Help Desk Support, NJ DOA
Overview
The Division of Administration provides the necessary administrative support, including fiscal, human resources, affirmative action, government records access, and ethics functions to all Treasury divisions. For State agencies, the Division provides fleet management and maintenance, postal services, and printing services. We also provide support services for the Governor's Office, numerous interdepartmental accounts, and various grant programs.
The primary objective is to assist our clients in achieving their missions. We strive to build a process that is flexible, cost-efficient for the New Jersey taxpayer, and client-focused.
Project Scope
State of New Jersey, Division of Administration was looking for a vendor having strong experience in help desk support projects supporting Windows XP, Windows 7, and MS Office 2007. Also background of PC Support, customer service, and Strong phone support and verbal communication skills were essential for the requirements.
Solution
V Group was responsible for assisting in the daily technical assistance and help desk support. V Group’s team assisted the primary technical support person with technical and help desk support in periods of need and/or absence. The team was required to lift heavy equipment (40 pounds+) and also to work with a small group with multiple roles (desk side, phone support).
V Group has provided support for HELPDESK Handling of sponsors' calls/emails and resolving sponsors' SNEARS phone and email inquiries, Understanding of the Application, System/Reimbursement System/Direct Certification Applications. We generated authorization codes for new SNEARS users through the portal's Role Manager. Our professional elevated program level inquiries to proper Child Nutrition staff TECHNICAL Resolve Food and Nutrition user technical inquires in a timely manner. V Group’s team was closely involved in activities like PC Troubleshooting, Microsoft Office 2010 Configuring of PC's\Laptops\Printers Configuring of Software Printer\Copier Troubleshooting. V Group maintained accurate supply of network/desktop and copier supplies Change printer/copier toner at user request. In the Inventory, we maintained accurate records of IT equipment signed out of office, accurate inventory records of hardware/software assets, recalibration schedule for Opscan 4 scanner, hardware/software quotes Paperwork for procuring hardware/software through completion of OIT checklists, and the Paperwork for procuring CAI services through completion of OIT checklists.