IT Help Desk Analyst

Reagent•Ringoes, NJ

6h•Hybrid

About The Position

This position is responsible for delivering high-quality Level 1 and Level 2 end-user support while ensuring effective operations and continuous improvement of the IT help desk function. The role serves as the primary point of contact for technical assistance and plays a critical role in maintaining user productivity and satisfaction by resolving issues efficiently and professionally. The IT Help Desk Analyst will be responsible for receiving, prioritizing, documenting, and resolving technical incidents and service requests. In addition to direct user support, the role will own the administration and optimization of the help desk ticketing system, ensuring accurate tracking, reporting, and adherence to service level expectations. This role requires strong technical troubleshooting skills, attention to detail, and a proactive mindset to identify trends, recommend improvements, and enhance overall IT service delivery across the organization.

Requirements

Proficient knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications.
Basic understanding of networking concepts, including TCP/IP, Active Directory, Microsoft 365.
Familiarity with hardware troubleshooting techniques for desktops, printers, and peripherals.
Experience with help desk ticketing systems.
Excellent customer service skills and ability to interact professionally with users at all levels.
Strong communication skills, both verbal and written, to clearly explain technical issues and solutions.
Problem-solving abilities with a logical approach to troubleshooting.
Ability to prioritize tasks and manage time effectively.
Bachelor’s degree in computer science or related field of study and/or equivalent years of experience.

Responsibilities

Answer incoming help desk calls, emails, and tickets from end users, accurately logging details about the issue and user information.
Effectively prioritize and triage incoming requests based on urgency and impact on business operations.
Troubleshoot common hardware and software issues related to desktops, laptops, peripherals, and applications.
Perform initial diagnosis and attempt to resolve issues at the first point of contact.
Perform additional duties and responsibilities as assigned by the Director of Information Technology to support departmental objectives and organizational priorities.
Participate in an off-hours on-call support rotation, providing timely response and resolution for after-hours incidents and critical system issues as needed.
Perform other related duties as assigned.
Utilize diagnostic tools and troubleshooting techniques to identify the root cause of technical problems.
Provide clear instructions and guidance to users to resolve issues, remotely when possible.
Perform hands-on desktop support, including hardware replacements, software installations, and configuration changes.
Escalate complex issues to higher-level technical support when necessary.
Maintain detailed records of all support tickets within the help desk ticketing system, including steps taken, resolutions, and relevant user information.
Update ticket status and keep users informed about progress on their issues.
Analyze trends and patterns in support requests to identify potential systemic problems and proactively address them.
Provide basic training and guidance to users on new software applications and system updates.
Communicate clearly and patiently with users, explaining technical concepts in layman's terms.
Build positive relationships with end users to foster trust and cooperation.
Administer and maintain the IT help desk ticketing system, ensuring all incidents and service requests are accurately logged, categorized, and prioritized.
Define, implement, and enforce ticket management standards, including SLA adherence, response times, and resolution targets.
Monitor ticket queues to ensure timely assignment, follow-up, and closure of support requests.
Develop and maintain ticket workflows, categories, and automation rules to improve efficiency and consistency of support operations.
Generate and analyze help desk metrics and reports (e.g., ticket volume, response time, resolution time, recurring issues) to drive data-informed decision-making.
Identify trends in support requests and collaborate with IT leadership to implement preventative measures and long-term solutions.
Maintain and improve the knowledge base by documenting common issues, solutions, and support procedures for both IT staff and end users.
Ensure proper escalation paths are defined and followed for complex or high-impact issues.
Continuously evaluate and recommend improvements to help desk tools, processes, and user experience.