About the State Auditor's Office IT Department
The Information Technology (IT) provides a full range ofinformation system resources for the Office of the State Auditor and its fourbranch offices. The division develops and maintains a variety of integratedautomated business systems and solutions which collect data, maintain data basesand provide the reporting and analysis facilities to support the needs of theOffice of the State Auditor and its branches. Additionally, the IT divisionprovides application development consulting services and technical assistanceto the Office of the State Auditor and related users group organizations in theselection of auditing communications equipment, network design, and outsideconsultant services and coordinates the implementation of specific specialprojects to support the management needs of the Office of the State Auditorconsistent with the mission, goals and objectives established by the Office ofthe State Auditor.
Position Overview
As an IT User Support Specialist, the primary responsibilityis to provide exceptional technical assistance to end-users, ensuring theirIT-related issues are resolved promptly and efficiently. Handling a variety oftasks, including troubleshooting hardware and software problems, and guidingusers through system setups. The User Support Specialist role requires strongcommunication skills to effectively understand and address user concerns, aswell as a solid technical background to diagnose and resolve issues.
Key Responsibilities
•Diagnose and resolve hardware, and softwareissues.
•Assist users with technical problems via phone,email, or Microsoft Teams.
•Perform regular updates and maintenance oncomputer systems.
•Install and configure operating system and softwareapplications.
•Set up and maintain hardware, includingcomputers, printers, and peripherals.
• Create and update technical documentation and user guides.
• Track and manage support tickets, ensuring timely resolution.
• Provide training to users on new systems and software.
• Escalate complex issues to higher-level support or specialized teams.
Qualifications
Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position’s role; or
High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position’s role; or an equivalent combination of education and experience.
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Diagnose and resolve hardware, and software issues. | Required | 3 | Years |
| Assist users with technical problems via phone, email, or Microsoft Teams. | Required | 3 | Years |
| Perform regular updates and maintenance on computer systems. | Required | 3 | Years |
| Install and configure operating system and software applications. | Required | 3 | Years |
| Set up and maintain hardware, including computers, printers, and peripherals. | Required | 3 | Years |
| Create and update technical documentation and user guides. | Required | 3 | Years |
| Track and manage support tickets, ensuring timely resolution. | Required | 3 | Years |
| Provide training to users on new systems and software | Required | 3 | Years |
| Escalate complex issues to higher-level support or specialized teams. | Required | 3 | Years |
| High School or General Educational Development (GED) diploma and 1-5 years of experience in the information technology field related to the position | Required | 3 | Years |
| 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 agree to this requirement? |
| Question2 | All work must be completed on-site. Do you agree to this requirement? |
| Question3 | Your candidate must be able to attend an in-person interview. Do you agree to this requirement? |
| Question4 | What is your candidate's email address? |
| Question5 | How soon can your candidate start if selected for this opportunity? |
| Question6 | Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? |
| Question7 | Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes. |
| Question8 | Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country? |
| Question9 | Candidates submitted above the hourly Vendor Rate of - may not be considered for this assignment. Do you agree to this requirement? |
| Question10 | 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 Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? |
| Question11 | Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440? |