Help Desk & Application Support Specialist - 100% Remote - Long term contract(Client in Trenton, NJ)
Job Description
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 access audits
Perform user acceptance testing
This role will report through the Support Manager
Skill Matrix
- Strong Microsoft productivity software skills - Strong Plus to have
- Experience performing user acceptance testing on web applications - Strong Plus to have
- Extensive experience with Windows operating systems - Required
- Excellent analytical and logical skills - Required
- Experience using knowledge base and ticketing systems - Strong Plus to have
- Experience providing end user system support - Strong Plus to have
- Experience providing tier 1 IT and application troubleshooting - Strong Plus to have
- Experience troubleshooting browser dependency issues - Strong Plus to have
- Experience with providing direct customer service - Strong Plus to have
- Experience with bug documentation and bug lifecycle - Strong Plus to have
- Experience with MAC OS - Strong Plus to have
- Experience with workstation troubleshooting - Strong Plus to have
- Experience with Android OS for mobile device - Nice to have
- Working knowledge of application and desktop security concepts - Strong Plus to have
- Experience with remote desktop control tools - Nice to have
- Experience writing SQL Queries - Nice to have