Help Desk Support II

• Perform Tier I level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis.
• Provide daily help desk services (password reset, application entry, routine service tasks) regarding the support of projectwise/adobe systems for user operations.
• Perform daily user management monitoring and maintenance activities.
• Take ownership of issues and requests that come in through by triaging, prioritizing, and assigning tasks to ensure timely resolution and escalate depending on need by coordinating/communicating with OIT and/or document administrator.
• Assist system users who do not understand how to obtain access to supported systems.
• Research user questions and issues to effectively prioritize and escalate as required.
• Troubleshoot system issues and workflow requirements of complex application systems.
• Assist in the recommended user system access modifications to meet the needs of end users.
• Investigate system problems to determine cause (i.e., hardware, software, user error, lack of training, need for clarity in program guidance, etc.) and use reasoning to resolve issues with provided guidance.
• Select the most appropriate plan of action to resolve end user needs.
• Provide outstanding customer service and problem solving skills.
• Effectively interact with technical and non-technical staff at all organizational levels.
• Demonstrate ability to work successfully with a diverse group of customers.
• Understand business functions related to the supported applications.
• Maintain a current knowledge of relevant technologies as assigned.
• Assist in the creation/deletion of document management system users that need access to role based projects.
• Assist with associated system role based access.
• Ensure user access protocols are adhered to and the user has access to appropriate systems.

Location Requirements

Candidate must be local.
No preference
Additional Location Details (City, State) :

Looking for 20 hrs/week but actual schedule can vary. Doesn't have to be four hrs/day, 5 days/week

Background Verification

Minimum Verification Requirements

Please complete the following verifications with Info Cubic upon candidate's selection. Additional verifications may be identified by the agency.

• State Criminal Record verification (past 7 years covering each State in which the candidate has resided)
• County Criminal Records (past 7 Year Address History)
• Federal Criminal Records Verification (past 7 years)
• SSN Name Search
• Global Monitor Check (formerly Patriot/OFAC/Terrorist)

(Suppliers Only)
To order, click on the link to the right:

Order Standard Background Verification
Type Category Qualification Description Competency Required Skills Others Customer Service Proficient (4-6 Years) No Skills Others Communication skills both verbal and written No Skills Tools Microsoft Office Professional Proficient (4-6 Years) No Skills Tools Microsoft Office Proficient (4-6 Years) No