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Technical Support Analyst/Help Desk (Lead)

Expired Job

Global Information Services Boca Raton , FL 33434

Posted 2 months ago

Note : Please reply ONLY if you

  1. have all the Required skill set and have worked as a "Technical Support Analyst/Help Desk (Lead)" in a large & Complex IT Environment.
  2. can meet the min required experience as defined under the MANDATORY Skill + some desirable skills
  3. can provide at least 3 verifiable experience from completed and/or substantially completed jobs that closely match this request + fill out a skill Matrix + Resume Certification Form
  4. Can go through a background check including fingerprinting + Agree to a Mandatory F-2-F interview at your own cost.
  5. have A Competitive Rate
  6. can work in the time frame listed below.
  7. will be available in Nov 2018 timeframe as the Start date after a successful interview takes a minimum of 3 weeks.

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.
NOTE: GIS will utilize the U.S. Department of Homeland Security's E-Verify system to verify the employment eligibility of all persons employed during the term of the Contract
Note to Consulting Companies : ANY CONSULTANTS RESUME YOU SEND ME MUST BE ON YOUR COMPANYS PAYROLL, NO H1-VISA TRANSFER, NO PRO-MARKETING, NO SISTER COMPANY RESUMES. The resume should have the DIRECT contact info and email of the candidate otherwise the candidate will NOT be considered. ALL H1 candidates including those on EAD WOULD need to provide I-797 + DL Copy (no exceptions).

Each staff member assigned to this project must have a background screening that is equivalent to a Level Two (2) screening standard.

This is a fixed fee/hourly based project which is inclusive of travel, lodging, per diem expenses and all other costs associated with the completion of the associated tasks.

TRAVEL : May be required to periodically travel between Boca to Orlando

Face to Face Interviews:
In the event an interview is requested; all interviews will be conducted face to face at the location. Skype, video, phone or any other electronic means will not be entertained at this time.

Telecommuting is not an option for this position.

Scope of Services
Supervises the computer operations within the Boca and Remote locations.
Responsible for providing direction to staff, to include planning, readiness, and coordination of duties.
Responsible for providing timely and high quality technology solutions to our customers.
Coordinates the daily activities to resolve problems and change management issues.
Responsible for production systems online readiness.
Maintains system availability, prepares metrics to evaluate systems performance, and works with IT groups and users to ensure that service objectives are met.
Is responsible for Quality Assurance customer visits and recommends and carries out solutions to improve efficiencies and work processes at all remote locations.
Travels and responds to Remote, and Field Office Technology issues as assigned or when system generated.
As directed participates on the Departments Workstation Support Team (WSST) and other service oriented groups, attending mandated meetings and teleconferences. Such participation and duties includes, technology research, evaluation, deployment and development of industry products.
Confers with, defines, and assists ITO management in the implementation of an established plan to ensure timely processing and completion of responsibilities.

Education / Experience Qualifications
Associate Degree or Technical Institute Degree/Certificate in Computer Science, Information Systems, or related fields. Or equivalent work experience.

At least 3-5 years of Information Technology experience which includes, but is not limited to desktop, laptops, handhelds, printers, mobile devices, etc..
Government experience advantageous

Primary Job Duties/ Tasks
Quality Assurance checks and customer site visits to ensure compliance to Service Level Agreements
Concentration and desire to work in desktop support (not infrastructure or networking)
Configure and deployment of Information Technology resources. Includes, but is not limited to desktop, laptops, handhelds, printers, mobile devices, etc.
Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures
Assist in coordinating audio visual setup and videoconference support
Assist with annual inventory scanning and equipment surplus
Responsible for security administration (password reset)
Install, configure, and update software
Participate in team projects, meetings and assignments
Responsible for reading and following the Departments Procedures and Policies
Responsible for understanding and enforcing the Departments Policies and Procedures
Responsible for documenting solutions to Technology issues
Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources
Perform other related duties as assigned
Ability to lift, up to 50 lbs.
30% Travel Required
Flexibility to work any hours between 7:00 am - 7:00 pm, EST

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: Have the ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e.; project team meetings, management presentations, 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. Is able to 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 as 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.

Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency. Emergency duty required of the incumbent includes working in special needs or Red Cross shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.

"When replying please make sure to list your (All Inclusive) Compensation requirements

Note : This is a Full time ON SITE Contract Position !

Start date : Nov 2018

No phone calls please.
Local US Citizens preferred
ONLY candidates with an exact match will be contacted
No relocation assistance provided.
Candidates should be authorized to work in the US.

Technical Support Analyst/Help Desk"; Supervisor; Computer operations; desktop/laptops/printers/mobile devices; QA; visual setup; videoconference support, MS Office; Reports ; Govt
Long Term

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Technical Support Analyst/Help Desk (Lead)

Expired Job

Global Information Services