FDOT Job 2220 Customer Support Technician, A. Entry

FDOT Job 2220 Customer Support Technician, A. Entry

1 Request for Quote

Florida Department of Transportation State Term Contract No. 80101507-23-STC-ITSA

2 Overview

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 ASAP - 6 / 30 / 2026 , 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 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 :

At the hiring manager's discretion, interviews may be conducted via Microsoft Teams or in person.

Telecommuting :

No telework is authorized for this position.

Work Hours

Flexibility to work hours between 7 : 00 AM & 7 : 00 PM.

This position will report to :

FDOT Service Desk Manager

The position can work out of any of the Department's District Offices around the state.

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 :

A. " 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.

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4 Scope of Services

Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

5 Education

High School Diploma or equivalent.

6 Experience

1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

7 Primary Job Duties / Tasks

The submitted candidate must be able to perform the following duties and / or tasks :

• Provide support for customers remotely with password or access issues.
• 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.
• Support customers in ISA Utility with role assignment, account activation, and password reset
• Maintain up to date customer and technician information in ITSM ticketing system
• Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
• Work with the team to maintain central hub of communications for the agency.

8 Job Specific Knowledge, Skills, and Abilities (KSAs)

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas :

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. Communication : Ability to clearly convey information, in both written and verbal formats, to individuals or groups (i.e., team meetings, Global outage notifications, etc.). Must have the ability to effectively listen and process information provided by others.

2. 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.

3. Decision Making : Makes sound, well-informed, and objective decisions.

4. Flexibility : Is open to change, new processes (or process improvement), and new information. Has the ability to 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.

5. Interpersonal : Shows friendliness, courtesy, understanding, and politeness to others.

6. Leadership : Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.

7. Problem Solving : Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.

8. Team Building : Encourages, inspires, and guides others toward accomplishing the common goal.

9. 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.