Job Classification: (2) Help Desk Analyst (HDA1)
Role: Two Help Desk Analyst 1 (HDA1) with expertise in IT. The HDA1 is requested from December 11, 2017 to June 30, 2018 (1200 hours)
ALPS Project DOT – Staff Augmentation
MBE/Open Market Open Market
Will close to submissions: Wednesday 11/29 @10AM
Interviews: Onsite Interviews- LOCAL CANDIDATES
ODOT is looking for a Help Desk Analyst (HDA1) for an assignment onsite through the end of the fiscal year 18. Please see attached job description for any additional information.
All candidate need to have a valid driver's license and have a clean driving record. The HDA's are often moving equipment and will use State Vehicles or at times may need to drive to another location other than the central office.
Please submit resumes in a word document and remove all personal and vendor information.
Requirement Description:
HDA1 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. Experienced in troubleshooting and replacing computers, monitors and telecommunication equipment.
6. Supports staff hardware moves for facility reorganization.
7. Experience with ServiceNow and Knowledge Base preferable.
8. Consultant must be available to work a standard 8 hour shift between the hours of 7AM and 5PM. (Expect regular changes to either the earlier or later shift).
9. Consultant must be punctual and reliable: arriving at work on time is essential and required as this is a Customer Service Environment.
Experience:
1. Strong communication/leadership skills.
2. Strong influence, collaboration and negotiation experience.
3. Ability to collaborate with supporting resources across business and/or functional lines.
4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5. Act as the escalation point for high priority support issues.
6. Ability to interpret end user license agreements.
7. 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).
8. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
9. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
10. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
11. Ability to understand and follow processes established for the Service Desk.
Mandatory Requirements/Time:
1. 1 Year IT experience.
2. 1 Year Troubleshooting experience.
3. 1 Year experience documenting procedures.
Desired Skills/Time:
• Experience using Express Metrix is desired.
• Retail customer service experience is desired.
