Typical Experience: 12-36 months
***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.
***The max rate for this position is -/hour.
The IT Service Desk Agent I will provide front line telephone\\email support to internal customers with IT related software and hardware issues.
• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies
Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops | Required | 2 | Years |
| Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory) | Required | 2 | Years |
| Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database | Required | 2 | Years |
| Previous experience providing IT support by phone/email. | Required | 2 | 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 | Please list candidate’s email address.
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| Question3 | 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. |
| Question4 | Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? |
| Question5 | 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? |
| Question6 | Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
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| Question7 | 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? |
| Question8 | 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?
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| Question9 | This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC at least two days a week. Do you accept this requirement? |