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Help Desk 2
Ref No.: 14-00495
Location: Austin, Texas
The Department of Information Resources
1 year
2080 Hours

The Department of Information Resources (DIR) requires the services of one Help Desk contractor, hereafter referred to as Worker(s), who meets the general qualifications of ITSAC Help Desk 2 Category Core Technology Type and the specifications outlined in this document for the Texas Department of Motor Vehicles (TxDMV).

All work products resulting from the project shall be considered "works made for hire and are the property of the TxDMV. TxDMV may include pre-selection requirements that potential Vendors (and their Workers) submit to and satisfy criminal background checks as authorized by the Texas law. TXDMV will pay no fees for criminal background checks, interviews or discussions, which occur during the process of selecting a Worker(s).

This position will provide end-user support for computer desktops, peripherals, and IT services by installing, monitoring, diagnosing, repairing, maintaining, and upgrading desktop hardware, software, and peripheral equipment to ensure optimal workstation performance. Deliver desktop support in a managed computing environment using Group Policies in Active Directory, and image creation. Provide customer-focused desktop support for TXDMV Staff using strong interpersonal and customer service skills. Coordinate customer needs with existing central IT service offerings. Support mainstream as well as specialized office software applications. Maintain inventory, manage life cycle processes, develop hardware specifications, and other administrative tasks as needed. Record and track support requests using ticket tracking system.

Special Terms and conditions: Worker must attend regular working hours.

Minimum Requirements:
Years Skills/Experience
3 Computer, peripheral, installation, and troubleshooting.
1 Demonstrated excellence in IT customer service and or demonstrated excellence in a help desk environment.
2 Knowledge of directory services and remote access tools. Demonstrated ability to be a team player.

Years Skills/Experience
4 Experience installing and supporting hardware, software and networked systems in a multi-protocol environment. Experience configuring and supporting Microsoft Office, and Filenet applications. Knowledge of desktop management applications including Windows 7, Novell, Active Directory Group Policy and, LANDesk.