Previous Job
IA OCIO -Desktop Support -L2-Exception
Ref No.: 18-03732
Location: Des Moines, Iowa
Start Date / End Date: 05/21/2018 to 05/19/2019
Short Description: Will performs all roles of a Desktop Support staff. Will be first contact for Support tickets and will assist Desktop Support 3 staff with harware issues and imaging staff desktop equipment

Complete Description:

This role is focused on actual desktop support and not help desk phone support. The ideal candidate must have hands on troubleshooting experience to cover anything on the desktop.

Candidate must be able to:
-Handle difficult situations with clients and turn them into a win for the desktop support team
-work trouble tickets from system
-be a mentor to less experienced Desktop Staff, and be able to work tickets that they pass on
-solve issues desk side and through remote desktop
-answer how to questions and resolve issues related to applications, printers, connectivity
-setup and install new PC's,
-maintain a positive outlook, be professional, and provide excellent customer service

Greater detail outlined in the skills matrix.

Some work may be required outside of M-F (7 to 5), not to exceed a 40 hour work week

More than 3 years of relevant experience and preferred education of 2 year degree or equivalent technical study

Required / Desired Skills
Skill Required / Desired Amount of Experience
Ability to work independently and take initiative in resolving desktop issues Required 3 Years
Experienced in PC (desktop/laptop/thin client) support - both desk side and remote Required 3 Years
Experienced in PC operating system support - Windows 7/10 installation, patching, and troubleshooting Required 3 Years
Ability to troubleshoot issues with Microsoft Office 2010/2013/2016 Required 3 Years
Ability to troubleshoot issues with browsers – Chrome, Microsoft IE 11/Edge Required 3 Years
Ability to install and troubleshoot issues with a variety of in-house developed and 3rd- party software Required 3 Years
Experienced in Windows networking TCP/IP configuration and troubleshooting Required 3 Years
Ability to modify system registry (regedit) Required 3 Years
Printers - hardware maintenance (toner/maintenance kit replacement) Required 3 Years
Printers - troubleshoot network printer connectivity issues Highly desired 3 Years
Experienced in Google device (Chromebox/Chromebook) support Highly desired 1 Years
Experienced in support of the Google Office Suite of products Highly desired 1 Years
Thorough understanding of Microsoft Active Directory – Users and Computers (particularly working with computer objects) Highly desired 3 Years
Ability to use industry standard remote tools - preference for SCCM Highly desired 3 Years
Experienced with hard drive encryption - encrypting, decrypting, and troubleshooting; preference for Bitlocker and SecureDoc WinMagic Highly desired 3 Years
Experience with Windows 7 to Windows 10 migration Highly desired 1 Years
Industry certification (A+, Network+, MCP, etc.) Nice to have

Question 1 The Contractor must report any disciplinary action, misdemeanor or felony convictions to the State for any temporary IT staff provided. Do you agree to this requirement?
Question 2 Absences greater than two weeks MUST be approved by CAI Management in advance, and contact information must be provided to CAI so that a resource can be reached during his or her absence. The client has the right to dismiss the resource if she or he does not return to work by the agreed upon date. Do you accept this requirement?
Question 3 This requirement falls under the e-RTR process. The candidate MUST submit their Right to Represent electronically following the process to be considered. Do you accept this requirement?
Question 4 Please list candidate's email address HERE that will be used when submitting E-RTR.