Help Desk Analyst

Job Title: Help Desk Analyst

Location: Trenton, NJ - HYBRID

Duration: long term

Job Description:

Qualifications and Skills Desired:
Graduation from an accredited college or university with a 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.