Hi
Please let me know your interest for this position
Reply back with expected hourly rate
Interview Mode- Phone/Skype
Location: Harrisburg, PA
Duration: 6+ months
Rate: Open
Job Description
· Resource will be responsible to answer any and all questions
regarding the desktop in use in BPOA. This includes all office product support
as well as the BPOA specific systems support.
· Documents the problem and all troubleshooting steps taken for each
incident for
· tracking purposes and future reference.
· Performs hardware and software diagnostics to isolate and correct
functional
· problems.
· Utilizes remote control software to troubleshoot desktop issues from
a central
· location
· Provides technical assistance and support to employees in the use of
a wide
· variety of IT software and hardware devices.
· Determines user training needs, prepares training materials, and
conducts
· training for users.
· Installs and configures IT hardware and software on new workstations
and
· installs and configures hardware and software upgrades for new or
existing
· workstations.
· Conducts tests on proposed and existing system hardware and software,
and
· recommends or performs minor repairs and adjustments or refers to the
· appropriate service personnel for resolution.
· Utilizes various techniques to test, troubleshoot, and identify
reported network
· connectivity and resource access problems.
· Assists in monitoring the network and problems as they arise, and
alerts higher
· level specialists of network problems.
· Diagnoses and troubleshoots localized IT hardware, software, and
network
· connectivity problems.
· Installs, tests, and maintains network cabling found in a network
· environment.
· Sets up shared resources on the network, such as printers and access
to file
· servers within established procedures.
· Resets passwords and unlocks user accounts for network users.
· Maintains inventory of office IT resources for maintenance contract
purposes,
· prepares the necessary orders for repair, and monitors contractor
performance.
· Executes test plans for system and system components, analyzes
outputs, and
· ensures compatibility with requirements before implementation.
· Participates in IT continuity of government tests and in risk
assessment analysis
· for systems and applications.
· Troubleshoots telephone, voice mail, and other telecommunications
related
· problems.
· Assists in installing and configuring videoconferencing systems
within
· established instructions and provides maintenance and operations
support.
· Answering level 1 technical question from the general public by phone
of via an email about BPOA specific systems.
Performs related work as required.
The Product Specialist is the expert for a technical development or execution
environment product or set of products. The primary responsibility of a Product
Specialist is to ensure the availability and facilitate the productive use of a
product for Application Teams or end users. The Product Specialist may own
part of a product, all of one, or several products depending on the nature of
the product(s) and their use. The Product Specialist requires significant to
expert experience and skills in the product supported. The Product Specialist
will usually also have significant experience in the operating environment(s)
(e.g., HP/UX, NT, MVS, etc.) on which the product is implemented. If the
product is one that was internally developed, the supporting PS should
also have most of the skills of a Programmer. The Product Specialist
is responsible for collaborating with Technical Architecture Specialist, System
Specialists, Programmers and vendors to ensure and enhance the use of the
product and effect migration to new versions of a product.
Role Description:
· Actively contributes as an expert or actual designer.
· Coordinates product design reviews to verify that design meets
quality standards and functional/technical requirements.
· Provides accurate estimates for design and programming efforts for
system changes and enhancements.
· Coordinates enhancements to business and logical data models with
data base administration to make the appropriate changes to the physical data
model.
· Confirms that technical architecture will support all changes
required by product enhancements.
· Effectively leads product tests and trials.
· Identifies appropriate business examples to illustrate key concepts /
features.
· Anticipates, identifies, tracks, and resolves issues and risks
affecting own work and work of the Application Team.
· Develops contingency plans as necessary.
· Applies specific expertise to ensure that products meet defined
customer objectives.
· Anticipates and resolve issues specific to the team.
· Determines time estimates and schedule for own work and resolve
issues in a timely manner.
· Identifies and tracks issues, risks and action items.
· Makes sound recommendations on functional and technical improvements
to the product.
· Analyzes the functional and technical impact of product planning
decisions.
· Develops appropriate functional and usability standards for products.
· Tracks and document expected volume and type of use of the product.
· Participates in product design reviews to verify that design meets
quality standards and functional/technical requirements.
· Performs impact analyses on production fixes and enhancements to
establish priorities.
· Provides basic product support and provide accurate and complete
answers to detailed product questions in a timely manner.
· Provides effective on-site product support as needed.
· Accurately sets severity of identified defects.
· Provides input to training and / or documentation materials regarding
latest technical and functional design changes.
· Documents all work for future reference.
· Reviews the system test approach and conditions used as the basis for
detailed test scenarios.
· Follows quality standards.
· Analytical and customer service skills.
· Communicates accurate and useful status updates.
· Able to work in a team environment.
· Completes assigned tasks.
· Strong communication skills; both written and spoken.
Skills Needed
Support of desktops & Mobile Devices in MS Windows 7 Windows 8.1 and Windows 10
Required 3 Years
Support of current MS Office Products Required 3 Years
MS Active Directory knowledge Required 1 Years
MS SCCM knowledge Required 1 Years
Customer Service Skills Required 2 Years
Incident Management System experience (Example: Service Now, Remedy)
Required 1 Years
A+ Certification Highly desired
Security + Certification Highly desired
Net + Certificationq Highly desired
Verizon Virtual Contact Center or other call center applications Highly
desired
Thanks
Archit
Archit Jain
Software People Inc.
<mailto:bhaskar.nain...@softwarepeople.us> archit.j...@softwarepeople.us
Ph: 631-739-8782 © Fax: 631-574-3122
Gtalk: ajain0102
Certifications: NY MWBE, VA SWaM, DE OMWBE, MA MWBE
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