CAI is hiring!

We are in immediate need of a Helpdesk Specialist II. This long-term engagement will become hybrid with 3 days on-site in Trenton NJ, and the rest working remotely. Training will be 100% on-site for the first several weeks. Candidates must be local New Jersey.

This is a 35-hour work week (9am-5pm with a 1- hour lunch break).

The Help Desk Specialist will have experience resolving elevated technical and procedural problems to support internal and external users. Candidate must have EXCELLENT COMMUNICATION. The ideal Helpdesk Level 2 Specialist will have knowledge and experience supporting and troubleshooting various Microsoft applications. The selected candidate will be responsible for assisting the customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred.

The Role:

· 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 10, Server 2019, Active Directory and experience using Microsoft Excel, Word, and Visio. This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

Qualifications and Skills Desired:

• Graduation from an accredited college or university with an Associates Degree in a field related to computer science, information technology

• 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.

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.

• Aid in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.

• Provide support for 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.

Skill Required / Desired Amount of Experience:

· Required 3 years’ experience working at a call center creating and troubleshooting tickets

· Required 2 years’ experience developing technical documentation for customers

· Required 1 years’ experience as a technical HW and SW Level 2 resource for internal staff

· Required 2 years’ experience performing desktop support either remote or in-person

· Required 2 years’ experience providing HW support for desktops / laptops to customers

· Required 2 Years An Associate's Degree in any field from an accredited college or university

· Required Experience with State Government Desired

Physical Demands

· Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

· Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

· Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

· Ability to work onsite the term of the contract, this is a 35-hour work week (8:30am – 4:30pm Monday – Friday with a 1-hour break).

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to (888) 824 – 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Types: Full-time, Contract

Pay: $28.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Experience level:

• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Trenton, NJ 08611: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Required)
• Windows: 2 years (Required)

Work Location: Hybrid remote in Trenton, NJ 08611