Help Desk Analyst

Help Desk Coordinator

The Help Desk Coordinator will assist customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred. Candidate will need to work Onsite for the first few weeks for training. Schedule is: M-F 8:00 to 4:00 with eventual 2 remote days after training Note: 40 hour work week. Excellent Communication is Needed. All training will be conducted on premises at Market St. Trenton.

Summary

The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications. The analyst 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 have the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

Qualifications and Skills Desired

• Microsoft Windows 10 • Knowledge of Microsoft Windows Server, Active Directory, and Office 365 – training on AOC mainframe systems will be provided. • Experience using Microsoft Excel, Word and Visio • Must have good clear communication skills

Responsibilities

• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications. • 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.

Required/Desired Skills

Skill - Required/Desired - Amount - of Experience

Data entry - Required - 3 Years

Experience using email (Outlook) - Required - 2 Years

Experience working in a position requiring calm demeanor when dealing with upset users - Required - 2 Years

Experience with MS Excel - Highly desired - 1 Year

Experience with MS Word - Highly desired - 1 Year

Experience with MS Visio - Highly desired - 1 Year