ONSITE opportunity for a Customer Support Technician for FDOT
hace 18 horas
Tallahassee
Job Description We have an ONSITE opportunity for a Customer Support Technician for FDOT in different FDOT districts in Florida, for a long-term project. I am forwarding the JD for your reference. Kindly review it and let me know if you would be interested in this opportunity. Districts Location Link: JD: Collaboration Request PR852556-R167079 - FDOT Job 2220 Customer Support Technician, A. Entery (RFQ) Agency: Florida Department of Transportation (FDOT) WORK LOCATION: ANY FLORIDA DISCTRICTS Max Rate/Salary: $22 on W2 hourly( No benefits) or $24 on C2C Term: The contract term for this Staff Augmentation position is intended to be ASAP - 6/30/2026, with possible renewal, based on excellence in work provided, need and budget availability. NOTE: "Term" does not mean the awarded contractor or resource are locked in for the full year – any contractor or resource may be terminated for cause, convenience, or funding during the contract term. Face to Face Interviews: At the hiring manager’s discretion, interviews may be conducted via Microsoft Teams or in person. Telecommuting: No telework is authorized for this position. Work Hours Flexibility to work hours between 7:00 AM & 7:00 PM. This position will report to: FDOT Service Desk Manager The position can work out of any of the Department’s District Offices around the state. Conflict of Interest Statement: To prevent any bias, unfair competitive advantage, conflict of interest, or the appearance of impropriety, Vendor employees must not have been directly or indirectly involved in the development of the Scope of Services or related solicitation documentation for which the Vendor is preparing a bid. If the Vendor employee worked in conjunction with the Department on the development of the solicitation document, the Vendor is disqualified from submitting a bid for this solicitation. The Vendor personnel assigned to other Department projects outside this Agreement, shall hold and maintain any confidential information that could benefit the Vendor on future solicitations in strictest confidence. The Department will avoid Organizational Conflict of Interest through mitigation efforts in three categories: A. "Unequal Access" wherein an unfair competitive advantage surfaces when a Vendor obtains information not generally available to other competitors, and where such information would assist them in winning the contract over their competitors. B. "Impaired Objectivity" wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity. C. "Biased Ground Rules" wherein the Vendor is writing the SOW, performing systems engineering, or providing technical direction efforts. Need help with MFMP? Contact the MFMP Customer Service Desk at 866-352-3776 if you have any questions regarding application functionality. 3. Vendor Response will Include: 3.1 Price per hour 3.2 Candidate Resume Please upload your candidate's resume and any supporting documents, requested (i.e. skills matrix, recommendations, etc.) (maximum file size is 20 MB). NOTES: 1. Submitting a "video" resume is strictly prohibited and will automatically disqualify your candidate from further consideration. Do not upload a video resume in Ariba OR email a video resume (or link to a video resume) separately to ANY FDOT personnel., 2. PDF or Word doc are the only acceptable formats for resume submission. Resumes submitted in JPG format will be disqualified., 3. Failure to upload a resume at the time of candidate submission will result in quote disqualification. 3.3 Exhibit E: Resume Self - Certification Form When submitting a response to an RFQ the Contractor shall submit with its response a signed Resume Self-Certification Form (Exhibit E) to the Department for each candidate included in the RFQ response. For a blank form, see the DMS IT Staff Augmentation Contract website here: Exhibit E - Resume Self-Certification Form.pdf (ccplatform.net) NOTES: 1. PDF is the only acceptable format for submission of the Exhibit F form. Forms submitted in JPG format will be disqualified., 2. Failure to upload the Exhibit E form at the time of candidate submission will result in quote disqualification., 3. Failure to upload a complete Exhibit E form, with all fields filled in, at the time of candidate submission will result in disqualification. 4 Scope of Services Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems. 5 Education High School Diploma or equivalent. 6 Experience 1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus. 7 Primary Job Duties/ Tasks The submitted candidate must be able to perform the following duties and/or tasks: 1. Provide support for customers remotely with password or access issues., 2. 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., 3. Support customers in ISA Utility with role assignment, account activation, and password reset, 4. Maintain up to date customer and technician information in ITSM ticketing system, 5. Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams., 6. Work with the team to maintain central hub of communications for the agency. 8 Job Specific Knowledge, Skills, and Abilities (KSAs) The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas: 1. General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment., 2. General knowledge of computer software and hardware 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 communicate effectively both verbally and in writing, 5. Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards. 9 General Knowledge Skills and Abilities (KSAs): The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas: 1. Communication: Ability to clearly convey information, in both written and verbal formats, to individuals or groups (i.e., team meetings, Global outage notifications, etc.). Must have the ability to effectively listen and process information provided by others., 2. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem., 3. Decision Making: Makes sound, well-informed, and objective decisions., 4. Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others., 5. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others., 6. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations., 7. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly., 8. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal., 9. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice. Company DescriptionTalenTech Digital is a Northern Virginia-based IT staffing and consulting company.TalenTech Digital is a Northern Virginia-based IT staffing and consulting company.