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Help Desk Support I
Ref No.: 17-04110
Location: Denver, Colorado
Help Desk Support I

Deskside Support (DSS), Office of Information Technology (Client) at
Colorado Department of Labor & Employment (CDLE)

01/08/2018 - 04/27/2018
633 17th Street, Suite 201Denver  CO

The Governor's Office of Information Technology (Client) is seeking a qualified vendor to provide 1 "leased workers" for no more than 40 hours per week and up to a maximum of 16 weeks for assistance in installing, updating and moving IT equipment fixing IT "issues."
  BACKGROUND Due to recent staffing changes, the Deskside Service Support team is under manned and unable to keep up with current work load.  The team receives an average of 350 work orders per month for incident and change resolution. 
This contractor will be responsible for assisting in the day-to-day activities surrounding break-fix activities.  Additionally, this position will assist with provisioning new equipment, maintaining inventory and ensure we meet our current service level commitments.
The Vendor shall be responsible for providing qualified candidates to:
  • Provide technical assistance for user questions/issues on Windows 7, 8 and 10 along with Microsoft Office 2010, 2016 and Office 365.
  • Resolve computer problems
  • Image computers using local imaging processes
  • Install and perform minor repairs to computers and peripheral equipment
  • Set up equipment for employee use
  • Maintain records of daily hardware installations
  • Perform DoD wipe of surplus equipment
  • Update/create documentation and processes
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

  Type   Qualification   Description   Competency   Experience   Required    
  Skills   Communication skills both verbal and written       Advanced   4-5 yrs   No  
  Skills   Microsoft Office Professional       Advanced   5-6 yrs   No  
  Skills   Team work       Expert   6-7 yrs   No  
  Skills   Windows 10       Proficient   3-4 yrs   No  
  Skills   Windows 9x/2000/XP/NT/Vista/7       Advanced   6-7 yrs   No