Helpdesk Support

About the role

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. Candidate will need to work onsite for the first few weeks for training. All training will be conducted on premises at 25 Market St., Trenton, NJ. A 2‑year college degree or equivalent technical study is preferred. Engagement is expected to be extended.

Schedule

Monday‑Friday 8:30 AM to 4:30 PM, 35‑hour work week. After initial training, the schedule includes 2 remote days per week.

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 follow‑up status to end‑users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.

Qualifications and Skills

• Knowledge of 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.
• Good clear communication skills.