Help Desk Specialist

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits

New Jersey Resources is seeking a Help Desk Specialist to provide first level support to users, handle telephone inquiries, evaluate and log problems, answer frequently asked questions and close /route problems to second level support personnel. 

Major Responsibilities: 

• Provide first-level support to users including:
• Respond to user calls on all technology problems and requests
• Determine and log problem, categorize and time stamp call
• Answer routine or frequently asked questions and close call-history log
• Route unresolved problems to second-level support personnel
• Monitor calls through completion
• Maintain, analyze, troubleshoot, and repair computer systems, laptops, data displays, TVs and other hardware
• Assist in maintaining mobile devices including iPhones, iPads, Microsoft Surface, Blackberries, Androids and radios
• Good working knowledge of social media
• Assist mobile workforce with computer equipment, such as laptops and RSA key fobs
• Work with third-party vendors as required to assist with repairs to our systems
• Create training materials and conduct user training
• Keep up to date with the latest industry trends, technologies and integrate where feasible
• Assist in the preparation of various administrative reports from Help Desk database
• Assist in evaluation of new products and services to improve the help desk function, and coordinate the installation, operator training and use of such products/services
• Enhance customer satisfaction by meeting established level-one service standards
• Anticipate issues and take steps to address them, keeping supervisor informed of actions

Position Specifications: 

• Bachelor’s degree in computer science and/or certifications in Microsoft Office products and A+ certification preferred
• Excellent working knowledge of Windows 7, Office 2010 and 2013
• Strong knowledge of hand held mobile devices
• Excellent customer service and communication skills; must be able to articulate issues and solutions effectively, both verbally and written
• Familiar with configuring and troubleshooting PC hardware components
• Knowledge of end-user computing technology and applications is desirable
• Provide a high level of service in a professional manner; able to maintain confidentiality and creative problem solving skills
• Ability to multitask, analyze and solve problems quickly with an attention to detail
• Available for non-traditional, off hours support when needed
• Valid driver's license, as travel will be required from time to time based on the needs of the business
• Frequent Climbing and/or Balancing, Stooping, Kneeling or Crouching, Crawling and/or Reaching
• Exerting up to 20lbs of force occasionally, and/or up to 10lbs of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary. 

New Jersey Resources is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.