Client Technologies Technician

PURPOSE:

This scope of work is for Client Technologies Technician services to serve as the central point of contact for the Division of Public Health Statistics and Performance Management's (PHSPM) IT Help Desk. Contractor will provide these services to the Florida Department of Health (Department).

CONTRACTOR QUALIFICATIONS AND EXPERIENCE:

The Contractor must possess the following minimum qualifications and experience:

• A minimum of two years in troubleshooting and providing technical support.
• A minimum of two years of knowledge of and experience in the use of Microsoft Office suite.
• A minimum of two years working in a service desk environment.
• Knowledge of computer operations, systems, and procedures.
• Knowledge of project control and cost estimating techniques.
• Ability to communicate technical information effectively.

CONTRACTOR RESPONSIBILITIES:

Contractor will perform the following tasks in the time and manner specified:

• As directed by the Department, answer, document, and triage help desk calls, emails, and instant messages as the initial point of contact for the IT Help Desk Call Center.
• As directed by the Department, process initial basic user account provisioning and rights assignments to the Department's Active Directory and TRAIN learning systems, enact rights assignment changes as required, and decommission accounts upon staff departure.
• As directed by the Department, without leaving the Call Center unattended, perform basic issue resolution for reoccurring and simple requests (i.e., password resets, account unlocks, device connectivity.
• As directed by the Department, triage other requests to appropriate service level tiers and refer them to the appropriate, assigned team members.
• As directed by the Department and throughout the PO term, maintain current and accurate Tier 0 online self-service resources for the Division of Public Health Statistics and Performance Management staff.
• As directed by the Department, document and maintain Department IT Help Desk knowledge repository (i.e., service catalog, training, customer journey maps, process library, configuration library, policies, white papers).
• As directed by the Department, assist and train Department users on general computer and software use.
• As directed by the Department, maintain and track loaner equipment for the Department's Division, issuing devices upon request and ensuring devices are configured according to current standards, versions and protocols.
• As directed by the Department, provide replacement peripherals (i.e., mice, keyboards, webcams, cabling) as needed.
• As directed by the Department track use and deployment of peripherals (as specified above) for budgeting.
• As directed by the Department, maintain software and hardware inventory logs for the Department IT Help Desk.
• As directed by the Department, assist in annual IT inventory process.
• As directed by the Department, assist in team projects, improvement initiatives, and processes as needed.
• As directed by the Department, record, in compliance with guidelines and supporting policy as identified by the Department, all data and reports, including but not limited to time and attendance, activity records, mileage, report cards, etc.
• As directed by the Department, assist with Division webpage requirements including requests for content changes and reviews for compliance with Department standards identified by the Department.