IT Help Desk

Jersey City, New Jersey

  •  Provisioning user accounts, assigning permissions and granting network share access.  Additional responsibilities will include the preparation and deployment of new computer systems to end-users.  

  • Enterprise tool-sets will be leveraged for the provisioning of user systems, as well as documenting/logging of end-user issues into tickets.  Experienced in providing a degree of proactive support, in effort to resolve potential system issues before impact is realized to the service level.  

  • Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department, while providing superior customer service and timely incident resolution.  Will be responsible for some customization and deployment of new/upgraded hardware and software internally and to off-site locations.  

  • Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.  Helps maintain a central source of information, enabling Service Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels.

  • Individuals in this position will have a specialized skill-set in one to two specific areas.  Areas to include Network, Server, Database, Software and Hardware.

    KEY DUTIES:

  • Responsible for second level support and resolution of incidents received via the IT Service Desk.  Function will be attainable through the use of remote tools, via telephone or on rare occasions, in person.  Notify Service Desk Duty Manager when customer impacting problems are encountered.  Assignment of tickets to responsible group/team when outside resolvable scope.

  • Provide a degree of proactive support, leveraging monitoring alerts and other tools, in effort to resolve potential system issues before impact is realized to the service level.

  • Customize and deploy new/upgraded hardware and software internally and to off-site locations.

  • Write technical documentation and publish to the WIKI/SKMS(Service Knowledge Management System) regarding installation procedures and troubleshooting steps for software and hardware.

  • Provisioning of end-user access to systems and file shares.