Help Desk Level 2 at Rose International

*** Candidate will need to work Onsite for the first few weeks for training. Schedule is M-F 8:30 to 4:30 with eventual 2 remote days (Tuesday, Wednesday or Thursday) after training***

Desired Education:
Graduation from an accredited college or university with an associate's degree in a field related to computer science, information technology

Skills Required:
•Professional Experience working in IT Tech. Required 3 Years
•Experience working at a call center creating and troubleshooting tickets. Required 2 Years
•Experience developing technical documentation for customers. Required1 Years
•Experience with Level 2 technical SW support. Required 2 Years
•Experience performing desktop application support either remote or in-person. Required2 Years

Skills Desired:
•An associate's degree in any field from an accredited college or university. Highly desired
•Experience with State Government. Desired

The Helpdesk Level 2 consultant will resolve elevated software technical and procedural problems to support client internal and external users. Excellent communication skills and computer knowledge is preferred. This is a Software support Helpdesk position.
• The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.
• They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.
• The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
• Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.
• The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word. This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

Responsibilities:
• 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 support for Client business applications.
• Provide follow-up status to end-users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.
• Assist with other tasks as assigned by management.
• Notify management of all major incidents, problems immediately and with confidentiality.
• Conduct quantitative and qualitative research related to processes, programs and projects.
• Update Solutions Knowledgebase and Documentation
• Work with management on new projects, as assigned.
• Provide support to other units and/or divisions when called upon.

Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits.

Note: Position will work 35-hours a week.
Excellent Communication is Needed.
All training will be conducted on premises at Trenton, NJ.
Training on the Client procedures and system will be provided.
Schedule After Training: 3 Days Onsite, 2 days remote: Tuesday, Wednesday or Thursday 9:00 - 5:00 with 1-hour unpaid lunch

Benefits:

For information and details on employment benefits offered with this position, please visit here .Should you have any questions / concerns, please contact our HR Department via our secure website .

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender(expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).