IT HelpDesk Specialist (682063)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 08625
- No Third Party Agencies
- $50 per hour 1099, $41 per hour W2 + benefits
- 4 days Work from Home + 1 day on-site per week in Trenton, New Jersey
- Job Id: CAI-682063
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2022 fiscal year with yearly extension based upon performance
Short Description
The State of New Jersey’s Department of Human Services (DHS) is seeking an IT HelpDesk Specialist to support the NJ Division of Developmental Disabilities. The ideal candidate will possess 4+ years of Tier 1 support experience, 4+ years of using knowledge base and ticketing systems, 4+ years of MS Office, and 4+ years of supporting windows operating systems.
Required Skills/Years of Experience
- High School Diploma
- 4+ years of experience with microsoft productivity software (MS Office)
- 4+ years of experience using knowledge base and ticketing systems
- 4+ years of experience providing end user system support
- 4+ years of experience providing tier 1 IT and application troubleshooting
- 4+ years experience with bug documentation and bug lifecycle
- 4+ years of experience analytical and logical skills
- 4+ years of experience with windows operating systems
- 4+ years of experience with remote desktop control tools
- 2+ years of experience performing user acceptance testing on web applications
- 2+ years of experience troubleshooting browser dependency issues
- 2+ years of experience with providing direct customer service
- 2+ years of experience with workstation troubleshooting
- 2+ years experience with MAC OS
- 2+ years of experience with Android OS for mobile device
- 2+ years of experience with application and desktop security concepts
Desired Skills/Years of Experience:
- ITIL Certification
- 4+ years of experience writing SQL Queries
Complete Description
The State of New Jersey’s Department of Human Services (DHS) is seeking an IT HelpDesk Specialist to support the NJ Division of Developmental Disabilities. The ideal candidate will possess 4+ years of Tier 1 support experience, 4+ years of using knowledge base and ticketing systems, 4+ years of MS Office, and 4+ years of supporting windows operating systems.
The IT HelpDesk Specialist will be tasked to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and Route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user access audits
- Perform user acceptance testing
- Report to the IT Service Desk Manager
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required