Help Desk Analyst - Level 2 - Mercer County, NJ/Hybrid

About the role

The Help Desk Analyst will assist internal and external users with elevated software technical and procedural problems, focusing on resolving issues through excellent communication.

Responsibilities

• Assist customers with Court application issues to identify and resolve problems.
• Communicate effectively with end users, explaining technical details in understandable terms.
• Work in a fast-paced, deadline-driven environment, prioritizing tasks and meeting established deadlines.
• Maintain a working knowledge of Help Desk and IT operations procedures.
• Log all incoming problems and actions taken to resolve them.
• Provide first response help desk support to all customers and users.
• Provide assistance in site support and project-specific assignments.
• Attempt to troubleshoot and resolve problems and satisfy user requests.
• Support AOC business applications.
• Provide follow-up status updates to end-users according to specified support policies and procedures.
• Avoid major incidents and report them promptly to management.
• Conduct research related to processes, programs, and projects.
• Update the Solutions Knowledgebase and Documentation.
• Support other units and divisions as needed.

Requirements

The ideal candidate will have a strong background in computer science or a related field, with a preference for those who have completed an Associate's degree. Additional IT technical experience or relevant experience may be substituted for educational requirements on a year-for-year basis.

Skills

• Excellent communication skills
• Knowledge of Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory
• Experience with Microsoft Excel, Word
• Knowledge of Mainframe Applications