Job Listing Information

Help Desk Coordinator
  • 01-Feb-2023 to 15-Feb-2023 (UTC)
  • Trenton, NJ, USA
  • Full Time
  • Long Term Contract Length
  • 40 Weekly Hours

Note: This requirement is a 35 hr work week

Candidate should be comfortable working in the DCA office part of the week. The manager states this is a socially distanced safe environment.

Full-time professional work experience in a service desk / help desk  environment.

 

RELEVANT WORK EXPERIENCE: 2 or more years.

 

Provide tier 1 technical support.  Duties include:

- Respond to incidents and requests that come into the help desk via phone and email

- Resolve those tickets that can be completed within approximately 10 minutes and assign the rest to the appropriate tier 2/3 staff member or application staff

- Close tickets with appropriate notes and resolutions in a timely manner

- Subject areas include

- Active Directory and Office 365 accounts

- Desktops, laptops, tablets, smartphones

- Desktop productivity apps (MS Office, Adobe Acrobat, FileMaker, Oracle)

- Custom department and division applications

- Basic network connectivity troubleshooting

 

Fill the skill matrix below:

Skill

Required/Desired

Amount

Candidate's No. of years of experience

Ability to triage incoming Help Desk hardware and software tickets (phone and email).

Required

2

 

Ability to provide first level technical support to all users of DCA IT systems (hardware and software). Assign tickets to other groups.

Required

2

 

Perform in-place upgrades of PCs and laptops and install software as needed.

Required

2

 

Document all work completed and update Help Desk inventory, solutions DB, etc.

Required

2

 

Ability to image computers, preparing newer computers for deployment.

Required

2