Help Desk Technician

  • Location: Burlington, New Jersey
  • Type: Contract To Hire
  • Job #162728
firstPRO is seeking a Help Desk Analyst for our client located in Burlington, NJ. This is a hybrid position, so candidates will need to be local in order to be considered. The shift for this role is Tuesday – Saturday, 4pm-12:30am. Compensation for this position is up to $20/hr., based on experience.


  • Provide technical assistance with a focus on phone, email, walk-up and ticketing support for a variety of requests 
  • Provide Application Support.
  • Drive down store issues and offline procedure.
  • Work with and escalate third party vendors (various carriers, IBM, Wincore, OKI, etc.)
  • Accurately document and report problems using the ServiceNow ticket management system including but not limited to: Categorizing, prioritizing, and keeping incident status up to date as well as closure notes
  • Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability, including cable modems, T1 and other services and technologies as needed via telephone, e-mail, web and onsite at customer locations as needed
  • Assist with the monitoring, management and support of equipment and services provided to customers either directly or via third parties
  • Assist with the installation, configuration and management of network equipment as assigned.
  • Using pre-defined templates — document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create Knowledge Base articles that walk customers through the steps of using and configuring various technologies
  • Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports
  • Activity drives and analyzes the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
  • Help train others and document knowledge for self help


  • Point of Sale (POS)/Mobile POS system (frontend software and hardware)
  • Network (WAN, LAN, VPN, Firewall, Wireless)
  • Servers (Windows/Linux)
  • Telephony (store, corporate systems, voice mail, fax, mobile device, and carrier services)
  • Desktop hardware/software support and troubleshooting (Printers, imaging, map drives, encryption, components)
  • ServiceNow ticketing system

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