Help Desk Specialist at REJIS Commission

Join the REJIS Revolution: Pioneering Tomorrow’s Justice Tech Today!

Our Help Desk department is responsible for providing support to customers on issues of moderate complexity. Our specialists serve as initial points of contact and they apply knowledge of REJIS developed applications, REJIS services, and Vendor software used by internal and external customers. They successfully apply knowledge of PC and printer hardware, network infrastructure, and information technology to troubleshoot user/system problems. They perform professionally in a team environment and when working with customers. They continue their professional growth through self-study, training courses, and/or on-the-job experience. 

Overview of Skills Needed: 

• Strong Customer Service Attitude, verbal, and written communication skills 
• Proficient knowledge and working experience using Microsoft Word and Excel 
• Proficient ability to provide level one support for PC Desktop / Windows & Explorer support problems 
• Proficient ability to provide level one support on REJIS services (internal training provided) 
• Possess the ability to work in a team environment
• Working knowledge of LAN, WAN, and VLAN environments, remote access software, and Active Directory 
• Display the ability to provide prompt and courteous customer support and common problem resolution 
• Display the ability key comprehensive information into an automated client-based system 
• Proficient ability to utilize IT Service Management software to document comprehensive information describing customer requests during customer calls and chat requests 
• Responsible for performing the incident management process; ensuring incidents and service requests are properly recorded, classified, and given initial support
• Working with 3rd party vendors to resolve issues meeting service level agreement guidelines 
• Maintain Customer, Hardware, Software, and Knowledge of databases 
• Willing to work 9:30 a.m. until 6:00 p.m. Monday through Friday
• Willing to work a flexible schedule to cover shifts during team member absences and minimal 24 hour on-call support 

Why You’ll Love Working with Us:

At REJIS, you’re more than just an employee; you’re a catalyst for change in the fabric of our society. We offer a collaborative team environment, competitive compensation, and benefits that reflect our commitment to our staff's well-being and career growth. A hybrid work schedule option may be available after initial job training has been completed, if approved by the manager.

Join REJIS. Innovate. Impact. Inspire.

Requirements

• Two years’ experience or related training in: IT Service Desk/ customer support related positions; working in Law Enforcement Dispatch or related environments; and/or supporting and troubleshooting desktop-related issues  
• Demonstrate strong Customer Service attitude and strong verbal and written communication skills
• Familiarity with Incident management systems and business processes
• Ability to work as an individual and\or team member
• Be able to communicate with a client in a way that they understand
• Ability to respond rapidly and provide real time troubleshooting
• Ability to demonstrate written documentation skills
• Demonstrate proficiency in using Microsoft applications, such as Word, Excel, and Outlook
• Service Desk Specialist certification or equivalent a plus

EOE/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity/Marital Status

The REJIS Commission has developed an EEOP Utilization Report as required by the United States Department of Justice. It is available for review on our website at rejis.org/contact-us/join-our-team.

The minimum salary starts at $24.23/hour with the possibility of additional compensation based on years of experience, demonstrated skills, certifications, and education. This is an hourly position and is eligible for overtime pay.