Job Classification: Service Desk 3 (SD3)
Contract Length: This is approved for hours up to FY17 and will likely be extended into FY18
Interview Process: 1st Round Phone Interviews with 2nd Round In Person - Local Candiates Please
Will close to submissions on 3/8 at 1:00 PM
Duties:
- Inputs information and verifies, using multiple data formats, in support of Agency’s data requirements. Performs logging, batching and scanning duties to support data entry functions.
- Process “Customer Service Process Requests from Service Now” (web portal) related paperwork, logging, time-stamping, tracking and 33.55distributing per documented procedure
- Assists with records and document management (e.g., imaged form and hardcopy). Files and retrieves documents from files.
- May perform a variety of clerical tasks related to data processing work and office operations
- Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
- Escalate problems in accordance with defined procedures.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
- Manage and report time spent on all work activities.
- Follow quality standards.
- Ability to work in a team environment
- Complete assigned tasks.
- Strong communication skills; both written and spoken Must be a 10/10 for communication both verbal and written using the English Language
Interview:
During the interview process with the DAS MARCS staff, the resource consultant must demonstrate competence/experience in their specific area(s) of project assignment. The resource’s experience must also be documented for review and verification. Offered resources not showing technical or functional competence/experience will be sufficient reason to reject the Offeror’s proposal. It is the responsibility of the Offeror to pre-screen their candidates to ensure compliance.
Need Mandatory Requirements/Time
- 1 + Years of Experience in Help Desk technical Support and Call Center Support
- 2 year college degree or equivalent technical study; may accept equivalent education and experience combined.
- Ability to use shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors
- Comprehensive PC skills.
- Able to follow written and spoken instructions.
- Minimum of 35 wpm.
- Ability to accurately enter information into a computer, accessing information from a computer, and verifying information on a screen.
- Duties involve utilizing automated equipment, including electronic keyboard, display screen, and sorted memory to perform
- Ability to operate and understand basic scanning and imaging equipment, including pan, skew, and image correction techniques.
- Ability to conduct basic data mining and data capture efforts.
