Help Desk Specialist
About The Position
New Jersey Resources is seeking a Help Desk Specialist to provide comprehensive first level technical support to end users by responding to phone inquiries, accurately identifying and documenting issues, and resolving common technical problems. Effectively manages and tracks support requests within the Help Desk system, ensuring timely follow up, proper escalation to second level support when necessary, and thorough closure of tickets. Delivers clear and consistent communication to users, offers guidance on frequently asked questions, and contributes to maintaining a positive support experience. Assists in preparing and maintaining administrative and operational reports derived from the Help Desk database to support management decision making.
Requirements
- High School diploma or GED required; Associate’s degree in Computer Science preferred.
- Industry certifications preferred, such as Microsoft Office, CompTIA A+, or other relevant IT credentials.
- 1–2 years of Help Desk or technical support experience required.
- Strong customer service orientation with excellent written and verbal communication skills.
- Working knowledge of end‑user computing technologies, applications, and troubleshooting methods.
- Ability to multitask, analyze issues, and resolve problems efficiently with strong attention to detail.
- Proficient in Windows 10/11 and Microsoft 0365
- Familiarity with configuring and troubleshooting PC hardware components.
- Ability to maintain confidentiality and demonstrate professionalism at all times.
- Available for occasional non‑traditional or off‑hours support as needed.
- Valid driver’s license required for periodic business-related travel.
Responsibilities
- Provide first‑level technical support by responding to user calls, identifying and logging issues, categorizing requests, and documenting all actions in the Help Desk system.
- Resolve routine inquiries and frequently asked questions; close tickets when resolved and escalate more complex issues to second‑level support.
- Monitor open calls to ensure timely follow‑up and successful completion.
- Maintain, analyze, troubleshoot, and repair computers, laptops, data displays, TVs, and other hardware devices.
- Support and maintain mobile devices, including iPhones, iPads, Microsoft Surface devices, Android phones, Blackberries, and radios; demonstrate strong knowledge of handheld and mobile technologies.
- Assist mobile workforce with laptops, RSA key fobs, and related equipment.
- Collaborate with third‑party vendors for system repairs and technical support when necessary.
- Create user training materials and conduct training sessions as needed.
- Stay current with emerging technologies, industry trends, and social media tools, integrating improvements where appropriate.
- Prepare administrative and operational reports from the Help Desk database to support management.
- Participate in evaluating new products and services to enhance Help Desk operations, including coordinating installation, user training, and implementation activities.
- Deliver high‑quality customer service by meeting established first‑level support service standards.
- Proactively identify potential issues, take corrective action, and keep supervisors informed of progress and outcomes.
- Demonstrate initiative and strong prioritization skills when managing multiple support requests.
Benefits
- Day one medical coverage, including prescription, vision and dental plans
- 401(k) plan with a generous company match
- Direct Stock Purchase Plan (with optional payroll deduction for employees)
- Wellness perks, including free on and off site fitness centers and other programs
- A confidential Employee Assistance Program
- Professional development and tuition reimbursement
- Vacation and company-paid holidays
- Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
