Job ID: FL-Doc170481 (93590715)5P
Helpdesk/Desktop Support Analyst with Audio Visual (AV)/ Video Conference (VC), PC/peripheral troubleshooting, ticketing, OneNote/Active Directory, training and software installation experience
Location: Miami FL (DOT)
Duration: 12 months
Positions: 1 (1/1)
Interview: Phone
Attachments: RTR/Resume Certification/References/Skill Matrix
Telecommuting is not an option for this position.
Scope of Services
This resource will primarily be tasked with providing Tier 2 support of medium to high complexity for FDOT including, but not limited to the following:
1. Provides Audio Visual (AV) and Video Conference (VC) support as assigned. Assists with reserving, setting up, coordinating, and troubleshooting of AV and VC meetings.
2. Performing advanced troubleshooting to determine cause of problem. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
3. Monitors Service Desk queue and resolves support tickets as assigned. Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork. Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
4. Update asset management information in OneNote and Active Directory accordingly, as well as, coordinate with Admin Assistant on surplusing of IT equipment.
5. Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
6. Participates and coordinates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Windows 10 Build Upgrade Project, etc..
7. Shares information and receives feedback from other OIT staff as appropriate. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
8. Coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
9. Installs, maintains, and supports specialized software applications as assigned. Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
10. Provides Tier III advanced support for other Technicians as needed or assigned.
11. Performs other duties assigned.
Education
Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Primary Job Duties/ Tasks
Duties and Responsibilities will include but are not limited to:
1. Providing Tier 2 support of medium to high complexity.
2. Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
3. Performing advanced troubleshooting to determine cause of problem.
4. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
5. Monitors Service Desk queue and resolves support tickets as assigned.
6. Update asset management information in OneNote and Active Directory accordingly, as well as, coordinate with Admin Assistant on surplusing of IT equipment.
7. Provides hardware and software technical training and professional development.
8. Participates and coordinates in projects. Shares information and receives feedback from other OIT staff as appropriate.
9. Generates and maintains detailed technical documentation.
10. Coordinates service calls and repairs for warranty and non-warranty items.
11. Maintains records on all calls. Provides Tier III advanced support for other Technicians as needed or assigned.
Job Specific Knowledge, Skills and Abilities (KSAs)
1. Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
2. Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
4. Ability to do advanced troubleshooting on various manufacturers of computers
5. Ability to plan, organize, manage and track projects
6. Ability to communicate effectively both verbally and in writing
7. Ability to read, understand, and comply with the department’s policies
Contract Exhibit G – Resume Acknowledgement Form (1)