Secaucus, NJ

Support Jobs in Secaucus, NJ

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Today

Service Desk Technician

ZT Systems Secaucus, NJ

Secaucus, NJ

Today

Full time End User Support Help Desk Help Desk Support

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Job Description

The Service Desk Technician role is an entry-level position based in Secaucus, NJ (onsite), focused on managing enterprise customer tickets across internal and external case management systems. The position supports ticket assignment, updates, escalations, and SLA-driven follow-through while coordinating with broader support teams.

Role Overview

In this role, you will manage Enterprise tickets across internal and external case management systems. Key duties include assigning, updating, and escalating customer tickets, along with ownership of follow-up and engagement across support teams to ensure tickets are addressed within service-level expectations.

Responsibilities

Maintain customer tickets in the case management system and update the customer’s case management system.
Control the workflow for receiving, assigning, and completing internal tickets.
Ensure tickets include correct notes, categories, and statuses.
Verify that ticket resolution checklists are followed.
Monitor and stay updated on ticket resolution progress to support completion within SLA.
Ensure Field technicians follow all company standard operating procedures.
Support other internal teams as needed.
Identify opportunities for improvement.
Provide ongoing feedback and guidance.
Own the customer experience and drive initiatives for continuous improvement.

What You Will Do

Maintain and update customer tickets across internal and customer case management systems.
Manage intake, assignment, and completion of internal tickets.
Confirm accurate ticket notes, categories, and statuses.
Ensure resolution checklists are completed as required.
Track resolution progress against SLA timelines.
Support Field technicians’ adherence to standard operating procedures.
Coordinate with other teams to help resolve customer needs.
Continuously look for improvements and share guidance to strengthen outcomes.
Drive customer experience initiatives tied to process improvements.

Requirements

Follow procedures to communicate, report, and escalate incidents to appropriate Shift leads.
Learn the client’s business and maintain strong client focus to understand the impact of work performed on tickets and assigned tasks.
Have a fundamental understanding of computer architecture, including CPU, power supply, memory, graphics cards, and flash memory.
Be technically curious and focused on expanding knowledge within the enterprise computing environment.
Have experience working in an IT support environment.
Demonstrate analytical, problem-solving, and detail-oriented working habits.
Maintain strong oral and written communication skills.
Use proactive, positive, deliberate, and focused thinking to manage daily work.
Contribute to an effective team environment by sharing information, participating in regular team meetings, asking questions, and staying apprised of others’ work status.

Minimum Qualifications

Computer or server hardware knowledge, including an understanding of component and system-type failures.
Preferred: Associate degree in IT, Computer Science, Electronics, or a related field; relevant technical certifications such as A+, Network+, or Server+; or equivalent experience.
Preferred: 1+ years of experience in hardware testing and break-fix.
1+ years of experience operating in an IT support environment.
Comfort working with the 365 suite of tools.

Tools and Technology

365 suite of tools

Benefits

Competitive base salary
Performance-based annual bonus eligibility
401(k) retirement savings plan
Tuition reimbursement for eligible education programs
Comprehensive medical, dental, and vision coverage with access to leading providers
Mental health resources and employee wellness support programs
Company-paid life and disability insurance
Paid time off (PTO) and company-paid holidays
Parental leave and family care support programs
Structured training programs and on-the-job learning opportunities
Matching gifts and volunteer programs to support causes you care about

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1mo ago

Business Process Analyst/System Help Desk

Yusen Logistics Secaucus, NJ

Secaucus, NJ

1mo ago Closed

$78k - $80k/yr Full time Application Support Business Analysis Business Process

This position is no longer accepting applications (closed Oct 18, 2026).

Job Description

Yusen Logistics is seeking a Business Process Analyst/System Help Desk member to support the NGA RORO NSA BPM team. This onsite role in Secaucus, NJ focuses on improving RORO business processes and supporting associated IT systems, including PRESTO, TOM, and other local systems, while also contributing to project execution for the NSA RORO Region.

Key Responsibilities

Participate in regular BPM Team meetings to share project status, risks, and issues, and to present proposed solutions for business process and system improvements.
Conduct regular project meetings in the office with stakeholders and departments as needed, facilitating discussions, capturing issues, and identifying or demonstrating solutions.
Document and communicate business requirements with NBSA for local system enhancements to ensure shared understanding of business needs.
Partner with NBSA to review UAT demonstrations prior to testing, building and sharing understanding of system enhancements and expected functionality.
Perform UAT for system enhancement and system defect tickets, and share UAT defect details with NBSA through tickets, email, and meetings.
Support prioritization by coordinating with NBSA on remediation next steps to resolve defects.
Collaborate with the NSA BPM Manager or Supervisor and other Secaucus office members on project planning.
Resolve business team issues and complete requests related to business processes or systems.
Support projects for business process improvement and system enhancement, including creating project plans for system releases and ad-hoc projects.
Run regular status meetings with key business stakeholders and the BPM team in Tokyo, as required, and coordinate with IT teams as needed.
Conduct business analysis to identify issues and propose solutions, including requirements gathering from Business Subject Matter Experts (SMEs) and documenting business requirements.
Collect and analyze business justification for enhancements, including ROI calculations comparing quantified business benefits versus enhancement costs for management approval.
Provide sign-off for Business Requirements, QA test scenarios, QA test results, and UAT readiness by developing and executing UAT plans.
Communicate project status, risks/issues, and remediation plans to management; monitor and measure process efficiency through KPIs and escalate activities that miss schedule or quality expectations.
Create enhancement or defect tickets for system changes, monitor ticket status, perform follow-up actions, and report updates back to business stakeholders.
Identify and communicate business priorities for system enhancements by business domain, and gather and define KPI definitions for those domains.
Liaise with internal and external parties, including NSA RORO business SMEs and management, the BPM team in Tokyo, and external customers and vendors.
Facilitate and/or participate in recurring status meetings with SMEs, BPM, and IT as required, and work with NSA BPM management to define overall priority and direction for business initiatives such as process optimization and system enhancement definition.

Required Qualifications

2+ years of Business Analyst experience preferred and/or Shipping Business experience.
Problem Solver with the ability to dissect complex problems and propose appropriate solutions and alternatives.
Positive attitude and the ability to inspire others when facing challenges.
Proactive/self-starter who completes assignments through initiative.
Results-oriented approach that values strategy and planning while focusing on execution that supports competitive advantage.
Continuous improvement mindset with a realistic viewpoint.
Accountability as a team player who follows tasks through to completion and holds self and others to commitments.
Ability to communicate clearly and timely, providing concise and candid feedback.
Business acumen to support efficient decision-making and positive outcomes.
Business analysis experience documenting business and functional requirements, as well as Standard Operating Procedures (SOP).
Business knowledge of RoRo business and/or Shipping/Ocean Carrier-related business functions (preferred but not required).
Must be proficient in the Microsoft Office suite, including Excel, Word, PowerPoint, and Visio.
Bachelor’s Degree required.

Systems and Tools

PRESTO
TOM
Microsoft Office suite
Excel
Word
PowerPoint
Visio

Location and Employment Information

Location: Secaucus, NJ (onsite)
Salary range: USD 78,000 to USD 80,000 per year

Benefits

Medical, Dental, and Vision
401(k) with company match and Pension Plan
Flexible Spending Accounts
Life Insurance
Tuition Assistance Program
Vacation

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Support Jobs in Secaucus, NJ

Service Desk Technician

Business Process Analyst/System Help Desk

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