Hybrid Help Desk Analyst II – User-Focused IT Support

STI; New Jersey; Hybrid; USD 45,000 - 65,000; Part time

Job summary

STI in Mercer County, NJ is seeking a Help Desk Analyst - Level 2 for a 6+ month contract with potential extension. This role focuses on resolving elevated software issues for internal and external users with excellent communication skills.

Training will be conducted on premises to learn AOC procedures and systems. After training, expect a 3 onsite days / 2 remote days per week schedule (Tue, Wed or Thu), 9:00-5:00 with a 1-hour unpaid lunch.

Qualifications

• Graduation from an accredited college or university with an Associates Degree in computer science or information technology.
• Substitution: additional IT experience may substitute for the degree on a 1 year : 30 semester hour credits basis.

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.

Skills

Excellent communication

Microsoft Teams

Microsoft Office 365

Windows 11

Active Directory

Microsoft Excel

Microsoft Word

Education

Associates Degree in computer science or IT

Tools

Microsoft Teams

Office 365

Windows 11

Active Directory

Excel

Word

Job description

STI in Mercer County, NJ is seeking a Help Desk Analyst - Level 2 for a 6+ month contract with potential extension. This role focuses on resolving elevated software issues for internal and external users with excellent communication skills.

Training will be conducted on premises to learn AOC procedures and systems. After training, expect a 3 onsite days / 2 remote days per week schedule (Tue, Wed or Thu), 9:00-5:00 with a 1-hour unpaid lunch.