Help Desk Level 2

2 weeks ago

Trenton, United States Sunrise Systems, Inc. Full time
Job Title: Help Desk Level 2 Job ID: 24-04747 Location: Trenton, NJ 08625 Duration: 06 months of contract.

The HD Level 2 consultant will resolve elevated softwae technical and procedural problems to support Client internal and external users. Excellent communication skills and computer knowledge is preferred. This is a Software support Helpdesk position.

NOTE: All training will be conducted on premises. Training on the Client procedures and system will be provided. HOURS: Monday- Friday: 8:30 am to 4:30 pm There will be an extension.

After Training: 3 Days Onsite, 2 days remote: Tuesday, Wednesday or Thursday 9:00 - 5:00 with 1 hour unpaid lunch.
  • Note we are not looking for A++ certification, Server support, Network Engineers, or hardcore hardware help or service desk professionals.
  • The Help Desk resource will have experience resolving elevated software technical and procedural problems to support internal and external users. Candidate must have EXCELLENT COMMUNICATION.
  • The ideal Helpdesk The selected candidate will be responsible for assisting the customers with Court application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred.

Role:
  • The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.
  • They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.
  • The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
  • Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.
  • The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word. This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

Qualifications and Skills Desired:

Graduation from an accredited college or university with a Associates Degree in a field related to computer science, information technology

Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits.

Responsibilities:
  • Maintain a working knowledge of Help Desk and IT Operations procedures.
  • Log all incoming problems and requests and actions taken to resolve them.
  • Provide first response help desk support to all customers and users.
  • Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
  • Provide support for Client business applications.
  • Provide follow-up status to end-users in accordance with specified support policies and procedures.
  • Ensure closed problems are adequately documented.
  • Assist with other tasks as assigned by management.
  • Notify management of all major incidents, problems immediately and with confidentiality.
  • Conduct quantitative and qualitative research related to processes, programs and projects.
  • Update Solutions Knowledgebase and Documentation
  • Work with management on new projects, as assigned.
  • Provide support to other units and/or divisions when called upon.

Skill Matrix:
SkillRequired / DesiredAmountof ExperienceProfessional Experience working in IT TechRequired3YearsExperience working at a call center creating and troubleshooting ticketsRequired2YearsExperience developing technical documentation for customersRequired1YearsExperience with Level 2 technical SW supportRequired2YearsExperience performing desktop application support either remote or in-personRequired2YearsAn Associate's Degree in any field from an accredited college or universityHighly desired Experience with State GovernmentDesired

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