Job ID: TN-60138 (94090317)
Onsite/Local Help Desk/Desktop Support Analyst with Active Directory, Call Center, Printer Troubleshooting, iOS/Ip
Location: Nashville, Tennessee (TN DOT)
Duration: 12 months
Skills:
Skills Others Help desk support Help desk Novice (1-3 Years) No
Skills Others Communication skills both verbal and written Novice (1-3 Years) No
Describe this position’s most important duties performed in the normal course of work. Please describe each, in order of importance, and indicate the average percent of time devoted to each duty over the course of the year or contract period.
Description of Duties (primary & secondary)
% of Total Work Effort
Desktop Support 25%
Tier 1-2 Support 50%
Active Directory Management 25%
Call Center Support 100
Business Justification
Describe below in detail the business justification for this contractor hire. Include the criticality of work to be performed and the repercussions of not hiring. You must consider all possibilities of having these tasks re-assigned to other filled positions capable of performing the job duties. Whenever possible, indicate the importance of this position as it relates to OIR’s Strategic Plan. Attach additional sheets if necessary. If Standard work week will not be 37.5 hrs. /wk., please justify below.
Must be able to lift at least 50 pounds.
IT Call Center Experience preferred
– Able to handle call volume of up to 30 calls per day.
People/Customer Service skills required
Printer Administration and Troubleshooting
– Server Print Queue, and local Queues
Active Directory Management
– Able to navigate Different OUs
– Able to look up attributes
– Able to reset password and unlock accounts.
iOS Management, Support, and Deployment
– Setting up new phones/Ipads
– Resetting iTunes accounts
– Resetting network settings
– Backup/Restore device data
Video Conferencing
– Cisco WebEx
– MS Teams
– Cisco Presence video solutions
Network troubleshooting
– Internal vs external
– VPN
– LTE
– Wifi
Application Troubleshooting
– Account permission
– Compatibility settings
– Browser vs installed
Remote support
– MSRA
– RDP
– TEAMs
– Webex
Hardware Deployment
ServiceNow
– Ticket management
– Ticket assignment
Estimated Duration04/03/2023 – 04/05/20