| Skill Required /Desired Amount of Experience | |||
| Respond to incoming telephone or email inquiries and request for assistance. | Required | 2 | Years |
| Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users. | Required | 2 | Years |
| Determines the most effective manner to resolve client's issues. Consults with other staff when necessary. | Required | 1 | Years |
| Records, update, and assign tickets within Remedy Ticket System. | Required | 1 | Years |
| Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups. | Required | 1 | Years |
| Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up. | Required | 1 | Years |
| Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements. | Required | 1 | Years |
| No. Question | |
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? |
| Question2 | All work must be completed on site. Do you accept this requirement? |
| Question3 | Please list candidate's email address HERE that will be used when submitting E-RTR. |
| Question4 | Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment. |
| Question5 | Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? |
| Question6 | Candidates submitted above the rate of - may not be considered. Do you accept this requirement? |
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