DGS - Technical Support Analyst 3 - 100 ON SITE

DGS Technical Support Analyst 3
VENDOR MAXIMUM SUBMITTAL RATE: $$$/hr.
ONSITE LOCAL CANDIDATES ONLY
1 year duration

IMPORTANT: This is an ON SITE position physically located at DCLS 600 N 5th Street. Parking is NOT provided for contractors. Pls make sure to share that with your candidate to avoid issues should they be selected.

ABOUT THE ROLE

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

Support duties include but are not limited to network connectivity troubleshooting desktop hardware OS printers phone and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals reference guides IT procedures diagrams and other technical documents remain up to date. As necessary the ideal candidate will assist in the authoring of new troubleshooting procedures guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment

Help Desk Tech Job Duties include:

1.Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.
2.Perform installation and troubleshooting of PC s printers iPhones and software.
3.Daily inspections of server room and data closets
4.Manage backup tape rotation and cases for offsite pickup
5.Perform network jack activation for correct VLAN
6.Basic customer training and support on Mitel phone operations. Prefer MiTel but will accept experience with other phone systems.
7.Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceRespond to and direct help desk tickets to other technicians for resolutionRequired2Yearsinstallation and troubleshooting of PCs printers iPhones and softwareRequired2YearsDaily inspections of server room and data closetsRequired1YearsManage backup tape rotation and cases for offsite pickupRequired1YearsSome Previous experiencing supporting Active Directory DNS DHCP group policy and VPNRequired1YearsPerform network jack activation for correct VLANRequired2YearsBasic customer training and support on Mitel phone operations. Prefer MiTel but will accept experience with other phone systems. Required1YearsWeekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue ticketsRequired1YearsExperience with MS Office tools such as MS Word Excel Visio and Project. Must be able to prepare technical documentation using these and other toolsRequired1YearsStrong presence professional image and ability to deal confidently with technical mattersDesired0Excellent verbal and written communications skillsDesired0Highly motivated selfsufficient and able to work well independentlyDesired0
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirementQuestion2Please list candidates email address.Question3This role will be 100% ON SITE from day one and is physically located at DCLS 600 N 5th Street (parking is NOT provided for contractors). Does your candidate agree to working on site from day oneQuestion4In what city and state does your candidate currently reside