Help Desk Analyst I - IT Support for End Users

AtlantiCare; Egg Harbor Township (NJ); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Generous PTO

Medical, Prescription Drug, Dental & V

Vision Insurance

Retirement Plans

Short-Term & Long-Term Disability

Life Insurance

Tuition Reimbursement

FSAs for healthcare and dependent care

Wellness Programs

Pet Insurance and more

Job summary

AtlantiCare is seeking an AIT Customer Support Desk Analyst I to ensure smooth computer and application operation for end users. You will receive, prioritize, document, and resolve help requests, sometimes via remote access, and maintain scheduled tasks.

A high school diploma or GED is required; A+ certification is preferred. Experience with desktop/server OSs (XP, AIX/UNIX) and basic networking knowledge is helpful.

Qualifications

• High school diploma or GED required.
• A+ Certification preferred.
• Experience with desktop and server operating systems, including XP, AIX/UNIX preferred.
• Some knowledge of network required to help customers determine if they are connected.
• Strong written and oral communication skills.
• Ability to multitask and maintain great customer service in a high-pressure environment.

Responsibilities

• Field incoming help requests from end users via telephone, voice mail, web and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problem for resolution.
• Escalate problems to the appropriately experienced technician or support staff as needed.
• Record, track, and document the customer support problem-solving process, including all decisions and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting and use online resources to aid problem resolution.

Skills

Customer support

Troubleshooting

Documentation

Communication

Education

High school diploma or GED

A+ Certification preferred

Tools

Go-to Assist

Job description

AtlantiCare is seeking an AIT Customer Support Desk Analyst I to ensure smooth computer and application operation for end users. You will receive, prioritize, document, and resolve help requests, sometimes via remote access, and maintain scheduled tasks.

A high school diploma or GED is required; A+ certification is preferred. Experience with desktop/server OSs (XP, AIX/UNIX) and basic networking knowledge is helpful.