TIER II Onsite Deployment in Washington DC - Cogent Infotech Corporation

Position: TIER II Onsite Deployment
Location: Washington DC

DESCRIPTION/SPECIFICATIONS/SCOPE OF SERVICES

1. Objective

The  House Information Resources (HIR) is seeking contractor support for providing Technical Service Support to staff of the Client

1. Scope for Technology Service Support (TSR):

   • Call Center Deployment

   • On-Site Deployment

The contractor(s) will provide end-user support for technology related services such as:

• end-user software/hardware troubleshooting

• mobile device ordering, configuration and apps installation

• peripherical support, e.g. printers, headphones, USB camera's

• computer/laptop imaging

• computer/laptop disconnect/reconnect

1. TSR Call Center Deployment > Competencies & Requirements.

The designated contractors must be able to configure and troubleshoot Commercial off the shelf (COTS) Software PCs, MACs, mobile devices: smartphones, tablets, printers, and multifunction devices. The contractors must possess an intermediate to advanced level of knowledge working with various Windows, MAC, IOS, and Android operating systems software, as well as intermediate foundational knowledge of physical, network and application layers, tools such as the TCP/IP protocol commands for resolving reported issues.

• Must be able to interact with executive-level customers and management

• Possess excellent customer service skills

• Ability to work in a fast-paced environment and meet challenging deadlines.

• Demonstrated excellent communication skills and telephone mannerism.

• Strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.

• One (1) year minimum experience with MAC OS

• One (1) year minimum experience supporting clients using remote access software

  • Experience/exposure Cisco AnyConnect

• One (1) year minimum experience supporting remote connectivity (VPN)

  • Experience with Remote SEcureID console preferred but not required

• Three (3) years of Active Directory User & Account Administration

• Three (3) years minimum experience in IT Call Center environment

• Three (3) years minimum experience with Microsoft Windows 10 and Office 365 applications

• Three (3) years minimum experience supporting Mobile operating systems, i.e. iOS, Android

•Experience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.

• Three (3) years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.

• Five (5) Years' Experience using BMC Remedy Incident, Change or Knowledge Management

• 1-year minimum experience supporting virtual conferencing solutions.

  • Experience with MS Teams, WebEx, and Zoom applications preferred but not required.

• Be self-motivated to work supervised and unsupervised as needed.

• Related IT certifications preferred but not required; list those that they may have

• Related College degree preferred but not required

• ITIL qualification preferred but not required

• MCP Office 365 Certification preferred but not required

1. TSR On-Site Deployment ( in addition to all of above competencies & requirements ).

• Five (5) years - an advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems software

• Five (5) years of Active Directory User & Account Administration

• Five (5) years minimum experience with Microsoft Windows and Office 365 applications

• Three (3) years minimum experience supporting clients using remote access software

• Three (3) years minimum experience supporting remote connectivity (VPN)

• Must be able to physically lift-up to 50 pounds of equipment.

• CompTIA Certification preferred but not required .

1. Description of Work

1. TSR Call Center Support Desk Deployment

Perform in a Technology Service Desk environment that assists House offices staff on campus primary offices and nationwide state and district offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

• Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.

• Provide front line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).

• Provide support for application software installation and use.

• Provide Mobile Device Support, Android, iOS, Devices

• Assist in developing user documentation/installation procedures.

• Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

• Serve as the clearinghouse for posting "Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.

• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.

• Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.

• Willing to participate in HIR projects and initiatives for House customers.

• Serve as a resource for solving user problems requiring an advanced level of technician support.

• Serve as the technical resource and solution-provider for the Technology Partners.

• Work closely with other HIR groups to support current technology.

• Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems.

• Confer with senior engineering staff to resolve more complex problems.

• Perform other official duties as assigned.

1. TSR On-site Deployment ( in addition to above).

• Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

• Provide Mobile Device Support, Hardware/Software installation and configuration support.

• Provide support for House offices in installing and using House supported software

• Assist in developing user documentation/installation procedures.

• Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera's, accessories used for applications like Teams, Skype, etc.

• Provide consulting support to the House offices.

• Serve as a resource for solving user problems requiring an advanced level of technical support.

• Migrate user data upon request.

• Ability to create and image computers/laptops.

• Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.

• Perform other official duties as assigned.

Cogent is an equal opportunity employer. Cogent will not discriminate against applicants or employees based on race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical condition), genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law