Job description

Job Profile Summary:

CAI is hiring!

CAI is seeking an experienced Remote Windows Support Specialist who will perform technical and application support functions. This is a fully remote long-term contract position with a client in Trenton, NJ.

We are seeking a highly motivated, and detail-oriented IT professional to join our team. The candidate will have the opportunity to work with the latest technology, long-term stability, and great work/life balance!

Responsibilities and Duties:

• 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

Qualifications

Education and Experience:

• Prior experience supporting Microsoft productivity software (including Office 365)- 2 years of experience required.
• Extensive experience supporting and troubleshooting Windows 7 through 10- 4 years of experience required.
• Experience providing end user system support- 4 years of experience required.
• Experience using knowledge base and ticketing systems- 4 years of experience required.
• Experience providing Tier-1 IT and application troubleshooting- 4 years of experience required.
• Experience with providing direct customer service- 2 years of experience required.
• Experience documenting potential software/systems issues- 4 years of experience required.
• Experience with workstation troubleshooting- 2 years of experience required.
• Experience with remote desktop control tools- 4 years of experience required.

Desired Education and Experience:

• Experience with MAC OS- 2 years of experience
• Experience with mobile device support- 2 years of experience
• Experience writing SQL Queries- 4 years of experience
• Prior experience supporting multimedia applications, including photoshop, zoom, video broadcasting and communications.

Skills

• Ability to communicate effectively both orally and in writing.
• Ability to be a team member as well as a team leader depending on the situation.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to (888) 824 – 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Types: Full-time, Contract

Pay: $25.00 - $38.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

Work Location: Remote

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