Help Desk Specialist (HD)
Help Desk Specialist (HD)
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Job Description
Job Title: Help Desk Specialist (HD)
Location: Trenton NJ (Onsite)
Duration: 12 Months Contract with possibility to extension
Scope of work:
This role is to provide support services for a cloud-based Management Information System (MIS) for the Women Infants and Children (WIC) system. The Contractor shall deliver Maintenance and Enhancement (M&E) services for the WIC Management Information System (NJ WIC MIS WoW) hosted on a cloud platform. This includes relevant interfaces subsystems processes and procedures. The Contract consists of the following two (2) major areas to be executed by the Contractor:
- System maintenance: This involves daily operational activities to ensure the system and all associated components function as intended to meet the NJ WIC programs business needs at both the State and local levels. Activities include:
- Production support including helpdesk services incident management and problem management.
- Regular releases for fixing defects and adding new features.
- Ad-hoc reports as needed by NJ WIC.
- Mandatory changes required due to regulatory updates; and
- Service requests as they arise.
The Contractor is responsible for providing daily system maintenance to ensure all components meet NJ WIC standards.
- System Enhancement: This includes:
- Infrastructure migration: Moving the system to a cloud platform; and
Implementing predefined Enhancements to meet USDA and State regulatory and business needs.
Job Description:
The Help Desk staff shall act as the initial interface for users experiencing technical problems in daily operations under this Contract. The primary responsibilities of the HD shall include but are not limited
- Answer questions and resolve issues via phone email chat or in-person.
- Ask clarifying questions to understand the problem and the context.
- Recording user requests and issues in the help desk ticketing system.
- Organizing incidents by type and urgency to ensure efficient resolution.
- Identifying the root cause of hardware software and network problems or escalate it to a more specialized support team for resolution.
- Assisting with onboarding new users and configuring their devices.
- Ensuring smooth network connectivity and addressing any network-related issues.
- Ensuring computers and peripherals are functioning correctly.
- Keeping up-to-date knowledge bases and FAQs to help users self-resolve issues; and
- Keeping records of the troubleshooting process and solutions for future reference.
Help Desk Staff Required Qualifications:
Help desk staff shall possess the following minimum qualifications:
- At least three (3) years of experience in IT support or helpdesk role.
- At least three (3) years of experience in computer hardware software and networking concepts; and
- At least three (3) years of experience with service desk ticketing systems and troubleshooting tools such as Siebel E-requestor Altiris or Remedy.
Help Desk Staff Preferred Qualifications
- Bachelors degree in Information Technology Computer Science or related field.
- Possess strong oral and written communication skills.
- Experience with Microsoft SharePoint and/or Microsoft Azure DevOps.
- Proven ability to identify and document root causes and recurring issues.
- ITIL Foundation certified and current or other equivalent certification; and
- Knowledge and experience in the WIC and/or S/FMNP.
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Employment Type
Full Time
