DGS Technical Support Analyst 3
ON-SITE, 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
| Skill | Required /Desired | Amount of Experience Required in yrs | Candidate Experience |
| Respond to and direct help desk tickets to other technicians for resolution | Required | 2 | Years |
| installation and troubleshooting of PCs, printers, iPhones and software | Required | 2 | Years |
| Daily inspections of server room and data closets | Required | 1 | Years |
| Manage backup tape rotation and cases for offsite pickup | Required | 1 | Years |
| Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN | Required | 1 | Years |
| Perform network jack activation for correct VLAN | Required | 2 | Years |
| Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems. | Required | 1 | Years |
| Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets | Required | 1 | Years |
| Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools | Required | 1 | Years |
| Strong presence, professional image, and ability to deal confidently with technical matters | Desired | 0 | |
| Excellent verbal and written communications skills | Desired | 0 | |
| Highly motivated, self-sufficient and able to work well independently | Desired | 0 | |
Questions
| No. | Question | Candidate Answer |
| Question1 | Absences 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 requirement? | |
| Question2 | Please list candidate's email address. | |
| Question3 | This role will be NA% 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 one? | |
| Question4 | In what city and state does your candidate currently reside? | |
Position Details
