Job Classification: Service Desk 2 SD2
Will Close to Submission 1/8/18 at 10:00 am
Contract Length: This is approved for hours up to FY18 and will likely be extended into FY19
Shift: 3rd Shift Sunday-Thursday 11:00 pm- 7:00 am
Interview Process: 1st round video interview 2nd round in person
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 distributing 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.
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.
