Job Classification: Help Desk Analyst 2 HDA2
Contract Length: 3 month’s with 1 month extensions up to a total of 6 month assignment.
Will Close to Submissions on 9/21 at 10:00 am
Interview Process: Candidates MUST be local and interview in person. Please only submit candidates that can work entire duration.
Requirement Description:
Within the ORACLE based OAKS system- create projects and users, maintain user accounts provide online and telephone support for the Vendor community as well School District and Agency project staff.
This position will function as a highly skilled HDA with specific responsibilities that include:
. Understanding of Desktop Support and Software.
. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
. Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
. Working knowledge of Excel spreadsheets.
Interview:
During the interview process with OFCC 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.
. Strong communication/ leadership skills.
. Ability to document processes and procedures
. Ability to collaborate with supporting resources across business and/or functional lines.
. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.
. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:
. 1 year work experience in an I.T. help-desk or desktop support role
. 1 year work experience using Service Now or similar order ticketing system.
. 1 year help desk experience troubleshooting issues via email and phone
. 1 Year experience with Service Now system to log and maintain customer inquiry
. 1 Year of experience troubleshooting and supporting Windows OS
Desired Skills/Time:
. Experience with CBTS phone system to answer customer calls
. Ability to create and deliver web based and in house training
