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Troubleshooting Service Level Agreements SLA Installation Configuration Analyst
 
Requirement id 133152
Job title Analyst
Job location in Gainesville, FL
Skills required Hardware And Software Support, Troubleshooting, Service Desk, Service Level Agreements SLA Installatio
Open Date 13-Apr-2022
Close Date
Job type Not specified
Duration 14 Months
Compensation DOE
Status requirement ---
Job interview type ---
   Email Recruiter: coolsoft
Job Description Analyst: Hardware And Software Support, Troubleshooting, Service Desk, Service Level Agreements SLA Installatio

Bid URL: http://sourcing.myfloridamarketplace.com/Sourcing/Main/ad/webjumper?passwordadapter=SourcingSupplierUser&username=coolsoft1&itemID=iqau6l.fd&awcharset=UTF-8

Note: FDOT OIT is accepting ONE (1) candidate submission per vendor for this Vacant position.

Submission Deadline: 4/21/2022 1:00 PM EST
Start Date: 5/2/2022
End Date : 6/30/2023

Client: Florida Department of Transportation (FDOT)

Description:

4 Scope of Services

Responsible for software and hardware support of workstation and networking devices. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

5 Education

Bachelors Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

6 Experience

Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ troubleshooting skills.

7 Primary Job Duties/ Tasks

1. Monitors Service Desk queue and resolves support tickets as assigned.
2. Documents work performed and resolution(s).
3. Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
4. Provides high level of customer service by providing status and information to the customer.
5. Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
6. Performs advanced troubleshooting to determine cause of problem.
7. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame. 8. Works with staff on issues outside their areas of responsibility as needed.
9. Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
10. Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
11. Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
12. Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
13. Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
14. Provide facts to facilitate the teams decision-making process and to achieve the teams goals.
15. Shares information and receives feedback from other OIT staff as appropriate.
16. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
17. Coordinates service calls and repairs for warranty and non-warranty items.
18. Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
19. Installs, maintains, and supports specialized software applications as assigned.
20. Performs, evaluates, and promotes research and testing of assigned special applications inc
 
Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 133152 while calling.
 
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(Analyst: Hardware And Software Support, Troubleshooting, Service Desk, Service Level Agreements SLA Installatio in Gainesville, FL)
   
 
     
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