NJDOA Help Desk

NJDOA Help Desk

Provide help desk support and computer replacement/setup for the Department of Agriculture users (300 plus). Note this is 30 hrs/wk. Responsible for providing first-level support for issues related to computers, troubleshooting hardware and software issues, incident tracking and resolution. Assist onsite and remote users in resolving computer hardware installation/configuration, application software and network connectivity issues. Provide timely reporting of IT Operations work order system TrackIT and inventory status.

Candidate will be part of a team replacing 200+ computers and will be responsible for moving and setting up computers and other hardware.

PHYSICAL DEMANDS:
Special physical tasks such as moving computer equipment, wire management, equipment maintenance, and computer and peripheral connection/installation require the ability to bend, lift, climb, carry, and crawl; often under tables or in small spaces. Ability to lift to 50lbs.

ESSENTIAL

JOB DUTIES:

• Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system.
• Utilize working knowledge of MS Office suite, desktop operating systems Windows 7 and Windows 10, end-user network administration (password resets, permissions, restarting services).
• Responsible for installing/deploying software on users' computers and mobile devices. Responsible for new incoming support requests in TrackIT and its assignment.
• Record, track, escalate, update calls, and close tickets thru problem management software.
• Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.
• Generates hardware price quotes, submit purchase requests, and receive shipments for IT related items, as needed.

Requirements:

• Hands-on knowledge of computer troubleshooting and problem-solving. Good knowledge of MS Windows 7&10 operating systems, Microsoft Office and Outlook. Hands-on experience troubleshooting MS Windows 7 & 10 operating System – 3 Yrs. Experience troubleshooting MS Office Suite v.2016) – 2 Years Experience troubleshooting MS Outlook – 2 Years Experience with password resets in Active Directory– 2 Years Experience recording, tracking, escalating and closing tickets through problem management software.
  
  – 3 Years Experience generating hardware price quotes, submitting purchase requests – 2 Years.
• Logical thinker.
• Good communication skills oral and written.
• Good interpersonal and customer care skills Good accurate records keeping.