supervision and set up in a teleworking environment upon completion of training and will be responsible for providing LEVEL 1 telephone support by responding to incoming calls and or self-service tickets from general and password phone queues and self-service portal regarding state-issued and personal desktop computers, laptops, tablets, smartphones, thin clients, all peripherals, printers, telephone services, cellular services, standard agency desktop applications (Microsoft Office Suite, Gmail, Google Calendaring, Google Hangouts Chat and Meets, Chrome, Internet Explorer, VMWare Horizon, Cisco VPN, Azure, mainframe emulators, etc.) for the agency.
Create an incident and/or request tickets requiring: Validation of customer information, prioritization and classification of incident or request, and documentation of all aspects of call including customer interaction and the actions taken. Troubleshoot all technical and non-technical issues presented by customers using all tools and resources available.

JOB DUTIES:
– Provide telephone, email, chat, and remote desktop assistance for customers with questions and assistance on desktop operating systems and applications including network connection troubleshooting and assistance to both internal office staff and the teleworking workforce.
– Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available. (includes assisting new users with logging in and setting up desktop applications, configuring workstations, troubleshooting standard software)
troubleshoot all technical and non-technical issues presented by customers using all tools and resources available
-Receive and troubleshoot: issues escalated by Help Desk Analysts; issues received through self-service; issues received via call center queues
-Responsible for: escalating and property routing incidents and requests that cannot be resolved by the Resolution Center/Service Desk; creating, updating, and review of existing and new knowledge base articles based upon call received
-Create incident and/or request tickets.
Technology: Level: Intermediate
Windows 10; Gmail, Google Calendar, Hangouts Chat; Microsoft Office Products; Cisco AnyConnect; Android and iOS; Microsoft Active Directory
All 6 positions start 1/5/2021 but 2 are short term and will end 3/31/2021, the other four will be at the end of the fiscal year, 6/30/2021.

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