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Complete Description:

The individuals in these positions function as the direct contact for users calling into the JNET Help Desk. The Help Desk is the central repository for accepting inquiries from both internal and external JNET users for the purpose of providing answers and resolving issues. The Help Desk is made available to JNET users 24 hours a day and seven days a week (24x7) and 365 days a year.

The Help Desk Agent is responsible for staffing the Help Desk to answer inquiries and provide resolutions or to facilitate resolutions by routing the issue onto the next level of support. These individuals are subject matter experts pertaining to JNET applications (both hosted and those supported by JNET) and procedural issues as well.

Responsibilities include:

Answer user inquiries and aid in solving issues.

_ Check and process messages left on Automated Call Director (ACD).

_ Check and process e-mail sent to the Help Desk resource account.

_ Monitor system status tools for outages and initiate corrective actions.

_ Post outages and manage outages ensuring all the proper authorities are notified.

_ Download and resolve certificate issues.

_ Escalate issues to the next level for resolution.

_ Record and document all user inquiries into the tracking system.

_ Follow-up with user solutions.

_ Alert Help Desk lead of issues that are not being resolved through normal procedures.

_ Develop and document troubleshooting information and/or frequently asked questions for

applications.

_ Develop and document knowledge transfer documentation for problematic issues.

_ Maintain the highest level of expertise with assigned applications.

_ Update JNET’s secure and public sites when the JNET Portal Manager is unavailable.

_ Process after hour requests and outages when on-call after hours.

Desired Education, Knowledge, Skills and Abilities:

_ In-depth technical knowledge and proficiency in IT desktop environment.

_ Proficient understanding of MS Word, Excel, and automated tracking systems.

_ Knowledgeable of the criminal justice system.

_ Knowledgeable in a Help Desk environment.

_ Excellent communications and writing skills.

_ Excellent organizational skills.

_ Demonstrated ability to work as an effective team member.

_ Sound analytical skills and a desire to work in a fast-paced, team-oriented environment

Some on call work may be required at times.

Skills:

Experience working in a Help Desk environment

Required 2 Years

Experience with automated tracking/ticketing systems (remedy preferred)

Required 2 Years

In-depth technical knowledge and proficiency in IT desktop environment

Required 1 Years

Proficient understanding in MS Word, Excel

Required 2 Years

Knowledge of the criminal justice system

Desired

Excellent communications and writing skills

Required

Excellent organizational skills

Required

Demonstrated ability to work as an effective team member

Required

Sound analytical skills and a desire to work in a fast-paced, team-oriented environment

Required