V2Soft ( ) is a global company, headquartered out of Bloomfield Hills, Michigan, with locations in Mexico, Italy, India, China, and Germany. At V2Soft, our mission is to provide high-performance technology solutions to solve real business problems. We become our customer's true partners, enabling both parties to enjoy success. We are committed to promoting diversity in the workplace and believe it has a positive effect on our company and the customers we serve.
CONTRACTOR QUALIFICATIONS AND EXPERIENCE: Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:
- Two years of experience in a help desk environment (i.e. providing technical assistance, answering support calls, etc.)
- Two years' experience writing SQL queries against SQL databases.
- One year of experience working with surveillance and the most up to date reporting systems.
- One year of experience writing technical and developing training documentation materials and recording training videos.
CONTRACTOR RESPONSIBILITIES: SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:
- Respond and Resolve inquiries related to the use of the COVID-19 portals received via Help Desk line or Cherwell ticket management system as needed by the end user. Answer email inquiries related to the use of the COVID-19 Cherwell ticket portals daily as needed by the Department.
- Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk daily as requested by Project Manager.
- Provide help desk ticket updates through the Department's Cherwell system daily as needed by the Department.
- Set-up new accounts authorized by the Section staff and Project Manager within 24 hours from receipt of Department approval.
- Unlock system accounts for users as reported in the Cherwell system and assist with password resets in a timely manner from receipt of requestor.
- Conduct statewide webinar trainings on new features of systems to end users and develop user manuals of systems as needed by the department.
- Assist with testing of new features of systems daily as directed by the department.
- Document business processes for existing and new system features for applications as needed by the Project Manager and Department.
- Provide systems implementation support during regular and off hours as needed by the Department on a monthly basis.
DATA SECURITY AND CONFIDENTIALITY TASK: - The Contractor, its employees, subcontractors, and agents must comply at all times with all Department data security procedures and policies in the performance of this scope of work as specified in the Data Security and Confidentiality document attached to the purchase order.
DELIVERABLES: Contractor will complete and submit the following deliverables to the Department in the time and manner specified:
- Monthly: Provision of COVID-19 systems Help Desk Services in the time and manner specified in Task
V2Soft is an Equal Opportunity Employer ( EOE).
- to view all of our open opportunities and to learn more about our benefits.