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This is a position for a Product Specialist 2 with the NJ Division of Developmental Disabilities. The project is the support of Division applications.

As a Product Specialist 2 with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including:

-Provide tier 1 support for Division applications
-Provide first level contact for incoming service requests
-Review incoming service requests for knowledgebase solutions
-Collect information from user for service requests
-Track, route and redirect unresolved service requests to correct resources
-Escalate complex issues to Tier 2 Service Desk resources
-Provision application access
-Identify and Route Data Exceptions
-Walk users through problem solving steps
-Convey resolutions of service requests to users
-Resolve and Close low-level service requests
-Perform proper recording and documentation of activities and solutions
-Perform periodic knowledge base review
-Perform user access audits

This role will report through the Service Desk Manager

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Prior experience supporting Microsoft productivity software (including Office 3NA)	Required	2	Years
Extensive experience supporting and troubleshooting Windows 7 through 10	Required	4	Years
Experience providing end user system support	Required	4	Years
Experience using knowledge base and ticketing systems	Required	4	Years
Experience providing Tier-1 IT and application troubleshooting	Required	4	Years
Experience with providing direct customer service	Required	2	Years
Experience documenting potential software/systems issues	Required	4	Years
Experience with workstation troubleshooting	Required	2	Years
Experience with remote desktop control tools	Required	4	Years
Experience with MAC OS	Highly desired	2	Years
Experience with mobile device support	Highly desired	2	Years
Experience writing SQL Queries	Nice to have	4	Years
Prior experience supporting multimedia applications, including photoshop, zoom, video broadcasting and communications	Nice to have	0

Questions

No.	Question	Consultant Answer
Question1	Is the candidate willing to work in Trenton NJ (not required)?
Question2	Please list candidate's email address HERE that will be used when submitting E-RTR.
Question3
Question4	Where is the candidate geographically located?

RICEFW Technologies Inc

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