Technical Support

Department: Information Technology (IT)


Location: 60 Executive Parkway S NE, Atlanta, Georgia 30329


Reporting to the IT Help Desk Lead, Helpdesk Representative is a member of the IT Infrastructure Team that identifies, plans, designs, delivers, operates and controls Tier I and Tier II services offered at the Department of Community Affairs (DCA). The IT Infrastructure Services Team is seeking an experienced, self-motivated Helpdesk Representative with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives. The Helpdesk Representative is responsible for effective provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.


Primary Responsibilities:


Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise. Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations. Analyze information to determine the nature and extent of client requirements and concerns. May serve as the liaison between clients and technical staff in the implementation and development of business process automation. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations. Responds to internal and external client concerns regarding the web site. Receives additional training as required, to gain full proficiency and experience in all areas. May perform clerical duties in support of the unit. Provides information to answers to inquiries from external clients regarding all aspects of a specific program area of the unit.

• Provide on-line helpdesk services for all users, to identify and resolve IT operational issues. Provided documented service procedures for all resolutions.
• Provide end-user support (including IT Incident, Problem, or Request Tickets) for all end-user-based systems (e.g., business and/or custom applications, devices).
• Demonstrate experience designing, installing and supporting workstations, and agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
• Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.).
• Perform printer installations and toner replacement activities.
• Proactively provide KPI reports and documentation on systems/application operations.

Minimum Qualifications:

• The incumbent shall possess High school diploma or GED and 1 year of experience handling clients, questions, complaints, and/or providing information.
• Bachelor's Degree from an accredited college or university in a computer-related field - i.e. Computer Information Systems or Computer Science is a plus.
• Demonstrate excellent interpersonal, oral and written communication skills.

Additional Skills:

• Technically competent with knowledge of systems management, development and implementation methods, and infrastructure.
• Demonstrated experience working in ITIL Service Management organization is desired. MCSE, A+, Network +, or ITIL certification is a plus.
• ServiceNow experience for incident tracking or working knowledge is good to have.

Budget Information
Critical Hire Code (Assigned by Approver)

Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.)
Standard Background Verification
(Required for all new proposals)

Initial background verifications must contain:
Global Monitor Check (formerly Patriot/OFAC/Terrorist)
Any additional requirements stated by the Agency on the requisition
(Suppliers Only)
To order, click on the link to the right:
Order Standard Background Verification

Instructions

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.


Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.
Additional Background Verification Services
To be completed upon candidate selection:

State Criminal Record verification (past 7 years covering each State in which the candidate has resided)


SSN Name Search


Federal Criminal Records Verification (past 7 years)


Education Verification (Highest Completed Degree)
Yes
Employment Verification (Previous 3 Full Years including current employer
Yes
Drug Screening (5 Panel)

Yes
MVR
Yes (Suppliers Only)
To order, click on the link to the right:

Order Additional Background Verification services

Instructions (If Applicable)

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.


Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.
Agency Certification(s) Please read and understand the following statement carefully:I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee. Do you agree with the above statement?I Agree Type Qualification Description Competency Experience Required Skills A+ Advanced No Skills ACE (programming) Novice No Skills Active Directory Proficient No Skills Adobe Acrobat Proficient No Skills DHCP Proficient No Skills Microsoft Exchange Server Proficient No Skills Microsoft Office Professional Advanced No Skills MicrosoftOffice Advanced No Skills Project management Proficient No Skills Security+ Proficient No Skills Team work Expert No Skills Windows 10 Proficient No Skills Windows 8, 8.1, 10 Advanced No Skills Windows 9x/2000/XP/NT/Vista/7 Advanced No Skills Wireless Support Specialist Proficient No