Product Specialist
Listed on 2026-09-08
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
- The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
- As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and Route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user acceptance testing
- This role will report through the Support Manager
Fill the skill matrix below:
Skill
Amount
Candidate's No. of years of experience
Strong Microsoft productivity software skills
Highly desired
2
Experience performing user acceptance testing on web applications
Highly desired
2
Extensive experience with Windows operating systems
Required
2
Excellent analytical and logical skills
Required
2
Experience using knowledge base and ticketing systems
Highly desired
2
Experience providing end user system support
Highly desired
2
Experience providing tier 1 IT and application troubleshooting
Highly desired
2
Highly desired
2
Experience with providing direct customer service
Highly desired
2
Experience with bug documentation and bug lifecycle
Highly desired
2
Experience with MAC OS
Highly desired
2
Experience with workstation troubleshooting
Highly desired
2
Experience with Android OS for mobile device
Nice to have
2
Working knowledge of application and desktop security concepts
Highly desired
2
Experience with remote desktop control tools
Nice to have
2
Experience writing SQL Queries
Nice to have
2
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