Infrastructure DevOps Network Access Control Incident Management Active Directory S   Requirement id 117343 Job title Consultant Job location in Nashville, TN Skills required Service Desk, Infrastructure, AWS Cloud Platform, DevOps Network Access Control Incident M Open Date 14-Jun-2021 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Service Desk, Infrastructure, AWS Cloud Platform, DevOps Network Access Control Incident M start date:6/28/2021 End date: 6 months from start date submission deadline:Wednesday June 23rd, 2021 by 2pm CST client info: Human Services ? Post Go-Live Support for the Re-platformed Tennessee Child Support Enforcement Services (TCSES) application consisting of: ? Monitoring the batch schedules in the re-platformed TCSES application and triaging and repairing bugs identified during batch processing in production (On call support with response to the clients support request within an hour) ? Support for triaging and repairing non-warranty fixes identified in the re-platformed TCSES application (both online and batch components) ? Conduct additional technical knowledge transfer sessions with TDHS technical staff for the re-platformed TCSES application (both online and batch components) Support TDHS technical staff with questions regarding the enhancements that they are working on in the re-platformed TCSES application 2. Build, configure, and establish an AWS Connect ACD Service Desk: ? Build and configure an AWS Connect ACD (automatic call distribution) service desk; including basic call flow and agent setup ? Provide Service Desk manager and five personnel to answer live phone calls in support of login / password reset tickets during planned days and hours of operations, specifically Monday through Friday, 6 AM CST to 6 PM CST, excluding holidays ? Provide live support for login / security access issues and questions encountered by users accessing the TCSES application ? Triage tickets and incidents logged from calls, as well as reported through the DHS-provided incident management software, completing them as appropriate, and routing tickets deemed outside of the login / security realm to the appropriate group for resolution (i.e., infrastructure, application, etc.) ? Perform customer callback as needed to validate user login validation ? Conduct quality reviews of its Service Desk staffs performance to provide continuous improvement ? Use data from the client call handling solution to compile both daily and weekly Service Desk operational reports, incorporating such templates as client may direct the contractor to use, to track key performance indicators such as numbers of calls received, answered, and abandoned, average waiting time, handle time and counts of tickets opened and tickets resolved.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 117343 while calling.   Other jobs in TN: Franklin (1), Nashville (6),    Service Desk job openings in other states Jobs List Service Desk Analyst - 438 Create date: 18-Mar-2024 Start date : 05/06/2024 Submission deadline : 04/12/2024 Note : * Position is Hybrid, minimum 2 days a week onsite. Remote days are expected to be in an adequate home office, following standard County work hours Description : This Level 2 role requir.... 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