National Computing Group Hiring for Help Desk Specialist #2401 Job at Camden, NJ Full Time

Position Summary:

Responsible for providing front line support, via call, chat or email, to all employees, customers and contractors, escalating malfunctions to level II or level III support when necessary.

Overarching Objectives Include:

• Documents problems and resolutions.

• Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.

• Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.

• Provides 24×7 remote support in Operations Center.

• Handle incoming calls, chats and emails from customers.

• Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).

• Maintains knowledge database.

• Escalates deficiencies in technical processes and informs Level III Support.

• Monitor IT systems (SAP, Network infrastructure).

• Create badges and monitor badge system.

• Monitor security systems.

• Handle customer threat assessments.

Qualifications:

• Minimum of Associate Degree required in a computer ­related field, or equivalent work experience.

• 1-­2 years experience working in a Service Desk or Operations center.

• Understanding of ITSM systems and ITIL processes. ITIL Service Management knowledge preferred.

• Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).

• In-­depth user knowledge of Microsoft Office products including Outlook.

• Strong client relations/customer service skills required.

• Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management or technical role.

Description:

• Must be self­-directed and able to work effectively in a diverse team environment with little to no direct supervision.

• Demonstrated ability to meet stringent deadlines.

• Ability to work on a team and contribute to the team’s achievement of objectives and goals.

• Demonstrated analytical, problem solving, planning, organizational, critical thinking and risk management skills.

• Demonstrated ability to facilitate complex discussions in a mixed technical and business team environment.

• Strong planning, prioritizing, time management and organizational skills.

Job Type: Contract

Pay: $19.00 – $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location