Help Desk Analyst

CAI • Trenton, NJ

2d • Hybrid

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 technical support to end users and resolving tickets or various issues and are looking for your next career move, apply now. We are looking for a Help Desk Analyst to provide first-line technical support to end users, focusing on timely resolution of P1 and P2 incidents while maintaining a high level of customer satisfaction. This position will be a full-time contract role and hybrid in Trenton, NJ.

Requirements

• 3 years of experience providing technical support and troubleshooting
• 3 years of help desk or service desk operations experience
• 3 years of experience working with ticketing systems
• 3 years of customer service experience in a technical support environment
• 3 years of experience resolving P1 and P2 priority incidents
• 3 years of experience collaborating with IT or escalation teams

Nice To Haves

• 3 years of experience with technical documentation and knowledge base creation

Responsibilities

• Receive and prioritize technical support requests from end users
• Troubleshoot and resolve P1 and P2 incidents in a timely and efficient manner
• Escalate higher-level or unresolved issues to IT teams as appropriate
• Document reported issues and their resolutions accurately in the ticketing system
• Communicate ticket status, progress, and resolutions clearly with stakeholders
• Collaborate with IT and support teams to ensure issues are addressed effectively
• Participate in training sessions to enhance technical knowledge and customer service skills
• Provide consistent, professional customer service to support end-user satisfaction

Benefits

• medical insurance
• dental insurance
• vision insurance
• 401k retirement account access
• paid sick leave
• other paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed