QC + Tier 2 Technical Support

Responsibilities

OBXtek is staffing a Quality Control + Tier 2 Technical Support; for the United States Department of Agriculture’s (USDA) Client Experience Center (CEC). This role is accountable for two related functions: managing the Information Technology (IT) infrastructure and service delivery to USDA and providing quality checks around Tier 2 support.

 

You will use the CEC-provided ITSM system as the system for recording, tracking, and resolving all tickets, which includes Incidents, Change Requests and Work Orders. The Contractor shall ensure all tickets have accurate client data, problem descriptions and all steps taken for resolution, including documenting all communications related to the ticket. The Contractor shall update ITSM tickets as work progresses, ensuring all fields are properly completed. The Contractor shall input or assist customers with submitting ITSM requests when requested.

Ticket recording and management are supported by Remedy Helix and migrating to ServiceNow. Resolution and management procedures are governed by the team's established performance standards and AQLs. You will escalate all tickets and problems that cannot be resolved to the appropriate work group for resolution.

 

Support Hours:

You will provide Tier 2 support Monday through Friday, 8:00 AM to 4:30PM, Eastern Time.

 

Tasks - Overview:

Tier 2 support provides CEC supported customers with on-site Tier 2 in-depth technical support and request fulfillment. This includes resolving incidents, change requests, and work orders for Tier 2 customer needs involving, but not limited to diagnosing and repairing software and hardware related problems, software deployments, account management, and telecommunications equipment support (including VTC, VoIP, WITS), software installations/reinstallations, patching, operating system upgrades, networking support, printers, and peripherals, asset management, and configuration management. Resolution and completion of tickets may occur onsite and/or via remote access.

 

QC support includes random sampling, inspections, and audits as well as a focused analysis of incidents and trends. Work objectives will include providing information that feeds our Quality Assurance Surveillance Plan (QASP), supports periodic (daily, weekly, & monthly) reports, and leads to overall team performance improvements.

 

Tier 2 support includes computer imaging and hardware deployments (including loaner support).

 

Tasks - Asset Management

 

Operations

• You will ensure that the “used by” and “owned and supported by” fields within the ITSM asset module are accurately tracked and populated for all assets.
• You will accurately track deployment dates including when assets are deployed, returned, disposed, transferred etc.
• You will update the inventory database for any equipment serial number changes due to deployment, moves, additions, changes, or disposal.
• You will assist the USDA in receiving and receipting for new equipment.

Disposal

• You will assist in preparing equipment for excess per OCIO and GSA requirements. This may include preparation of disposal/excess documents and disposal of assets.

Inventory

Tier 2 support includes the following tasks:

• You will maintain an accurate inventory of equipment available in reserves, that the Contractor is assigned to support.
• You will update the inventory database as necessary to account for lost or stolen equipment, end of life and disposed assets.
• You will verify hardware serial numbers and maintain accurate asset management records, including location and assignee, in the USDA`s ITSM Asset module. This is a continuous effort, and each individual asset the Contractor is assigned to support, must be verified every two years, based on the Last Inventory Date tracked in the ITSM system.

Depot Deliveries/Shipping

Tier 2 support includes the following tasks:

• You will accept deliveries from the CEC Depot, as needed, when a customer is not available or in the office.
• You will accept equipment for offboarded staff and ship back to the Depot.

 

Hot Spare Loaner Program

Regular Tier 2 support includes a requirement to manage, maintain, and provide government furnished loaners when necessary. This may include requesting additional loaners from the CEC Depot.

 

Account Management

You will be responsible for onboarding new customers and updating user accounts as requested via the SAAR process or via Digital Workplace Request as appropriate.

• User accounts shall be updated within (3) business days. Start time for tracking is the rece