TIer II Support (SharePoint) - 3587


Responsibilities:

  • Provide Tier II support for SharePoint end users.  
  • Does not need administrative skills but good end user support with strong emphasis on SharePoint at the user level.
  • Tier 2 provides systems support and business (functional) assistance to users for tickets that
  • cannot be solved under Tier 1.
  • The Contractor shall provide customer support for escalated Helpdesk support functions to include: Review and validate that the problem requires escalation to Tier 2, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide.
  • Classify and provide analysis, including analysis of the problem as it relates to prior Tier 2 tickets or previous trouble tickets.
  • Refer those tickets that cannot be resolved within the SOP time parameters, with escalation to T 3.
  • Recommend whether on-site government assistance and support is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations.
  • Provide advanced and complex technical support for all base-level applications.
  • Provide desk side one-on-one training upon special request from end users.
  • This service is estimated at 20 requests per month with a 4 hour response time.
  • Develop training materials, as needed, if not available from EEOC
  • Set up and de-install of computers. This includes special requests for training room setup and de-install
  • Coordination and execution of end-user loaner program for computers, laptops and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.).
  • Contractor shall provide documentation log, retest and check-in all returned equipment
  • Assistance with printing, scanning, faxing, etc; Mobile devices configurations and management
  • Installing or de-installing user applications, moving computers
  • Exit assistance for users leaving the headquarters facility; Disk wipe hard drive, prepare inventory paperwork, and store for re-use
  • Maintain EEOC Operating System (currently Microsoft Windows 7) and provide testing, trouble shooting, documentation, and consultation to assure all EEOC applications can run under USGCB compliant guidelines
  • Provide Operating System updates, upgrades as required by the EEOC.
  • The EEOC may migrate to Windows 10 within the task order period.
  • Full planning, application testing, configuration, administration, and deployment shall be the
  • responsibility of the Contractor. Performance AQLs can be re-negotiated during and after upgrades
  • Writing and testing install scripts, troubleshooting problems with configuration settings, test
  • and integration of applications
  • Work with the EEOC security operations team to conduct desktop virus scan, and remediate
  • infected systems.
  • Conduct desktop data recovery and backup.

Requirements:

  • At least two years supporting Sharepoint at the user level.
  • At least 4 years of IT experience with A+ or Network+ certification
  • Experience training end users is desired
  • A bachelor's degree in IT related field is desired but not required
  • Position of Public Trust (SF85P)

 

MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.