The North Carolina Administrative Office of the Courts (NCAOC) is seeking one qualified IT Help Desk Specialist to provide first level support to end users focusing on password resets. This position is 1st shift Monday - Friday from 7:30AM - 4:30AM. 

***This is a remote position working first shift, Monday - Friday from 7:30AM - 4:30AM.
***Candidates are required to have high speed internet and are expect to be available during the hours listed above.

The North Carolina Administrative Office of the Courts (NCAOC) is seeking a qualified IT Help Desk Specialist to provide first level support to end users focusing on password resets. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide effective support to a diverse population.

An IT Help Desk Specialist operates in a Microsoft Windows micro computing environment and works with other IT Help Desk Specialists and high level specialists to ensure overall quality and customer satisfaction.

Primary responsibilities include but are not limited to the following:
•Respond via telephone or electronically to inquiries and requests for password assistance.
•Identify problems, categorize issues, prioritize work, troubleshoot, and provide advice to end-users.
•Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.

This position reports to the Judicial Support Center Supervisor. The work schedule for this full-time position is Monday - Friday from 7:30AM - 4:30AM. This position is a 100% remote work position after training is complete.

KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:

Knowledge of: Microsoft Windows 10 operating system; Office 365 suite; and Ticketing system software.

Skills in: analyzing and diagnosing user problems; basic knowledge of computers to assist users with problems.

Ability to: multitask; follow established procedures; communicate and work with all levels of judicial personnel in the field; and communicate effectively in oral and written formats. 

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Graduation from high school and one (1) year of customer service related experience; or an equivalent combination of education and experience.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
communicate and work with all levels of personnel in the field; communicate effectively in oral and written formats	Required	1	Years
Microsoft Windows 10 operating system	Required	1	Years
Office 365 suite	Required	1	Years
Ticketing system software	Required	1	Years
analyzing and diagnosing user problems	Required	1	Years
basic knowledge of computers, monitors, printers, network equipment, telephones, fax machines, and cash registers to assist users with problems	Required	1	Years
Experience reading and interpreting hardware and software manuals and provide necessary information to users	Required	1	Years

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	The candidate will work remotely for the duration of the engagement. All work will be completed Monday - Friday between 4PM - 12AM. Do you accept this requirement?
Question3	Please list candidate’s email address.
Question4	Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question5	Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question6	Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?
Question7	Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
Question8	Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
Question9	Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?