Help Desk Analyst

Help Desk AnalystCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.Job Summary: We are looking for a motivated Help Desk Analyst ready to take us to the next level! If you have experience providing first-line technical support, troubleshooting and resolving user issues, and ensuring timely resolution of service requests and are looking for your next career move, apply now.Job Description: We are looking for a Help Desk Analyst to provide first-line technical support, troubleshoot and resolve user issues, and ensure timely resolution of service requests while delivering exceptional customer service. This position will be a full-time contract and hybrid in Trenton, NJ.Schedule: 3 days onsite, 2 days remoteWhat You'll Do:Receive, prioritize, and respond to technical support requests from end usersTroubleshoot and resolve P1 and P2 incidents in a timely and efficient mannerEscalate complex or higher-level technical issues to appropriate IT teams for resolutionMaintain accurate documentation of support requests, troubleshooting activities, and issue resolutionsCommunicate ticket status, updates, and resolutions effectively to end users and stakeholdersProvide customer-focused technical support while maintaining service quality standardsCollaborate with IT teams to ensure efficient issue resolution and knowledge sharingParticipate in training sessions to enhance technical knowledge and customer service skillsMonitor support queues and ensure tickets are handled according to established service levelsSupport continuous improvement initiatives related to help desk operations and customer support processesWhat You'll Need:Required:3+ years of experience providing technical support and troubleshooting assistance3+ years of help desk or service desk operations experience3+ years of experience using ticketing systems to track and manage support requests3+ years of experience resolving P1 and P2 incidentsStrong customer service and end-user support skillsExperience collaborating with IT teams and technical support groupsStrong verbal and written communication skillsAbility to prioritize multiple issues and work effectively in a fast-paced environmentStrong analytical and problem-solving abilitiesAbility to document troubleshooting steps and issue resolutions accuratelyPreferred:3+ years of documentation experienceExperience supporting enterprise users in a large organizational environmentExperience working with IT service management processes and best practicesPhysical Demands:Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etcAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable accommodation statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.$28 - 32 per hourThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.