Job Description

Title:  Tier 1 Support (Technical Support Staff)

Clearance:  Background Check, Drug Test and Tuberculosis Test Required

Location:  14501 Sweitzer Lane, Laurel MD 20707

Duration: The period of performance of this task order shall be for twenty-four (24) months, and may be extended, upon mutual agreement, with two (2) one-year options.

Background:

Our Client’s IT Department provides centralized information technology services to approximately twenty (20) departments consisting of approximately 1,700 end users. The Service Desk will be a 24/7 helpdesk and currently consists of a call center and field technicians and provides a single point of contact for approximately 1,300 desktops; 800 laptops; 200 iPads; 500 printers; 20 scanners; 10 multifunction units; and 1,000 Avaya telephones. Client provides an Avaya Automatic Call Distribution (ACD) system for the Service Desk Call Center and ServiceNow for incident management ticketing.

Client is migrating from BMC Remedy Service Desk software to a ServiceNow IT Service Management tool for recording and tracking all IT trouble ticket requests, calls, and incidents. Additionally, Client uses Microsoft System Center Configuration Manager (SCCM) is used for desktop and inventory management.

During the 2017 calendar year there were approximately 150 moves (i.e., desktops, printers) 1,947 calls received per month, and 250 password resets performed on average each month. There are approximately 20 staffed Client facilities which include wastewater treatment plants and remote sites.

Education:  An Associate’s Degree from an accredited college with a major in Computer Science, Information Systems, Business, or other related scientific or technical discipline with one (1) year experience or three (3) years of equivalent experience in a related field. Industry certifications are preferred as well.

Specialized Experience: Comprehensive knowledge of operating systems software, familiarity with help desk environments, and office automation applications. Working knowledge of the following:  hardware and desktop software, system and network recovery methods, software tools, call and problem tracking software. Shall also possess strong verbal communication, technical writing, and customer service skills.

Preferred Certifications and Qualifications:

• ServiceNow or BMC Remedy experience
• A+ Certification required
• Experience with virus & malware remediation
• Certified or Trained in with Microsoft, Apple, Dell, HP, Lenovo, HDI, ITILv3
• Valid Driver’s License and vehicle

Job Details:

The Contractor will serve as front line support to inbound requests conducting initial troubleshooting in support of the Service Desk and support and incident management and resolution for all PC hardware and peripherals, mobile devices, operating system, office suite, e-mail client, web browser, mainframe terminal emulation, and anti-virus software.  The Contractor shall provide Service Desk support for:

• All Client standard hardware including but not limited to: Lenovo/Dell laptops, Dell desktops, Windows 10 tablets, Apple iPads and smartphones
• HP scanners, local, multi-function and network printers;
• All Client standard software applications;
• Standard commercial off the shelf (COTS) applications (e.g. Microsoft Project, Visio, etc.);
• Other Commission business applications for which the Commission provides response plans
• Provisioning user accounts via an Identity Management (IDM) product
• Assist with IMACs and Asset Inventory as needed from time to time
• Maintain Service Levels in accordance with Client Service Level Agreement
• Perform other related duties as assigned

TechOpps Inc. is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. For more information on our Company, please visit our website at www.TechOpps.net.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.