Carrer

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Complete Description:

**local candidates only

**in person interviews only

**will more than likely be extended beyond 6/30/13

**should the agency find budget for a full time person, agency would like the option to explore the possibility of hiring the contractor FTE. Therefore, all candidates submitted must be eligible for direct hire by Commonwealth without sponsorship. Fulltime hire is not guaranteed and there is no time frame for it.

Serve as the agency's level II technical resource for addressing problem incidents received in the departments Customer Relationship Management (CRM) system from DSS customers.

Years of Experience:

4-7 years of experience in the field or in a related area.

Ensure problem incidents related to System Outages, Network, Security, Web Services, Hardware, Software, Knowledge Center Training, and all other issues are responded to according to the guidelines set in the Support Center's Service Level Agreements.

Monitor and assign tickets received in the CRM system timely and efficiently to minimize the business impact to the customer.

At least 5 years experience working in a fast paced environment providing level II Helpdesk end user technical phone support to a large customer base (over 10,000 seats)

At least 4 years experience working with Customer Relationship Management software and have a general understanding of how to triage, document, assign, and manage tickets

Skills:

Working knowledge of MS Operating systems and applications

Required 5 Years

Must have experience taking help desk calls, resetting passwords, assisting agencies with typical help desk issues

Required 5 Years

Experience working with HP Openview Service Center Customer Relationship Management Software or similar

Required 2 Years

Experience working with Human Service Applications

Desired 2 Years

Excellent oral and written communications skills are imperative

Required

Question 1

Is candidate eligible to be hired directly (without sponsorship) by the DSS?

Question 2

Is candidate willing and able to attend an in-person interview? There will be NO phone interviews for this position In-person interviews are absolutely required, no exceptions.