Help Desk

25 May 2024

Vacancy expired!

Direct End Client: National Indian Gaming Commission

Job Title: Help DeskDuration: 12 MonthsLocation: 90 K Street NE, Suite 200, Washington D.C. 20002.Position Type: ContractInterview Type: Either Webcam Interview or In Person

Requirement ID: FEDHD426DU

Description: National Indian Gaming Commission

Responsibilities:

  • NIGC requires the implementation of a Help Desk Support Staff (HDSS) consisting of a team which provides ongoing Level 1 support functions as described below. The HDSS will be the initial point of contact to log, resolve and document end-user problems.
  • During the HDSP process, several milestone steps will occur.
  • Incident initiation is the initial activity that starts an incident. This will generally be performed by the customer contacting the HDSS either through a phone call, IT Support Ticket, or email. Incidents may also be initiated by alerts from monitoring systems.
  • Incident receipt is the first step that the HDSS is involved and occurs when the HDSS are notified and has received complete information on the incident. This may or may not occur at the same time as the incident initiation. If a phone call is received, they will be at the same time. If the initiation was through voice mail or email, the incident receipt will occur when the HDSS contacts the customer.
  • Incidents are resolved when the HDSS finishes providing the service to address the incident. The incident is not completed until the customer accepts the resolution. This may be done explicitly with direct confirmation by the customer or implicitly by not objecting to the service within five business days of the resolution. Resolved incidents may be reopened if the customer explicitly rejects the resolution within five business days. If the incident arises again after initial incident has been completed, a new incident will be created.
  • Incidents may be referred to a designated NIGC resource for involved issues with non-baseline applications. The notice to the customer will indicate that the incident has been referred to the NIGC resource and the incident will otherwise be handled as resolved by the HDSS.
  • Each step other than the initiation will be accompanied with email notification to the customer of the change in status.
  • Additionally, NIGC will provide an evolving list of priority customers which will be given priority treatment. This list will identify no more than three percent of the total customer base that will be subject to shorter escalation levels.
  • Incidents initiated for priority customers will be marked as priority when created. The list will be periodically updated by written notification from the Contracting Officer’s Representative (COR) and changes to the list will not be considered a change in the scope if the list does not exceed three percent of the total customer base.

Required Skills/ Experience/ Education:

  • Must have Tier1/NACI Security Clearance.
  • 3 Years’ Experience in Microsoft – Windows 10 Desktop Operating Systems
  • 3 Years’ Experience in Microsoft – Office 365 Account Management
  • Experience in Remote Support
  • Experience in Troubleshooting basic application issues such as Office and other third-party software.
  • Ability to identify trends and makes suggestions for technical modifications to solve future problems.
  • Ability to document solutions that solve client problems and clearly presents
  • Demonstrates a customer orientation and effectively communicates verbally and in writing.
  • Analysis of technical and user documentation for technical assistance and support.
  • Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.
  • Demonstrates a customer orientation and effectively communicates verbally and in writing.
  • Demonstrates initiative in solving problems associated with projects and daily work.

V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant. Please share my contact information with others working in Information Technology.

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