NJAOC SCCO Help Desk Analyst

Help Desk Coordinator will assist customers with computer and 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.

Position is Remote. Hours are Monday through Friday- 2 pm to 10 pm This position is fully remote with the exception of the first several weeks for training. Training is Monday - Friday 8:30 am - 4:30 pm.

Note: 35 hour workweek.

All training will be conducted on premises at 25 Market St. Trenton, NJ.
2-year college degree or equivalent technical study - preferred
Training on the AOC procedures and system will be provided.

SUMMARY:

The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications. The analyst 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 have the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

Qualifications and Skills Desired:

Microsoft Windows 10
Knowledge of Microsoft Windows Server, Active Directory, and Office 365 training on AOC mainframe systems will be provided.
Experience using Microsoft Excel, Word and Visio
Must have good clear communication skills

Responsibilities:

Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
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 AOC business applications.
Provide follow-up status to end-users in accordance with specified support policies and procedures.
Ensure closed problems are adequately documented.

Required/Desired Skills

Skill Required /Desired Amount of Experience
Experience with customer service	Required	2	Years
Experience working in a position requiring calm demeanor when dealing with upset users	Required	2	Years
Data entry	Required	3	Years
Experience using email (Outlook)	Required	2	Years
Experience with MS Excel	Highly desired	1	Years
Experience with MS Word	Highly desired	1	Years
Experience with MS Visio	Highly desired	1	Years

Questions

No. Question

Question1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question2

Please list candidate's email address HERE that will be used when submitting E-RTR.

Question3

Do you agree to the maximum hourly Vendor Rate of 29.50 (excluding the Efficiency Fee)?

Question4

One-hour unpaid lunch. Do you accept this requirement?

Question5

Where is the candidate geographically located?