Help Desk Specialist / / Trenton, NJ 08608 (Remote)

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we have a Job opportunity with one of our Client, If Interested Please share your resume to Vinaykumar.C@my3tech.com

Role : Help Desk Specialist (HD)

Location : WIC office in Trenton, NJ08608 (Remote)

Duration : 5+ years and extension

Solicitation No : 25DPP01188

Scope of Work :

The purpose of this Bid Solicitation is to solicit Quotes for support services for a cloud-based Management Information System (MIS) for the Women, Infants, and Children (WIC) system. The Contractor shall deliver Maintenance and Enhancement (M&E) services for the WIC hosted on a cloud platform. This includes relevant interfaces, subsystems, processes, and procedures. The Contract consists of the following two (2) major areas to be executed by the Contractor :

A. System maintenance : This involves daily operational activities to ensure the system, and all associated components function as intended to meet the NJ WIC program's business needs at both the State and local levels. Activities include :

1. Production support, including helpdesk services, incident management, and problem management.

2. Regular releases for fixing defects and adding new features.

3. Ad-hoc reports as needed by NJ WIC.

4. Mandatory changes required due to regulatory updates; and

5. Service requests as they arise.

The Contractor is responsible for providing daily system maintenance to ensure all components meet NJ WIC standards.

B. System Enhancement : This includes :

1. Infrastructure migration : Moving the system to a cloud platform; and

2. Implementing predefined Enhancements to meet USDA and State regulatory and business needs.

The Help Desk staff shall act as the initial interface for users experiencing technical problems in daily operations under this Contract. The primary responsibilities of the HD shall include, but are not limited

A. Answer questions and resolve issues via phone, email, chat, or in-person.

B. Ask clarifying questions to understand the problem and the context.

C. Recording user requests and issues in the help desk ticketing system.

D. Organizing incidents by type and urgency to ensure efficient resolution.

E. Identifying the root cause of hardware, software, and network problems, or escalate it to a more specialized support team for resolution.

F. Assisting with onboarding new users and configuring their devices.

G. Ensuring smooth network connectivity and addressing any network-related issues.

H. Ensuring computers and peripherals are functioning correctly.

I. Keeping up-to-date knowledge bases and FAQs to help users self-resolve issues; and

J. Keeping records of the troubleshooting process and solutions for future reference.

Help Desk Staff Required Qualifications :

Help desk staff shall possess the following minimum qualifications :

A. At least three (3) years of experience in IT support or helpdesk role.

B. At least three (3) years of experience in computer hardware, software, and networking concepts; and

C. At least three (3) years of experience with service desk ticketing systems and troubleshooting tools, such as Siebel, E-requestor, Altiris, or Remedy.

Help Desk Staff Preferred Qualifications

A. Bachelor's degree in Information Technology, Computer Science, or related field.

B. Possess strong oral and written communication skills.

C. Experience with Microsoft SharePoint and / or Microsoft Azure DevOps.

D. Proven ability to identify and document root causes and recurring issues.

E. ITIL Foundation certified and current, or other equivalent certification; and

F. Knowledge and experience in the WIC and / or S / FMNP.

Thanks & Regards