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Help Desk Support
Ref No.: 18-05265
Location: Hamilton, New Jersey
Position Type:Contract
Experience Level: 2 Years
Start Date: 05/23/2018
  • Graduation from an accredited college Bachelor's Degree (completed courses in computer science and liberal arts recommended)
  • Experience with Microsoft office (Word, Excel, Outlook, PowerPoint, Access); understand how website navigation works, how to send messages and how to identify assignments within the application; web based data searching and queries.
  • Proven success working in high-volume, 24x7 technical call centers.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
  • Excel in asking probing questions and researching, analyzing and rectifying problems.
  • Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
  • Effective communicator with both technical and nontechnical users.
  • Excellent problem-solving skills and patience in dealing with frustrated users.
  • Experience with Microsoft office (Word, Excel, Outlook, PowerPoint, Access);
  • Provide support and administration to NJ Learn E-Learning Management System users.
  • Serves as a single point of contact for NJ Learn system users to gain assistance in troubleshooting, get answers to questions, and solve known problems.
  • Processes new accounts, verifies NJ OEMS and NJ Division of Fire Safety certifications, contacts individual Law Enforcement (LE) departments to verify rank and status of LE users, troubleshoots user account issues, and coordinates with supervisors to manage new/existing users to include: updates user profiles, assigns courses to supervisors, and uploads completions onto transcripts from National Domestic Preparedness Consortium, Regional Intelligence Academy, and other Instructor Led Training rosters.
  • Liaises with state, county, and local using agencies providing direction, recommendations, and approvals for system usage.
Creates and formulates system reports for budget, staffing, and usage consideration. Regularly analyzes, evaluates, and appraises the LMS suitability, objectives, and effectiveness to the user community