Abacus
Customer Support Analyst A. Entry
Abacus, Lake City, Florida, United States, 32024
FDOT Job 2 210 Customer Support Analyst A. EntryStatement 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 from vendors 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 D2 Head Quarters1109 S. Marion AvenueLake City, FL 32025
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.
4 Scope of Services
Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
5 Education
Bachelor's Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience
6 Experience
Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
7 Primary Job Duties/ TasksMonitors Service Desk queue and resolves support tickets as assigned.Documents work performed and resolution(s).Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.Provides high level of customer service by providing status and information to the customer.ssigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.Performs advanced troubleshooting to determine cause of problem.Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.Works with staff on issues outside their areas of responsibility as needed.Provides hardware and software technical training and professional development for other Technicians as needed or assigned.Provides Tier III advanced support for other Technicians as needed or assigned.Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.Participates on statewide teams, both internal and external to the Office of Information Technology (Client).Provide facts to facilitate the team's decision-making process and to achieve the team's goals.Shares information and receives feedback from other Client staff as appropriate.Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.Coordinates service calls and repairs for warranty and non-warranty items.Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.Installs, maintains, and supports specialized software applications as assigned.Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.Provides Audio Visual (AV) and Video Conference (VC) support as assigned.ssists with reserving, setting up, and troubleshooting of AV and VC equipment.Provides support of medium to high complexity.Works in a team as a team member.May coach more junior technical staff.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 from vendors 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 D2 Head Quarters1109 S. Marion AvenueLake City, FL 32025
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.
4 Scope of Services
Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
5 Education
Bachelor's Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience
6 Experience
Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
7 Primary Job Duties/ TasksMonitors Service Desk queue and resolves support tickets as assigned.Documents work performed and resolution(s).Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.Provides high level of customer service by providing status and information to the customer.ssigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.Performs advanced troubleshooting to determine cause of problem.Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.Works with staff on issues outside their areas of responsibility as needed.Provides hardware and software technical training and professional development for other Technicians as needed or assigned.Provides Tier III advanced support for other Technicians as needed or assigned.Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.Participates on statewide teams, both internal and external to the Office of Information Technology (Client).Provide facts to facilitate the team's decision-making process and to achieve the team's goals.Shares information and receives feedback from other Client staff as appropriate.Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.Coordinates service calls and repairs for warranty and non-warranty items.Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.Installs, maintains, and supports specialized software applications as assigned.Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.Provides Audio Visual (AV) and Video Conference (VC) support as assigned.ssists with reserving, setting up, and troubleshooting of AV and VC equipment.Provides support of medium to high complexity.Works in a team as a team member.May coach more junior technical staff.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.