Help Desk Agent for Covid-19 Project

Employment Type

: Full-Time


: Information Technology

Help Desk Agent for Covid-19 Project - 12+-month, Contract - Commerce, CA 90022 (Remote Flexibility) Genuent's Government client is hiring several Help Desk Agents for Covid-19 Project for a 12+ month, possible extendable contract in Commerce, CA. Qualified Candidates, please email your professional resume to Soo Lim OR call Notes Must be able to pass a stringent Criminal background check before starting work. Free Parking at main work site. The Consultant should reside in Southern California Consultants shall be trained on site for up to one (1) month at the Service Desk at 5555 Ferguson Drive, Commerce, CA 90022. Once the initial training is complete, Consultants may be assigned to work remotely thereafter. Client Project Manager and Consultants shall meet as-needed throughout the life of the work order. OBJECTIVE Our Government client seeks to obtain services from up to six (6) consultants at the level of Service DeskHelp Desk Agents to assist Public Health Division in providing remote technical support services to staff and temporary personnel working at County facilities, external agencies andor personal residences. BACKGROUNDDue to the expansion in teleworking operations and increased demand for support from temporary personnel, our Government client division is seeking up to six (6) experienced Service Desk or Help Desk Consultants to increase the responsiveness to IT support requests and reduce call wait times. The division normally operates a Service Desk that supports over 5000 staff and a network of over 3000 contracted providers. As the lead agency for the Government's COVID-19 response, they have had to recruit and onboard hundreds of staff and volunteers to support COVID-19 case investigation and contact tracing operations. Service Desk personnel have been tasked with provisioning accounts to response systems, troubleshooting system access and equipment issues, and installing software remotely. In addition,CLIENT staff have had to support a significant number of response staff working remotely using Client issued devices or personal devices. SCOPE OF WORK - The duties to be performed include all of the following Respond to End-User support calls. Use Help Desk software to document and track support calls. Reset passwords. Create system accounts. Equipment inventory tracking. Remote installation of software. Research equipment specification requests. Assist PC support staff as needed. Escalate problems to appropriate staff. Install remote control software. Utilize remote desktop software to perform system updates, modify installation parameters, desktop configurations, files and file system security. Update, install, and configure operating systems on all Windows desktops. Logically secure workstations. Join workstations to a Microsoft server environment. Utilize remote desktop software to secure all networked printers and removing unnecessary protocols from the setup. Attend meetings with Client Project Manager. SAFETY DUTIES The Consultants shall follow COVID-19 cleaning guidelines provided by the CDC httpswww.cdc.govcoronavirus2019-ncovpreparedisinfecting-building- httpswww.cdc.govcoronavirus2019-ncovpreparedisinfecting-building-facility.html facility.html httpswww.cdc.govcoronavirus2019-ncovpreparedisinfecting-building-facility.html . MINIMUM QUALIFICATIONS 1. Four (4) years of experience within the last five (5) years in Service Desk or Help Desk operations acting as a call center agent or customer service representative (dealing with customerclients, answering calls, managing ticket system). 2. Three (3) years of experience within the past four (4) years installing software on PC s in a Microsoft Windows desktop environment. 3. Three (3) years of experience within the last four (4) years troubleshooting issues related to domain joins, group policy, profile management, DHCP, DNS, TCPIP. 4. Four (4) years of experience within the last five (5) years with remote installation of software. a. Provide a list of three organizations where similar services have been provided. Must provide the name, phone number and email of contact person in WOS Form A to meet this requirement. 5. Four (4) years of experience within the last five (5) years working with Active Directory, Office 365, and Windows 10. Resumes submitted must contain clear evidence that above requirements are met. Candidates are expected to provide names, telephone numbers and emails of persons who can substantiate anyall experience and job performance. References will be verified.

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