Helpdesk Technician

KLC Consulting, Inc.

Requirement for:      Client Technologies Technician, Helpdesk – Tallahassee FL

Contact:                     Maggie Manning: 850-270-9732, MManning@klcinc.us

Client:                         Florida Department of Corrections, Department's OIT in the Carlton Building at 501 South Calhoun Street, Tallahassee FL

Due Date:                   May 1, 2024 by 11am EST

Term:                         The start date for this position is anticipated to be May 15, 2024, through June 30, 2024, with a new Purchase Order (PO) to be issued on July 1, 2024, and a possible one (1) year renewal term.  280 hours through June 30, 2024. 2,000 hours July 1, 2024 – June 30, 2025.

Location: The work will be conducted on-site with the Department's OIT in the Carlton Building at 501 South Calhoun Street, Tallahassee, Florida.

Scope of Work/Job Characteristics: The Client Technologies Technician will serve as the principal line of communication for the Service Desk team. The duties and responsibilities of this position are:

·         Provide Tier 1 software and hardware support;

·         Assist with maintaining the master knowledge base with how-to documentation;

·         Use documented procedures and checklists to provide support to end users with technical issues;

·         Use a ticket tracking system to log end-user information, a detailed description of the issue, and troubleshooting steps;

·         Attempt first call resolution using basic to moderate troubleshooting steps to resolve common problems;

·         Provide triage support over the phone and remotely using department-approved remote tools;

·         Escalate problems to Tier 2 technical support; and

·         Communicate with the end users regarding the status of the issue resolution.

NOTE: Any successful Candidate with access to the Department's network is required to complete the Department's Security Awareness Training within 30 calendar days of hire.

Submissions Must Include

1.      Candidate Resume(s) Include relevant experience, certifications, education, etc. related to the services requested in the Scope of Services.

2.      Knowledge, Skills, and Abilities Matrix

3.      References

4.      Exhibit E - Resume Self-Certification Form

5.      All selected candidates are required to complete the Department's Security Awareness Training within 30 calendar days of hire.

6.      All selected Candidates must successfully complete a Level II Background Check.

Must Complete the following Education, Experience, and Skills Matrices

Education

Degree / Date of Graduation

University / School

A bachelor’s or master’s degree from an accredited college or university in Computer Science, Information Systems, or other related fields is required.

Equivalent Experience

Years of Experience

Relevant experience may be substituted for education on a year-for-year basis when applicable.

Required Qualifications

Years of Experience

Year Skills Last Used

One (1) or more years of experience installing computer hardware and software, including personal computers (PC), printers, and peripherals in both a network and standalone environment;

One (1) or more years of experience installing and troubleshooting clients in a Microsoft networking environment;

One (1) or more years of experience installing, troubleshooting, and supporting desktop applications and operating systems (OS) including Windows Office Suiter’s OS, Office, Outlook, and Internet Explorer;

Knowledge of Transmission Control Protocol/Internet Protocol Address (TCP/IP) protocols; and

Experience installing, diagnosing, and repairing hardware, including scanners, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.

Preferred Qualifications

Years of Experience

Year Skills Last Used

Experience supporting computers in a criminal justice environment;

Experience working in a call center environment; and

Experience in Active Directory user administration.