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County Operational Support/Help Desk Support(Job ID:K19-0077-29) Full-time

Computer Consultants International, Inc Annapolis, MD
  • Posted: April 16, 2019
  • Full-Time

CCI has a Client who is seeking a Candidate to provide software maintenance and user support. There is one system but there are two functional programs - Marriage Licenses and Business licenses. 

The contractor shall provide county operational support functions, software testing and upgrades, and remedial/preventive maintenance for the eLicense System. 

County Operational Support 

Contractor's Duties and Responsibilities (Tasks) 

County Operational Support 

Support personnel must understand escalation procedures; be knowledgeable and professional; able to quickly resolve problems; responsive to customers and Agency; gain the trust and confidence of Clientstaff; put the customer first and deal with any conflict after resolving system issues. Staff support includes maintaining a USER Guide that explains all processes and procedures. In general, staff support shall be provided during regular business hours of 8:00 am to 5:00 pm, Monday through Friday. When necessary, some maintenance tasks may be performed outside of normal hours with approval from the Agency PM. 

Help Desk Tickets 

Customer requests for assistance will be mostly funneled through the Judiciary's Service Desk and directed to the vendor by Non-Case staff. The vendor may receive direct calls from court staffs. As a guideline, requests for assistance need to be acknowledged within two hours of receipt and the problem fixed within four hours unless unusual circumstances prohibit a timely resolution. Tickets should be addressed in the order they are received and upon resolution, an email will be sent to JIS indicating the solution provided. 

Qualifications: Education: A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field. General Experience: This position requires a minimum of seven (7) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields. Specialized Experience: At least five (5) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude. Experience in Public sector Preferred

Computer Consultants International, Inc

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