NJAOC Help Desk Analyst 4

Help Desk Analyst

The Help Desk Analyst will assist the 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 are important. All work will be performed on-site. A 2-year college degree or equivalent technical study is desired. Training on the client procedures and system will be provided.

The ideal IT Helpdesk Analyst 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 demonstrated 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 Client 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 Client business applications.
• Provide follow-up status to end-users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.