Desktop Support Engineer

Job ID: CT-59209 (95190930)Onsite/Local Desktop Support Engineer with hardware/software/LAN ExperienceLocation: Waterbury, CT DOCDuration: 12 monthsSkills :computer hardware/software/LAN network installation and troubleshooting Proficient (4-6 Years) YesExpert in building laptops, tablets, desktops with MS Windows 10 operating syste Expert (10+ Years) YesMS Teams Expert Proven record of using MS TEAMS Proficient (4-6 Years) YesCommunication skills both verbal and written Advanced (7-9 Years) Yes.CURRENT SYSTEMS / PROJECTS OVERVIEWThe Board of Pardons and Paroles (BOPP) is seeking a Computer (Helpdesk/LAN) Technician Level 1Objectives for this engagement include:Ø Desktop Services:Diagnose and resolve personal computer, laptops and phone problems;Diagnose simple software problems;Build and deploy tablets and laptops including configuring user specific settings;Install new software releases of simple to moderate complexity;Manage Active Directory user accounts;Manage agency copiers/printers;Implement security protocols on computer hardware;Assists end users in resolving hardware and software issues in person or by fielding telephone calls and email communication.Ø Network Services (wired and wireless):Provide first level support for network connectivity or related network issues;Assist with, diagnosis and resolve simple network problems;Assist with the configuration of network components;Assist BOPP in updating network and adding end users to such networkPerform related duties as required.Ø Miscellaneous:Assist in Video Teleconferencing equipment installation and deployment.Update / maintain conference room technology on a weekly basis;SCOPE OF WORK:Required Skills/ExperienceAll applicants for this Statement of Work must have a minimum of 2 years of experience in computer hardware/software/LAN network installation and troubleshooting. Please indicate knowledge and experience related to these areas on résumés.Expert in building laptops, tablets, desktops with MS Windows 10 operating systemProven record installing and troubleshooting software in Windows environment: MS Office, Web browsers, end user equipment such as printers (Toshiba, HP) and scanners (Fujitsu, HP)Proven record working with wired and wireless LAN networks, CAT5 – CAT6 cabling, network drivers installation and troubleshooting, connecting new users to the domainBasic knowledge of teleconferencing using MS Teams and ZOOMAbility to document, track and monitor end user problems to facilitate a timely resolutionGood written and verbal communication skills with ability to provide extensive documentation as neededStrong experience writing documentationStrong ability to work with staff of varying skill levels (executive, technical and non-technical)Nice to HavesA+ CertificationCCNA CertificationADMINISTRATIVE CONSIDERATIONSContract Timeline and Work Schedule: BOPP expects to engage the local consultant (CT Residents or consultants willing to relocate to CT) as soon as the paper work is processed), and last for 6 months, with the possibility of an extension based on BOPP’s needs. All work will be performed in eight (8) hour shifts, 5 days per week, between 8:00am and 4:30pm on normal scheduled business days (Monday to Friday), excluding State holidays and furlough days. Payment will be on a time and material basis and paid only for hours worked. Expectations on work schedule will be set by the consultant. Failure to do so will result in nonpayment.Deliverables: The descriptions under “Scope of Work” form a guide to the anticipated work, as it is currently envisioned. These tasks may be adjusted, reduced or expanded as the project progresses through various phases. The consultant(s) shall be expected to maintain and provide written documentation on any work performed in conjunction with this engagement.State Resources and Oversight: The State will provide support and guidance to the consultant(s) selected for this project. The BOPP ITA2 will be responsible for coordination of resources and services with consultant.The consultant(s) will:Maintain project communicationsComply with BOPP/DOC policies and proceduresReview and provide feedback on measurable and achievable deliverables daily; review timelines with the project managerProvide daily status on the deliverables for the dayWork with team members to facilitate technical sessionsAddress and/or escalate issues or risks to deliverables in a timely manner to prevent delays in schedulesUse the BOPP/DOC-supplied shared site to store and collaborate on project documentationBe responsible for reviewing project tasks, schedules, and resources and make changes or additions, as appropriate; measuring and evaluating progress against the Project Management Plan (PMP) with BOPPAddress and resolve deviations from the PMPParticipate in regularly scheduled project status meetingsPrepare and submit Weekly Status Reports to the BOPP IT ManagerFollow the Project Change Control ProcedureResolve deviations from the estimated scheduleRespond to emails in a timely mannerAttend, in person, critical meetings as determined by BOPP. A schedule, as well as a regular time and format for these meetings, will be established.Consultants who fail to meet the requirements of the duties stated above, including providing quality deliverables on time, BOPP may take the following steps:After the first lapse, BOPP may provide a verbal warning to the consultant.Failure to correct the behavior or after a second lapse, BOPP may issue a written warning to the consultant, including a copy to the vendor.Failure to correct the behavior or after a third lapse, BOPP may take further actions, including, but not limited to, termination of the engagement.Security/Privacy Considerations: Information accessible by the consultant(s) may be sensitive, confidential or subject to the Privacy Act and/or HIPAA. The consultant(s) must be familiar with and comply with the provisions of appropriate regulations and/or instructions. Signing of a confidentiality agreement and taking the mandatory DSS security and compliance online training will be required. The display of an access badge will be required at all times that the consultant(s) is present in the facility.CTE-RTR-2.doc