Job Title: Help Desk Analyst 2/HDA2
Will close to submissions: Friday 9/20 @ 10AM
NFP Rate: $28.11
Interview: On-site interviews- local candidates (Local to Ohio).- The team may request initial video screens. Please submit resumes in a word document and remove all vendor information and logo's as well as candidate personal information (phone,address,email)
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, specifically, Andy Hovest. Thank you in advance for your cooperation and support on this.
Role: One Help Desk Analyst 2 (HDA2) with expertise in IT. The HDA2 is requested from October 1, 2019 to June 30, 2020 (1568 hours)
ALPS Project: DOT – Staff Augmentation
MBE/Open Market: MBE
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. Good understanding of Desktop Support, imaging, complicated software transfers/swaps and all aspects of Software Licensing Services, understanding of HP print services (WebJet Administration) and can diagnose performance issues. Able to troubleshoot and resolve complex computer performance issues.
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, research cause, and effectively remediate.
5. Must be available to work a standard 8 hour shift somewhere between the hours of 7AM and 5PM. Expect regular changes to either the earlier or later shift.
6. Must be punctual and reliable: Arriving at work on time is essential and required as this a Customer Service environment.
• 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.
• Provides system status reports for management
• Resolves complex or recurrent system & network connectivity problems
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.
• Retail experience is desired
• HP Print Services (WebJet Admin, Secure Print, Security Manager) is desired.
• Service Desk experience is required.
