business systems analyst

Contractor DHB IT Business Systems Analyst / User Support Technician

Position Overview:

This position will assist the NC Medicaid Infrastructure Team Manager in organizingservicing and deploying computers Cisco telephone/network laptops printerscopiers scanner e Fax and other technology for the Division of Health Benefits (DHB) employees contractors and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.

Salary Rate is based on what a normal State User Support Technician would make: $$$$$$ per hour

Job Specific Responsibilities:

• Assist with managing division computers and related equipment and software including deployment and return of desktops laptops printers and all peripherals.
• Serve as a delegated administrator for the North Carolina ID (NCID) system responsible for assisting with creating deactivating unlocking and resetting DHB staff NCID accounts. This information creates the outlook email account for our Active Directory called EADS.
• Provide telephone system support for DHB staff including deploying phones to offices and conference rooms submitting tickets for phone setup for new and existing staff and troubleshooting phone issues for DHB staff. State cellphone deployment and management is an important part of this position.
• Assist DHB Users with their IT requests using the ServiceNow ticketing system. Monitor requests and document the resolutions in the ticketing system.
• Help track DHB IT Inventory with our WASP Inventory Tracking System and follow established processes.

KnowledgeSkills and Abilities Required:

To receive credit for all your work history and credentials you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all the following:

• Excellent verbal and written communication skills
• Ability to establish and maintain effective working relationships with coworkers officials and the public
• Ability to work independently with minimum supervision
• Ability to effectively manage multiple tasks and priorities
• Capable of resolving routine problems based on existing documentation training and resources
• Previous working experience providing technical support
• Proven ability deploying and configuring desktop and laptop computers and peripheral devices

Expected Skills: Able to work without assistance; can provide limited leadership to others; able to manage medium complexity work efforts; may have industry experience.

Description (including but not limited to):
1. Technical assistance support and advice to end users for hardware software and systems
2. Handson technical and functional assistance to business and technical users
3. Remote technical and functional assistance to business and technical users
Required/Desired Skills
SkillRequired /DesiredAmountof Experience IT Support troubleshoot servicing and deploying computers Cisco telephone/network laptops printers copiers scanner eFax and other technology.Required2YearsActive Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.Nice to have2YearsInventory Management of Hardware laptops tablets network equipment servers and cell phones.Nice to have1YearsFirst point of contact for troubleshooting and repairs. Excellent customer service verbal and written communication skills needed. Required3YearsUse of an IT Ticketing System like ServiceNow to resolve requests and document work.Nice to have2YearsProvide telephone system support for DHB staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.Nice to have2Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirementQuestion2Please list candidate s email address. Question3Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.Question4Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirementQuestion5Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirementQuestion6Candidates submitted above the rate of $$$ will not be considered. Do you accept this requirement Question7Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirementQuestion8Please confirm you have thoroughly validated and attest to the accuracy of the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS009440. Do you confirm