Hybrid Help Desk Analyst — User‑Focused IT Support Pro

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

Job summary

STI is seeking a Help Desk Analyst - Level 2 in Mercer County, NJ, for a 6+ month hybrid role. The candidate will resolve elevated software and procedural issues for internal and external users, with a strong emphasis on communication.

Responsibilities include logging incidents, providing first-line support, and updating documentation. Training is on premises, with after-hours shift expectations and 3 days onsite/2 days remote post‑training.

Qualifications

• Graduation from an accredited college or university with an 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.

Skills

Microsoft Teams

Office 365

Windows 11

Active Directory

Excel

Word

Education

Associates Degree in Computer Science or Information Technology

Job description

STI is seeking a Help Desk Analyst - Level 2 in Mercer County, NJ, for a 6+ month hybrid role. The candidate will resolve elevated software and procedural issues for internal and external users, with a strong emphasis on communication.

Responsibilities include logging incidents, providing first-line support, and updating documentation. Training is on premises, with after-hours shift expectations and 3 days onsite/2 days remote post‑training.