Help Desk Analyst :: Trenton NJ

STI•Trenton, NJ

24d

About The Position

The Help Desk Analyst provides first-response help desk support to customers and users, troubleshooting Microsoft applications and AOC business applications. The analyst communicates positively with end users and explains technical details in understandable terms. The role operates in a fast-paced, iterative, deadline-driven environment and requires organizing and prioritizing work to meet established deadlines. The analyst follows Help Desk IT policies, procedures, and standards and supports conformance with information systems goals and procedures. Training on AOC mainframe systems will be provided.

Requirements

Knowledge and experience supporting and troubleshooting various Microsoft applications.
Knowledge of Microsoft Windows 10.
Knowledge of Microsoft Windows Server, Active Directory, and Office 365.
Experience using Microsoft Excel, Word, and Visio.
Good, clear communication skills.
Ability to work well in a fast-paced, iterative, deadline-driven environment.
Ability to organize and prioritize work and meet established deadlines.

Responsibilities

Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
Maintain a working knowledge of Help Desk and IT Operations procedures.
Log incoming problems and requests and actions taken to resolve them.
Provide first-response help desk support to customers and users.
Provide assistance with site support and project-specific assignments.
Troubleshoot and attempt to resolve problems and satisfy requests.
Provide support for AOC business applications.
Provide follow-up status to end users in accordance with specified support policies and procedures.
Ensure closed problems are adequately documented.
Adhere to established Help Desk IT policies, procedures, and standards and ensure conformance with information systems goals and procedures.