Request ID: CO-FR#96294 (98590909)
Remote/Local Desktop Support Engineer with CAD, ticketing, imaging, Microsoft/Adobe/Java troubleshooting, Windows/Android/iOS/MS Office deployment Experience
Location: Remote, (OIT)
Duration: 10 Months
Skills :
Professional Experience One year of professional experience in an occupational field related to the work assigned to the position to include Deskside Services support in an Enterprise Environment. Novice (1-3 Years) Yes
Education Others Associate’s Degree Associate’s degree from an accredited institution in a field of study related to the work assignment, to include Computer Sciences, Computer Information Systems, Cybersecurity or other related technical degrees. Novice (1-3 Years) Yes
Department Information
The Colorado Department of Public Safety (CDPS) consists of five divisions that cover a breadth of safety programs and services:
Colorado State Patrol (CSP)
Colorado Bureau of Investigation (CBI)
Colorado Division of Criminal Justice (DCJ)
Colorado Division of Fire Prevention & Control (DFPC)
Colorado Division of Homeland Security and Emergency Management (DHSEM)
Additionally, the Executive Director’s Office supports operations of the five divisions and houses the Colorado School Safety Resource Center (CSSRC) and Colorado Integrated Criminal Justice Information Systems (CJIS)
*** New contractors are to complete a vendor background investigation. To qualify for FTE (Full Time Employee) status, a complete background check (background forms, polygraph and integrity interview) will be required. Both Vendor and FTE backgrounds include fingerprint capture.
What We Do:
The Governor’s Office of Information Technology (OIT) strives to impact the lives of all Coloradans to create a safer, happier and healthier state. We work to empower the State of Colorado with flexible technology that will drive sustainable and intelligent business decisions. We envision a future where the end-user experience shapes design, and data analytics transform how state government serves its residents.
At OIT, we recognize that "how" we deliver is as important as "what" we deliver. Our core values define our character, and each employee is expected to embody these values in all the work we do:
SERVICE: Serving the people of Colorado
Intentionally and generously serving others for a better Colorado.
INTEGRITY: Demonstrating credibility and sincerity in our work
Inspiring confidence and trust in the Governor’s Office of Information Technology through our personal conduct.
TEAMWORK: Collaboratively working together at OIT and across the state
Working cooperatively with others and engaging in constructive dialogue to overcome difficult challenges
RESPECT: Appreciating and acknowledging the role, diversity, and contribution of those with whom we work.
Consistently conducting ourselves in a way that shows regard and thoughtfulness to others.
COURAGE: Pushing boundaries to foster positive change
Proactively and positively pursuing the transformations necessary to address tough issues and drive innovation.
INNOVATION: FOSTERING NEW IDEAS
We foster new ideas. We challenge the status quo and continuously ask, "How can we do this better?" Then we take action and make a difference through novel processes and technology.
Why We Want You:
We want your expertise, positive energy, drive to succeed and love of this great state as we work to elevate the expectations Coloradans have of their government.
OIT at CDPS is seeking a contractor (6-mos), with possibility of extension and/or hire, to join CDPS (Colorado Department of Public Safety), primarily focused on supporting CSP’s (Colorado State Patrol) CAD (Computer Automated Dispatch) applications and related systems. This position assists with identifying, evaluating, implementing, and managing support requests across the State of Colorado that cannot be resolved at the Service Desk level by following best practices for service engagement in a technical environment. Decision making responsibilities requires independent analysis evaluating, interpreting and determining non-standard solutions depending on job level.
Primary Job Duties:
Tier I and II Support – 85%
This position assists in providing technical support to CSP, which includes the use of OIT’s incident/change order system and the following activities:
Assist in the mission and support of the CAD (Computer Automated Dispatch) application and systems.
Monitor and follow up on assigned incidents/problems/change orders in CAD queue
Follow up on resolved/closed tickets to ensure customer satisfaction
Provide support for hardware and software issues over the phone, in person and/or remotely
Provide resolution and assistance for current operating systems (Windows 10).
Deploy new or rebuilt computers and technology equipment based on OIT and agency security and operational policies
Support desktop, laptop and tablet users and solves problems with Microsoft, Adobe, Java, and other software in the production environment.
Provide answers to end-users by researching answers; assist with training, and guiding users through corrective steps by direct assistance
Assist with collaborating with Network, Application, Database and Server teams to resolve issues for assigned agencies.
Respond to and correct computer system (hardware) related issues in cooperation with OIT’s Deskside support team.
Provide resolution, assistance and limited training to standard supported applications:
Productivity software
Internet Browser applications
Antivirus-Security programs
Proprietary applications and systems
Receive and/or log service incidents into ticketing system. Reassign incident tickets related to other Information Technology Groups for further support
IT and Customer Service Management – 5%
This position follows the established OIT Change Management (RFC) process.
Use established tools to track hardware and software assets.
Assist with informing/sharing new documentation/information with Service Desk or appropriate IT groups.
Assist in ensuring systems are patched and updated using enterprise tools in accordance with OIT policies and procedures.
The position assists with making recommendations to the CSP leadership in regard to when to upgrade certain software packages, hardware driver packages within a maintenance time schedule.
Due to the distributed environment, certain locations within the agency have difficulties installing software. The position assists with determining whether a particular software or hardware driver package can be distributed to those locations.
Organizational and Project Commitment – 5%
The position assists in implementing projects for CSP. This includes participating in team meetings and implementing project tasks and time tracking.
Attend and complete all internal OIT provided training and take advantage of professional development with manager approval.
Share new knowledge or skills in form of mini training sessions with the team.
Some legacy software might not install on newer systems. The position will assist in researching compatibility mode and if feasible will install the software using the mode recommended by the OS.
Due to budget limitation, training may not always be funded. The position is encouraged to seek free training online or through OIT.
Other Duties as Assigned – 5%
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS:
Education and Experience:
Associate’s degree from an accredited institution in a field of study related to the work assignment, to include Computer Sciences, Computer Information Systems, Cybersecurity or other related technical degrees.
One year of professional experience in an occupational field related to the work assigned to the position to include Deskside Services support in an Enterprise Environment.
Substitutions:
Additional appropriate education will substitute for the required experience on a year-for-year basis.
Training or certification related to the work assigned to the position will be considered as a substitution for the required experience and/or education.
Preferred Qualifications:
Experience using, deploying and supporting Microsoft Windows Desktop Operating Systems
Windows 7 (32/64 Bit)
Windows 10 (32/64 Bit)
Android OS (best effort)
Apple iOS (best effort)
Experience using, deploying and supporting Microsoft Office Professional
Office 2010 (best effort)
Office 2013
Office 2016
Experience working with and managing multiple priorities and tasks with follow-through
Demonstrate ability to establish and maintain effective working relationships with customers and other IT Teams.
Experience in a wide range of computer technologies, monitoring hardware, software, and security topologies
Operational experience in configuring, deploying, and managing desktops, laptops, and tablets in an infrastructure of a local area and wide area network
Knowledge of ticket based incident support systems
Must possess excellent customer skills
Possess the aptitude to determine the most efficient and effective methods to meet work assignments
Demonstrate time management skills
Demonstrate the ability to work with direct supervision
Possess the aptitude to express technical matters both verbally and in writing in a manner understandable to personnel who may not have a technical background in information technology
Demonstrate the ability to work in stressful environments with project deadlines.
Supplemental Information
Conditions of Employment:
Pre Employment criminal background check: OIT Standard Criminal; May require agency-specific background checks to include tax compliance, integrity interview, polygraph exam, and/or CBI, fingerprint-based criminal screens if needed.
Pre-employment physical: May require agency-specific physical exam if needed to provide support to some agencies.
Pre-employment drug testing: May require an agency-specific drug test if needed to support some agencies.
Comparative Analysis Process: is the selection process used to identify the applicant that fits the job the best from a qualified applicant pool. Applications and applicants are compared to others in the pool to identify a top group. Applicants will be notified of their status in the pool via email.
On-call Status: May be required to fulfill on-call duties as needed by position.
Driver’s License: Incumbent must possess a valid, state-issued drivers’ license, as periodic travel to various locations in the Denver metro may be required.
Travel – May require travel to locations throughout the Denver metro.