Help Desk Analyst - Level 2

Mbi Llc; Trenton (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology services provider based in New Jersey is seeking a Help Desk professional. The successful candidate will provide technical support, manage help desk tickets, and ensure adherence to IT policies. Qualifications include an Associate's Degree, strong communication and troubleshooting skills, and experience with MS Teams and Office 365. This role involves logging incidents, providing first response support, and engaging in IT operations to meet deadlines successfully.

Qualifications

• Graduation from an accredited college or university with an Associate's Degree.
• 3+ years of professional experience working in IT Tech.
• Experience in a call center environment with ticketing systems.

Responsibilities

• Maintain a working knowledge of Help Desk and IT Operations procedures.
• Log incoming problems and requests, providing first response support.
• Assist with troubleshooting, follow-up, and documentation of incidents.

Skills

Excellent communication

Troubleshooting

Microsoft Office 365

Microsoft Teams

Windows 11

Active Directory

Technical documentation

Education

Associate's Degree in computer science or IT

Tools

Microsoft Excel

Help Desk software

Job description

The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.

- They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.

- The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

- Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.

- The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word.

- This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

Qualifications and Skills Desired:

- Graduation from an accredited college or university with a Associates Degree in a field related to computer science, information technology

Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits.

Responsibilities:

- Maintain a working knowledge of Help Desk and IT Operations procedures.

- Log all incoming problems and requests and actions taken to resolve them.

- Provide first response help desk support to all customers and users.

- Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.

- Provide support for AOC business applications.

- Provide follow-up status to end-users in accordance with specified support policies and procedures.

- Ensure closed problems are adequately documented.

- Assist with other tasks as assigned by management.

- Notify management of all major incidents, problems immediately and with confidentiality.

- Conduct quantitative and qualitative research related to processes, programs and projects.

- Update Solutions Knowledgebase and Documentation

- Work with management on new projects, as assigned.

- Provide support to other units and/or divisions when called upon.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Professional Experience working in IT Tech

Required

3

Experience working at a call center creating and troubleshooting tickets

Required

2

Experience developing technical documentation for customers

Required

1

Experience with Level 2 technical SW support

Required

2

Experience performing desktop application support either remote or in-person

Required

2

An Associate's Degree in any field from an accredited college or university

Highly desired

Experience with State Government

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