Respond by : 01/30/24

Rate: DOE

Type: Contract

Please respond with resume and 3 references preferably supervisor (name, title, company, email, phone number)

Preference will be given to candidates who meet all preferred skills and have public sector experience

Background Check will be performed if a candidate is selected for placement and will have to be passed'

Work mode: Remote

Level Description

8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.

Job Description

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

Additional job details and special considerations

Acts as the technical team lead for the IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems.

Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

II. CANDIDATE SKILLS AND QUALIFICATIONS

III. TERMS OF SERVICE

Services are expected to start 05/06/2024 and are expected to complete by 08/31/2024. Total estimated hours per Candidate shall not exceed 700 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.