Help Desk Analyst

cai; United States; Hybrid; USD 48,000 - 60,000; Full time

Job summary

CAI in Trenton, NJ is seeking a Help Desk Analyst to provide first-line technical support, troubleshoot user issues, and ensure timely resolution of service requests.

This full-time hybrid role focuses on customer service, documenting steps, and collaborating with IT teams to maintain service quality. Candidates should have 3+ years in technical support and strong communication skills.

Qualifications

• 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.

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

Skills

Customer service

End-user support

Verbal communication

Written communication

Issue prioritization

Documentation

Team collaboration

Tools

Ticketing system

Remote support tools

Job description

Help Desk Analyst

Req number: R8379

Employment type: Full time

Worksite flexibility: Hybrid

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

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.

Job Description

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. Schedule: 3 days onsite, 2 days remote

What You'll Do

• 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

Required

• 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

Preferred

• 3+ years of documentation experience
• Experience supporting enterprise users in a large organizational environment
• Experience working with IT service management processes and best practices

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 - 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he o