Help Desk Analyst

Software Technology Inc is seeking a Help Desk Analyst to join our Trenton, NJ team on a hybrid work arrangement. The role centers on providing first-line IT support for Microsoft applications and guiding end users through issues in a fast-paced setting while adhering to our IT policies. The successful candidate will communicate clearly, resolve requests efficiently, and contribute to day-to-day operations as well as project-related tasks.

Responsibilities

• Maintain up-to-date knowledge of the day-to-day operating environment, including available tools and applications.
• Stay informed on Help Desk and IT Operations procedures to ensure consistent service delivery.
• Log all incoming problems and requests, along with actions taken to resolve them, in the ticketing system.
• Provide first-response Help Desk support to customers and users.
• Assist with site support tasks and project-specific assignments as needed.
• Aim to troubleshoot and resolve issues and fulfill requests where possible.
• Offer support for AOC business applications as part of the Help Desk scope.
• Provide follow-up status updates to end-users in accordance with defined support policies and procedures.
• Ensure that closed problems are thoroughly documented for future reference.

Requirements

• Proficiency with 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.
• Strong, clear communication skills.

Technologies

• Microsoft Windows 10
• Microsoft Windows Server
• Active Directory
• Office 365
• Microsoft Excel
• Microsoft Word
• Visio
• AOC mainframe