Provide first-line technical support by troubleshooting and resolving end-user issues while keeping service requests moving through to resolution.

Receive, prioritize, and respond to technical support requests from end users
Troubleshoot and resolve P1 and P2 incidents in a timely and efficient manner
Escalate complex or higher-level technical issues to the appropriate IT teams
Maintain accurate documentation of support requests, troubleshooting activities, and issue resolutions
Communicate ticket status, updates, and resolutions effectively to end users and stakeholders
Deliver customer-focused technical support while maintaining established service quality standards
Collaborate with IT teams to support efficient issue resolution and knowledge sharing
Participate in training sessions to enhance technical knowledge and customer service skills
Monitor support queues and ensure tickets are handled according to established service levels
Support continuous improvement initiatives related to help desk operations and customer support processes

Requirements

3+ years of experience providing technical support and troubleshooting assistance
3+ years of help desk or service desk operations experience
3+ years of experience using ticketing systems to track and manage support requests
3+ years of experience resolving P1 and P2 incidents
Strong customer service and end-user support skills
Experience collaborating with IT teams and technical support groups
Strong verbal and written communication skills
Ability to prioritize multiple issues and work effectively in a fast-paced environment
Strong analytical and problem-solving abilities
Ability to document troubleshooting steps and issue resolutions accurately

Preferred

3+ years of documentation experience
Experience supporting enterprise users in a large organizational environment
Experience working with IT service management processes and best practices

Schedule and Worksite

Full-time contract role
Hybrid in Trenton, NJ
Schedule: 3 days onsite, 2 days remote

Pay

USD 28 - 32 per hour
Exact compensation may vary based on location, experience, and education

Benefits

Medical, dental, and vision insurance
401k retirement account access
Paid sick leave and/or other paid time off as provided by applicable law

Physical Demands

Ability to safely and successfully perform essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work involving sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings
Ability to conduct repetitive tasks on a computer, using a mouse, keyboard, and monitor

Reasonable Accommodation

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, direct inquiries to [email protected] or (888) 824-8111.

EEO Statement

Computer Aid, Inc. (CAI) is committed to equal employment opportunity and does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. CAI policy includes affirmative action and prohibits harassment and retaliation related to protected status or filing/participating in discrimination complaints under applicable federal, state, or local EEO laws.

Req Number: R8379

Help Desk Analyst

Job Description