Abacus
FDOT Customer Support Analyst B. Intermediate
Abacus, Deland, Florida, us, 32723
FDOT Job 2 210 Customer Support Analyst B. IntermediateStatement of Work (SOW)
1 Request for Quote
Florida Department of Transportation
State Term Contract No. 80101507-23-STC-ITS
2
Overview
2.1
The Florida Department of Transportation (Department), is requesting resumes and hourly rate quotes for staff augmentation resources meeting the specific Knowledge, Skills, and Abilities (KSAs) listed below. The Department will select the candidate that provides the best overall value to the State, based on skill set and rate.
Term
: The contract term for this Staff Augmentation position is intended to be
SAP - 6/30/2025
, with possible renewal, based on excellence in work provided, need and budget availability.
NOTE
: "Term " does not mean the awarded contractor or resource are locked in for the full year - any contractor or resource may be terminated for cause, convenience, or funding during the contract term.
Candidate Submission
:FDOT is accepting one (1) candidate submission per vendor for this
Vacant
position.
Rate Increase
:Please do not impose a rate increase for any subsequent year of the contract as part of your bid response. This is a firm fixed price and will be increased only at the discretion of the Department, based on consultant job performance and availability of funds. Imposing additional increases will automatically disqualify the candidate submission from consideration.
Quote Evaluation
:Quotes will be evaluated based on the specifications identified in the scope of services and sub sections below. The eQuote will be awarded to the Contractor who presents a Candidate who demonstrates the best value to the Department based upon the response provided. The submission of additional work samples, or in person interview(s) may be requested at the discretion of the Department.
Face to Face Interviews
:t the hiring manager's discretion, interviews may be conducted via Microsoft Teams or in person.
Telecommuting
:This position does not allow telework.
Work HoursFlexibility to work hours between 7:00 AM & 7:00 PM and/or Saturdays, either on a rotation or as part of a regular and on call work schedule.
This position will report to
:FDOT D5 Head QuartersDeland, FL
Conflict of Interest Statement
:To prevent any bias, unfair competitive advantage, conflict of interest, or the appearance of impropriety, Vendor employees must not have been directly or indirectly involved in the development of the Scope of Services or related solicitation documentation for which the Vendor is preparing a bid. If the Vendor employee worked in conjunction with the Department on the development of the solicitation document, the Vendor is disqualified from submitting a bid for this solicitation. The Vendor personnel assigned to other Department projects outside this Agreement, shall hold and maintain any confidential information that could benefit the Vendor on future solicitations in strictest confidence.
The Department will avoid Organizational Conflict of Interest through mitigation efforts in three categories:
. "
Unequal Access
" wherein an unfair competitive advantage surfaces when a Vendor obtains information not generally available to other competitors, and where such information would assist them in winning the contract over their competitors.B. "
Impaired Objectivity
" wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity.C. "
Biased Ground Rules
" wherein the Vendor is writing the SOW, performing systems engineering, or providing technical direction efforts.
Need help with MFMP
? Contact the MFMP Customer Service Desk at 866-352-3776 if you have any questions regarding application functionality.
3. Vendor Response will Include:
3.1 Price per hour
3.2 Candidate ResumePlease upload your candidate's resume and any supporting documents, requested (i.e. skills matrix, recommendations, etc.) (maximum file size is 20 MB).
NOTES
:1. Submitting "video " resume is
strictly prohibited
and will automatically disqualify your candidate from further consideration. Do not upload a video resume in Ariba OR email a video resume (or link to a video resume) separately to ANY FDOT personnel.2.
PDF or Word
doc are the
only acceptable formats
for resume submission. Resumes submitted in JPG format will be disqualified.3. Failure to upload a resume at the time of candidate submission will result in quote disqualification.
3.3 Exhibit E: Resume Self - Certification FormWhen submitting a response to an RFQ the Contractor shall submit with its response a signed Resume Self-Certification Form (Exhibit E) to the Department for each candidate included in the RFQ response. For a blank form, see the DMS IT Staff Augmentation Contract website
here:
Exhibit E - Resume Self-Certification Form.pdf (ccplatform.net)
NOTES
:1. PDF is the only acceptable format for submission of the Exhibit E form.
Forms submitted in JPG format will be disqualified.2. Failure to upload the Exhibit E form at the time of candidate submission will result in quote disqualification.3. Failure to upload a complete Exhibit E form, with all fields filled in, at the time of candidate submission will result in disqualification.4 Scope of Services
The DeLand Office, IT Services Office is looking for a technician to assist the existing workstation support team with monitoring, troubleshooting, and maintaining the Departments Audio Visual environments including installation, maintenance services as well as training staff in their usage. The duties of this position can be broad and will include other such tasks as assisting the Workstation Support Supervisor with troubleshooting computer systems and related software, learning about and providing technical assistance and routine maintenance of specialized software applications. Providing support for other IT related hardware devices such as networked printers and USB attached peripherals. Responsibilities will include providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues. Being able to perform advanced troubleshooting to determine cause of problems. Installs, configures and provides user support, monitors Service Desk queue and resolves support tickets as assigned. Participates in and coordinates projects, shares information and receives feedback from other Client staff as appropriate. Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls. Provides advanced support for other Technicians as needed in Audio-Visual systems.
5 Education
Bachelor's Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience
6 Experience
1. Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment2. Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments3. Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes, Projection systems, LCD TV systems, Wireless presentation devices, Video conferencing equipment, software applications, operating systems and personal computer hardware4. Have the ability to do advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.5. Ability to plan, organize, manage and track projects6. Ability to communicate effectively both verbally and in writing7. Ability to read, understand, and comply with the department's policies
7 Primary Job Duties/ Tasks
1. Serves as primary support for conference room and huddle space meeting room projection and LCD monitor display systems, including various models of Polycom video conferencing and teleconferencing equipment. Conducts or coordinates with the appropriate Client section or contracted vendor for initial installation and configuration of equipment. Responsible for assuring routine maintenance and tracking of equipment to include keeping adequate inventory of replacement bulbs, and keeping up with loaner projectors, mobile display monitors and other related equipment.2. Responsible for setting up and configuring wePresent wireless presentation devices to approved standards. Assures firmware, startup screens and instructional posters and how to guides are kept up to date, tracks placement, assures IP address are properly reserved and maintains documentation. Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning. Work with the Organizational Change Management Multi-Media Team on the development and up-keep of how-to videos concerning the use of the equipment used in Central Office Conference Rooms and Huddle Space meeting areas.3. Responsible for the computer training facility, assuring all 21 desktop training computers remain in good working order and the OS is up to date and installs or assists offices with the installation of training software for classes. Maintains the scheduling calendar and assists various office training coordinators such as the CADD Support Office, Office of Construction, and the Organizational Development Office in preparation for scheduled computer-based classes. Maintains training facility, audio visual equipment.4. Assists the Workstation Support Supervisor in the troubleshooting of specialized applications including Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications, Department developed applications and other software. Assists with standard workstation support issues and PC replacements as needed. May be called upon to generates reports from SCCM on various specialized software installs and licensing or to evaluate and conduct research of new proposed software solutions. Performs other duties assigned.5. ssists in setting up and supporting iPhone and Android phones6. Performs other duties assigned.
8 Job Specific Knowledge, Skills, and Abilities (KSAs)
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:1. Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment2. Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware4. Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.5. Ability to perform advanced troubleshooting on various manufacturers of audio video equipment6. Ability to plan, organize, manage and track projects7. Ability to communicate effectively both verbally and in writing8. Ability to read, understand, and comply with the department's policies9. Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required10. Familiar with iPhone and Android Smartphones
Personal Attributes:1. Able to be trusted with sensitive information2. Accountable team player who believes no task is too small or too big to tackle3. Possess a high level of honesty and integrity in all matters4. Experience at working both independently and in a team-oriented, collaborative environment5. Advanced interpersonal, written, and oral communication skills6. Excellent listening and interpersonal skills7. Ability to conduct research into issues and topics as assigned8. Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities9. Must be able to learn, understand, and apply new things quickly10. Ability to effectively communicate ideas11. Highly self-motivated and directed12. Keen attention to detail13. Proven analytical and creative problem-solving abilities14. Ability to effectively prioritize and execute tasks in a high-pressure environment15. Strong customer service orientation
9 General Knowledge Skills and Abilities (KSAs):
The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:1.
Initiative
: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.2.
Communication
: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.3.
Customer Service
: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.4.
Decision Making
: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.5.
Flexibility
: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.6.
Interpersonal
: Shows friendliness, courtesy, understanding, and politeness to others7.
Leadership
: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.8.
Problem Solving
: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.9.
Team Building
: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.10.
Quality Assurance
: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.
1 Request for Quote
Florida Department of Transportation
State Term Contract No. 80101507-23-STC-ITS
2
Overview
2.1
The Florida Department of Transportation (Department), is requesting resumes and hourly rate quotes for staff augmentation resources meeting the specific Knowledge, Skills, and Abilities (KSAs) listed below. The Department will select the candidate that provides the best overall value to the State, based on skill set and rate.
Term
: The contract term for this Staff Augmentation position is intended to be
SAP - 6/30/2025
, with possible renewal, based on excellence in work provided, need and budget availability.
NOTE
: "Term " does not mean the awarded contractor or resource are locked in for the full year - any contractor or resource may be terminated for cause, convenience, or funding during the contract term.
Candidate Submission
:FDOT is accepting one (1) candidate submission per vendor for this
Vacant
position.
Rate Increase
:Please do not impose a rate increase for any subsequent year of the contract as part of your bid response. This is a firm fixed price and will be increased only at the discretion of the Department, based on consultant job performance and availability of funds. Imposing additional increases will automatically disqualify the candidate submission from consideration.
Quote Evaluation
:Quotes will be evaluated based on the specifications identified in the scope of services and sub sections below. The eQuote will be awarded to the Contractor who presents a Candidate who demonstrates the best value to the Department based upon the response provided. The submission of additional work samples, or in person interview(s) may be requested at the discretion of the Department.
Face to Face Interviews
:t the hiring manager's discretion, interviews may be conducted via Microsoft Teams or in person.
Telecommuting
:This position does not allow telework.
Work HoursFlexibility to work hours between 7:00 AM & 7:00 PM and/or Saturdays, either on a rotation or as part of a regular and on call work schedule.
This position will report to
:FDOT D5 Head QuartersDeland, FL
Conflict of Interest Statement
:To prevent any bias, unfair competitive advantage, conflict of interest, or the appearance of impropriety, Vendor employees must not have been directly or indirectly involved in the development of the Scope of Services or related solicitation documentation for which the Vendor is preparing a bid. If the Vendor employee worked in conjunction with the Department on the development of the solicitation document, the Vendor is disqualified from submitting a bid for this solicitation. The Vendor personnel assigned to other Department projects outside this Agreement, shall hold and maintain any confidential information that could benefit the Vendor on future solicitations in strictest confidence.
The Department will avoid Organizational Conflict of Interest through mitigation efforts in three categories:
. "
Unequal Access
" wherein an unfair competitive advantage surfaces when a Vendor obtains information not generally available to other competitors, and where such information would assist them in winning the contract over their competitors.B. "
Impaired Objectivity
" wherein a support Vendor is performing duties that involve assessing or evaluating itself or related entity.C. "
Biased Ground Rules
" wherein the Vendor is writing the SOW, performing systems engineering, or providing technical direction efforts.
Need help with MFMP
? Contact the MFMP Customer Service Desk at 866-352-3776 if you have any questions regarding application functionality.
3. Vendor Response will Include:
3.1 Price per hour
3.2 Candidate ResumePlease upload your candidate's resume and any supporting documents, requested (i.e. skills matrix, recommendations, etc.) (maximum file size is 20 MB).
NOTES
:1. Submitting "video " resume is
strictly prohibited
and will automatically disqualify your candidate from further consideration. Do not upload a video resume in Ariba OR email a video resume (or link to a video resume) separately to ANY FDOT personnel.2.
PDF or Word
doc are the
only acceptable formats
for resume submission. Resumes submitted in JPG format will be disqualified.3. Failure to upload a resume at the time of candidate submission will result in quote disqualification.
3.3 Exhibit E: Resume Self - Certification FormWhen submitting a response to an RFQ the Contractor shall submit with its response a signed Resume Self-Certification Form (Exhibit E) to the Department for each candidate included in the RFQ response. For a blank form, see the DMS IT Staff Augmentation Contract website
here:
Exhibit E - Resume Self-Certification Form.pdf (ccplatform.net)
NOTES
:1. PDF is the only acceptable format for submission of the Exhibit E form.
Forms submitted in JPG format will be disqualified.2. Failure to upload the Exhibit E form at the time of candidate submission will result in quote disqualification.3. Failure to upload a complete Exhibit E form, with all fields filled in, at the time of candidate submission will result in disqualification.4 Scope of Services
The DeLand Office, IT Services Office is looking for a technician to assist the existing workstation support team with monitoring, troubleshooting, and maintaining the Departments Audio Visual environments including installation, maintenance services as well as training staff in their usage. The duties of this position can be broad and will include other such tasks as assisting the Workstation Support Supervisor with troubleshooting computer systems and related software, learning about and providing technical assistance and routine maintenance of specialized software applications. Providing support for other IT related hardware devices such as networked printers and USB attached peripherals. Responsibilities will include providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues. Being able to perform advanced troubleshooting to determine cause of problems. Installs, configures and provides user support, monitors Service Desk queue and resolves support tickets as assigned. Participates in and coordinates projects, shares information and receives feedback from other Client staff as appropriate. Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items. Maintains records on all calls. Provides advanced support for other Technicians as needed in Audio-Visual systems.
5 Education
Bachelor's Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience
6 Experience
1. Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment2. Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments3. Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes, Projection systems, LCD TV systems, Wireless presentation devices, Video conferencing equipment, software applications, operating systems and personal computer hardware4. Have the ability to do advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.5. Ability to plan, organize, manage and track projects6. Ability to communicate effectively both verbally and in writing7. Ability to read, understand, and comply with the department's policies
7 Primary Job Duties/ Tasks
1. Serves as primary support for conference room and huddle space meeting room projection and LCD monitor display systems, including various models of Polycom video conferencing and teleconferencing equipment. Conducts or coordinates with the appropriate Client section or contracted vendor for initial installation and configuration of equipment. Responsible for assuring routine maintenance and tracking of equipment to include keeping adequate inventory of replacement bulbs, and keeping up with loaner projectors, mobile display monitors and other related equipment.2. Responsible for setting up and configuring wePresent wireless presentation devices to approved standards. Assures firmware, startup screens and instructional posters and how to guides are kept up to date, tracks placement, assures IP address are properly reserved and maintains documentation. Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning. Work with the Organizational Change Management Multi-Media Team on the development and up-keep of how-to videos concerning the use of the equipment used in Central Office Conference Rooms and Huddle Space meeting areas.3. Responsible for the computer training facility, assuring all 21 desktop training computers remain in good working order and the OS is up to date and installs or assists offices with the installation of training software for classes. Maintains the scheduling calendar and assists various office training coordinators such as the CADD Support Office, Office of Construction, and the Organizational Development Office in preparation for scheduled computer-based classes. Maintains training facility, audio visual equipment.4. Assists the Workstation Support Supervisor in the troubleshooting of specialized applications including Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications, Department developed applications and other software. Assists with standard workstation support issues and PC replacements as needed. May be called upon to generates reports from SCCM on various specialized software installs and licensing or to evaluate and conduct research of new proposed software solutions. Performs other duties assigned.5. ssists in setting up and supporting iPhone and Android phones6. Performs other duties assigned.
8 Job Specific Knowledge, Skills, and Abilities (KSAs)
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:1. Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment2. Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware4. Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.5. Ability to perform advanced troubleshooting on various manufacturers of audio video equipment6. Ability to plan, organize, manage and track projects7. Ability to communicate effectively both verbally and in writing8. Ability to read, understand, and comply with the department's policies9. Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required10. Familiar with iPhone and Android Smartphones
Personal Attributes:1. Able to be trusted with sensitive information2. Accountable team player who believes no task is too small or too big to tackle3. Possess a high level of honesty and integrity in all matters4. Experience at working both independently and in a team-oriented, collaborative environment5. Advanced interpersonal, written, and oral communication skills6. Excellent listening and interpersonal skills7. Ability to conduct research into issues and topics as assigned8. Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities9. Must be able to learn, understand, and apply new things quickly10. Ability to effectively communicate ideas11. Highly self-motivated and directed12. Keen attention to detail13. Proven analytical and creative problem-solving abilities14. Ability to effectively prioritize and execute tasks in a high-pressure environment15. Strong customer service orientation
9 General Knowledge Skills and Abilities (KSAs):
The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:1.
Initiative
: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.2.
Communication
: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.3.
Customer Service
: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.4.
Decision Making
: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.5.
Flexibility
: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.6.
Interpersonal
: Shows friendliness, courtesy, understanding, and politeness to others7.
Leadership
: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.8.
Problem Solving
: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.9.
Team Building
: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.10.
Quality Assurance
: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.