Help Desk Specialist
Job Description
B.10 - Helpdesk Specialist (Bilingual) - Level 2 (Resource #6)
The Helpdesk Specialist provides the first line DRMIS support to end-users (including LEMS EMT, workshop and business users).
The Helpdesk Specialist (Bilingual) – Level 2 tasks may include but are not limited to the following:
Monitor LEMS Helpdesk email/phone and respond in a timely manner; triage LEMS Helpdesk requests and redirect users and/or problems to other helpdesks /groups if problems are not for LEMS related areas.
Manage and maintain information in the DRMIS LEMS Helpdesk tracking tool.
Provide a summary of issues answered through Helpdesk process.
Analyze and troubleshoot on reported LEMS business process issues in DRMIS.
Provide support to investigate data anomalies to determine possible root causes.
Provide solutions and/or recommendations where feasible to end user problems reported to LEMS Helpdesk.
Submit requirements for incidents (trouble tickets) on any unresolved issues as identified.
Support site managers, coaches, and trainers by ensuring training materials and job aids are current and accurate in addition to observing sessions as needed to capture updates.
Support the implementation of SME analysis findings by updating, creating, and correcting DRMIS/LEMS procedures, identifying and reporting any documentation discrepancies, and ensuring finalized procedures are stored within the appropriate DGLEPM and departmental repositories.
Maintain familiarity with DRMIS user and training documentation to manage updates, integrate SME‑driven changes, and ensure accurate, consistent version control across all materials.
Support site managers, coaches, and trainers by ensuring DRMIS training materials, job aids, and supporting documentation are accurate, updated, and aligned with current business processes.
MANDATORY CRITERIA
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Item |
Mandatory Criteria |
Resource Instructions |
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MT.7 |
The proposed resource must demonstrate a minimum of thirty-six (36) months of experience, within the last sixty (60) months doing one (1) of the following within SAP or DRMIS: 1. Combined work experience on tasks identified in paragraphs c, e, f, g and j, of Section 4.3.1 of Annex A – Statement of Work; or 2. Demonstrate work experience that falls within the responsibilities of a Helpdesk Specialist outlined under Stream 4: Business Services, B.10 of the TBIPS SA.
The Bidder must provide the following information with the Bid for the proposed resource’s experience:
*Reference checks will only be conducted to confirm the information provided, such as task types, completion verification, and adherence to timelines. |
Please indicate which bullets in your resume apply to this requirement by placing (MT.7) beside the bullet.
Please provide full reference information for contacts from each cited project who can confirm the details contained in your resume. Contacts must be in a lead or management position and must clearly correspond with projects in your resume – since May 2021
Client Reference Client: Client Contact Name: Client Contact Title: Client Contact Telephone: Client Contact Email:
Client: Client Contact Name: Client Contact Title: Client Contact Telephone: Client Contact Email: |
|
MT.8 |
The proposed resource must demonstrate a minimum of twenty-four (24) months of experience, within the last sixty (60) months utilizing SAP® Solution Manager (SAP SOLMAN).
The Bidder must provide the following information with the Bid for the proposed resource’s experience:
*Reference checks will only be conducted to confirm the information provided, such as task types, completion verification, and adherence to timelines. |
Please indicate which bullets in your resume apply to this requirement by placing (MT.8) beside the bullet.
Please provide full reference information for contacts from each cited project who can confirm the details contained in your resume. Contacts must be in a lead or management position and must clearly correspond with projects in your resume – since May 2021
Client Reference 1 Client: Client Contact Name: Client Contact Title: Client Contact Telephone: Client Contact Email: |
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MT.9 |
The proposed resource must demonstrate a minimum of twenty-four (24) months of experience, within the last one-hundred and twenty (120) months, providing SAP or DRMIS Helpdesk support by phone and by email for an environment of 1,000+ users.
The Bidder must provide the following information with the Bid for the proposed resource’s experience:
*Reference checks will only be conducted to confirm the information provided, such as task types, completion verification, and adherence to timelines. |
Please indicate which bullets in your resume apply to this requirement by placing (MT.9) beside the bullet.
Please provide full reference information for contacts from each cited project who can confirm the details contained in your resume. Contacts must be in a lead or management position and must clearly correspond with projects in your resume – since May 2016 |
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Other |
Security Clearance Information |
Please complete the security table above in full |
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Other |
Client References |
Please provide full reference information for contacts from each cited project who can confirm the details contained in your resume. Contacts must be in a lead or management position and must clearly correspond with projects in your resume –
Client Reference 1 Client: Project # in Resume: Client Contact Name: Client Contact Title: Client Contact Telephone: Client Contact Email: |
RATED CRITERIA
|
Item |
Rated Criteria |
Self-Score |
Resource Instructions |
|
RT.9 |
The proposed resource must demonstrate a minimum of twenty-four (24) months of combined experience, within the last one-hundred and twenty (120) months, working with a minimum of one (1) of the following SAP and/or DRMIS modules:
The Bidder must provide the following information with the Bid for the proposed resource’s experience:
*Reference checks will only be conducted to confirm the information provided, such as task types, completion verification, and adherence to timelines. |
/2 |
Please indicate which bullets in your resume apply to this requirement by placing (RT.9) beside the bullet.
0 modules = 0 pts
1 module = 1 pt
2+ modules = 2 pts
Minimum points required = 1 pt
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TOTAL POINTS AVAILABLE |
/2 |
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We thank all applicants for their interest; however, only those selected for an interview will be contacted.
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At Turtle Island Staffing, we believe hiring should be human-led. We do not use artificial intelligence to screen out applicants. Every application is reviewed by a real person, because people deserve to be seen as more than keywords.