Job Classification: Help Desk Analyst (HDA2)
Role One Help Desk Analyst 1 (HDA2) with expertise in IT. The HDA2 is requested from October 30, 2017 to June 30, 2018 (1500 hours)
ALPS Project DOT – Staff Augmentation
MBE/Open Market Open Market
Will close to submissions: Thursday 10/12/17 at 10:00am EST
Interviews: Two onsite interviews.
ODOT is looking to add an HDA2 for a project through FY2018. Extensions are possible into FY 2019.
Local candidates available for onsite interviews REQUIRED. Do not submit candidates unavailable to interview onsite.
Please submit resumes in a word document and remove all candidate personal (phone email)and vendor information.
This is a re-post of position 48490 and 48886 (to fill an additional role). Do not submit candidates that were previously submitted to other ODOT HDA positions.
PLEASE DO NOT reach out to ANY individuals at ODOT regarding this posting nor candidates for this posting. All questions/comments/etc. must be directed to the MSP Team.
This position could potentially involve the candidates driving a state vehicle. Please check with candidates that they have a current valid driver's license and clean driving record.
Requirement Description: HDA2 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
1. Understanding of Desktop Support and Software Licensing Services.
2. Uses creativity and innovation to automate and streamline processes and procedures.
3. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
4. Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
5. Working knowledge of Excel spreadsheets.
• Strong communication/leadership skills.
• Strong influence, collaboration and negotiation experience.
• 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.
• Act as the escalation point for high priority support issues.
• Ability to interpret end user license agreements.
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Call software and hardware vendors to request service regarding defective products.
• Act as a subject matter expert for one or more custom or COTS applications.
• Talk to programmers to explain software errors or to recommend changes to programs.
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:
. 4 year college degree in field of specialty or equivalent education and experience
combined
. 3 Years’ I.T experience
. 3 Years’ Troubleshooting experience
. 3 Years’ experience documenting procedures
Desired Skills/Time:
• Service Now experience is desired.
