Job ID: CO-0516)
Hybrid/Local Desktop Support Technician with Imaging, software/hardware/Peripheral/drivers installation/troubleshooting, Asset Management, Ticketing, ServiceNow, Vulnerability remediation, User support experience
Location: Denver CO (CO OIT)
Duration: 12 Months
Candidate Must Be Local
Worker will commute to the Denver Metro area several times a week, providing assistance to multiple onsite locations serviced by OIT DSS
Job Description:
The project consists of being part of the Strategic Work Assignment Taskforce with the objective of assisting multiple teams throughout OIT’s Deskside Support teams throughout the Denver Metro area. The “SWAT” team assists many of the OIT DSS teams with device imaging and deployment, ticket (both Tasks and Incidents) completion, troubleshooting, device life cycle management, and assisting with other team objectives. This position will require being stationed at several different locations throughout the state on a week-to-week basis to assist with specific projects or to provide extra assistance to DSS teams. Work shifts are from 8am to 5pm.
Scope of Work
The Service Provider will provide and maintain the following duties and responsibilities:
Imaging and Deployment of Computers:
Preparing desk-facing devices (including but not limited to laptops, desktops, phones, and printers) using OIT standard methods. Also, the installation of software, drivers, and updates before deploying the device to the intended user.
Device Surplus:
Breaking down and removing hard drives from out-of-warranty or disabled devices, cataloging them, and transporting them to their location of destruction.
Asset Management:
Maintaining accurate information within OIT’s asset management systems or all desk facing devices (including but not limited to laptops, desktops, phones, and printers)
Incident Ticket Completion
Providing customers with break-fix tier one and two troubleshooting support to be tracked within the Service Now ticketing system. These tickets will be completed within the SLA time limit.
Task Ticket Completion:
Provide customers with tier one and two serviceable action items including software installation, device setup, device transportation/removal, shipping, and other non-break-fix action items. These tickets will be completed within the SLA time limit and kept up to date with notes at minimum once per week until resolved.
Multi Agency Assistance
The contractor will be asked to assist one or more of the following agencies and is expected to be able to travel and have a mode of transportation between agencies in the Denver Metro area.
Vulnerability remediation
Office move support
Peripheral support: Monitors, docks, printers, headsets,etc.
Onboarding and offboarding End User support
Meeting Attendance:
Attend project update and status alignment meetings.
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