FCCS - Service Desk 1/ SD1 - Abacus Service Corporation

Engagement Type: Contract


Short Description:
Service Desk 1 (SD1)

Complete Description:
Active CompTIA A+ certification, relevant industry experience and local to Columbus, OH is required.

Franklin County Children Services (FCCS) seeks a Service Desk agent with an active CompTIA A+ certification. These agents ideally have IT Level 2 and Level 3 support experience.

Consultant Service Desk team is on-call as they run a 24x7x365 public facing call center.
Consultants are primarily onsite and some may be on a work from home rotation.
Shifts are pre-planned in advance.
This position is located off W. Mound St. in Columbus, OH.

Consultants need basic IT fundamental knowledge as well as different pillars such as Security, Network, Application and Active Directory. They need to understand the Seven Layers of OSI and ID the component of failure to articulate when escalation is needed.


EQUIPMENT USED:
telephone calculator printer fax machine switches/routers/firewalls, computer copying machine automobile/cargo vehicle server/SAN

MINIMUM QUALIFICATIONS/EDUCATION /TRAINING REQUIRED:
Education: Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience. AND
Experience: Minimum 18 months combined work experience in any combination of the following: computers and/or telecommunications software/hardware, applications, support products, projects or databases for small scale systems or programs or pieces of larger systems or programs including 12 months related work experience.

UNUSUAL WORKING CONDITIONS:
Ability to transport/lift up to 50 lbs.

PREFERRED:
Two yrs. PC based applications with all standard office productivity tools, network print management exp. Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority. A knowledge of basic IT Identity management and IT security processes, configuring upgrading or installing ERP client based application components (examples include AX, .NET, DocuSign, and other Microsoft products). Strong communication skills both verbal and written.

TRAINING AND DEVELOPMENT REQUIRED TO REMAIN IN THE CLASSIFICATION AFTER EMPLOYMENT:
Technical troubleshooting annual certifications (examples include CompTIA, A+ Network + and Security+, ITIL foundations, Kepner/Trego IS/ IS Not technical trouble shooting or other advanced certifications)

PURPOSE:
Employee installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks throughout the agency; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician. The employee will help the agency achieve CFSR standards and help ensure service delivery that focuses on Safety, Permanency and Well-being for the families served by the agency. The employee is committed to practicing cultural competence by: working respectfully and effectively with people of all cultures, classes, races, genders, ethnic backgrounds, religions, sexual orientations, mental and physical abilities, ages and appearances in a manner that recognizes, affirms and values the worth of individuals, families and communities and protects and preserves the dignity of each. The employee will adhere to the agency's Guiding Principles by serving as a child welfare professional, valuing every child, honoring families, and valuing partnerships.

JOB DUTIES:
75% Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions. Closes tickets/requests and updates other needing tracking mechanisms timely. Deploys and installs approved hardware/software. Completes computer imaging and reformatting hard drives. Provides strong customer service focused on clear communication and timely follow through.

20% Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of "Help Desk support calls as it pertains to designated connectivity, hardware and software.
Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation. Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results. Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.

5% Performs other related duties as assigned.


ADA Requirements:
Equipment in use in Job Performance: Personal Computers, servers, network components, telephones, calculator, copy machines, printers, faxes, cell phones and common writing devices. Must be able to lift 50 pounds. Must be able to work from a step ladder.


Additional information-
Help desk roles within FCCS require onsite via regular rotation and for any upward workload for a project or while onboarding new hire waves.
They're generally onsite for a weeklong rotation (sometimes two weeks). They are onsite for 8 work hours each day from 7:30 AM - 6:00 PM depending on the assignments.

Our help desk roles within Children Services (FCCS) require onsite via regular rotation and for any upward work load for a project or while onboarding new-hire waves.

Generally are onsite for a week long rotation (sometime 2 weeks). They are onsite for 8 work hours each day from 7:30 am-6:00PM depending on the assignments.

All Helpdesk techs support deskside deliveries and swapping out equipment at locations within central the 270 beltway area.

All IT Consultants in a FTE role are added to the on-call rotation.
The Help desk Full time barging in unit are not in the On-Call rotation.

We run a 7x24x365 shop but most work is 1st shift with limited work during off-hours. Some project work will require planned time from 5pm -11pm.

Required / Desired Skills

Skill	Required / Desired	Amount	of Experience

Combined work exp. in any combo of the following: computers &/or telecom, SW/HW, apps, support products, products or DBs for small scale systems, etc.

Required

1.5

Years

Related Service Desk work experience

Required

1

Years

Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience.

Required

CompTIA A+ certification

Required

Exceptional communication skills, both written and verbal

Required

Excellent active listening skills

Required

Ability to clearly articulate messages to a variety of audiences

Required

Forward looking with an holistic and an empathetic approach

Required

PC based applications with all standard office productivity tools, network print management experience

Highly desired

2

Years

Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority

Highly desired

Basic IT ID management & IT security processes, configuring upgrading or installing ERP client based application components (AX, .NET, DocuSign, MSFT)

Highly desired