Job Description :
Job Title: Help Desk Analyst
Location: Trenton, NJ
Duration: 6+ Months
Details:
The Help Desk Analyst provides technical support for various off the shelf, customized applications, enterprise systems, and telephony devices. Provides onsite and remote computer support; ensures proper corrective actions are taken to resolve reported problems allowing computer users to do their work in an effective and efficient manner. Residency in New Jersey is a requirement for consideration for this position in accordance with the New Jersey First Act.
Roles & Responsibilities:
1. Serves as the central point of contact for all Information Systems service support requests and technical issues.
2. Responsible to oversee and manage desktop systems security including the installation of desktop software and software patches.
3. Responds to support requests assigned, or support requests received via telephone and/or e-mail.
4. Identifies, researches and resolves technical problems for a variety of hardware platforms and software applications, as well as, basic networking and connectivity issues.
5. Provides continual follow up on all assigned support requests through resolution in order to provide end users with the highest level of service and satisfaction as measured by SDA’s surveys and management.
6. Records accurately all support requests including problem descriptions, troubleshooting activity used to resolve support request and resolutions using the Support Center Help Desk software.
7. Researches technical problems, system/software updates/upgrades to determine the impact to SDA systems or environment. Document and implement resolutions for technical problems and system/software updates/upgrades.
8. Applies specific technical knowledge and troubleshooting skills to simulate reported problem(s) and resolve problem(s) in a timely manner.
9. Escalates unresolved support requests to the next appropriate level(s) either within the Information Systems Department or through external support providers.
10. Maintains a professional service attitude and image.
11. Available for on-call responsibilities outside of normal business hours as required.
12. Other Duties as assigned
Skills Required
1. Good organizational skills coupled with strong analytical and problem solving skills.
2. Good customer service, written and verbal communications skills.
3. Ability to work independently with all levels of the organization
4. Must be able to collaborate effectively within a team environment
5. Ability to establish and maintain cooperative work relationships with associates in a small fast paced environment.
6. Demonstrated ability to manage multiple projects and handle multiple priorities.
7. Demonstrated ability to: diagnose, isolate and resolve computer hardware and software related problems expeditiously and independently
Experience Required
Strong knowledge of standard operating systems, printers, and workstation hardware troubleshooting, and shrink wrap applications:
Windows Operating Systems, Microsoft Office, Internet Browsers, Outlook, , help desk and patch management software.
Education Required
Associates degree or comparable technical training certification. Minimum of one to two years computer application help