Help Desk Analyst
About The Position
We are looking for a motivated Help Desk Analyst ready to take us to the next level! If you have experience providing first-line technical support, troubleshooting and resolving user issues, and ensuring timely resolution of service requests and are looking for your next career move, apply now. We are looking for a Help Desk Analyst to provide first-line technical support, troubleshoot and resolve user issues, and ensure timely resolution of service requests while delivering exceptional customer service. This position will be a full-time contract and hybrid in Trenton, NJ.
Requirements
- 3+ years of experience providing technical support and troubleshooting assistance
- 3+ years of help desk or service desk operations experience
- 3+ years of experience using ticketing systems to track and manage support requests
- 3+ years of experience resolving P1 and P2 incidents
- Strong customer service and end-user support skills
- Experience collaborating with IT teams and technical support groups
- Strong verbal and written communication skills
- Ability to prioritize multiple issues and work effectively in a fast-paced environment
- Strong analytical and problem-solving abilities
- Ability to document troubleshooting steps and issue resolutions accurately
Nice To Haves
- 3+ years of documentation experience
- Experience supporting enterprise users in a large organizational environment
- Experience working with IT service management processes and best practices
Responsibilities
- Receive, prioritize, and respond to technical support requests from end users
- Troubleshoot and resolve P1 and P2 incidents in a timely and efficient manner
- Escalate complex or higher-level technical issues to appropriate IT teams for resolution
- Maintain accurate documentation of support requests, troubleshooting activities, and issue resolutions
- Communicate ticket status, updates, and resolutions effectively to end users and stakeholders
- Provide customer-focused technical support while maintaining service quality standards
- Collaborate with IT teams to ensure efficient issue resolution and knowledge sharing
- Participate in training sessions to enhance technical knowledge and customer service skills
- Monitor support queues and ensure tickets are handled according to established service levels
- Support continuous improvement initiatives related to help desk operations and customer support processes
Benefits
- medical, dental, and vision insurance
- 401k retirement account access
- paid sick leave
- other paid time off as provided by applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
