Typical Experience: 36-60 months

**This is a remote position. This candidate will work either: Sat Tues - Sat and Sun hours are 7am 7pm and Mon and Tues hours are 7am to 4pm so it s a 40 hour week OR Wed Sat - Wed and Saturday hours are 7am to 7pm and Thurs and Fri hours are 8am to 4pm so it s a 40 hour week.
**The max rate for this role is XX65.00/hour.

The DIT Service Desk is the 24 7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technicians provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology based systems located throughout the state agencies and universities, as well as for private businesses and citizens. The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/troubleshooting problems and soliciting relevant information from users to describe and document routine and non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer experience and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.

Required Experience:
- Impeccable customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of contact center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem solving skills in Microsoft Windows, Office suite, O365, desktop hardware/software, voice and network connectivity, network printing, email, smartphones, and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures.
- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.

Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Experience providing excellent customer service skills using ITIL methodology	Required	2	Years
Experience working in a call center environment and Service Desk role	Required	2	Years
Experience with ServiceNow	Desired	0
HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.	Highly desired	2	Years
Advanced troubleshooting and problem-solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365	Required	2	Years
Troubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.	Required	2	Years

Questions

No.	Question
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	Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question4	Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question5	Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?
Question6	Candidates submitted above the rate of XX65.00 will not be considered. Do you accept this requirement?
Question7	Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
Question8	Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?