Help Desk Analyst

Help Desk Analyst Help Desk AnalystReq number:

R7634Employment type:

Full timeWorksite flexibility:

HybridWho we areCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job SummaryWe are looking for a motivated Help Desk Analyst ready to take us to the next level! If you have experience providing technical support to end users and resolving tickets or various issues and are looking for your next career move, apply now.

Job DescriptionWe are looking for a Help Desk Analyst to provide first-line technical support to end users, focusing on timely resolution of P1 and P2 incidents while maintaining a high level of customer satisfaction. This position will be a full-time contract role and hybrid in Trenton, NJ.What You'll Do

• Receive and prioritize technical support requests from end users
• Troubleshoot and resolve P1 and P2 incidents in a timely and efficient manner
• Escalate higher-level or unresolved issues to IT teams as appropriate
• Document reported issues and their resolutions accurately in the ticketing system
• Communicate ticket status, progress, and resolutions clearly with stakeholders
• Collaborate with IT and support teams to ensure issues are addressed effectively
• Participate in training sessions to enhance technical knowledge and customer service skills
• Provide consistent, professional customer service to support end-user satisfaction What You'll Need

Required:

• 3 years of experience providing technical support and troubleshooting
• 3 years of help desk or service desk operations experience
• 3 years of experience working with ticketing systems
• 3 years of customer service experience in a technical support environment
• 3 years of experience resolving P1 and P2 priority incidents
• 3 years of experience collaborating with IT or escalation teams

Preferred:

• 3 years of experience with technical documentation and knowledge base creation Physical Demands
• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves 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, utilizing a mouse, keyboard, and monitor Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.

accommodationscai.io or (888) 824 - 8111. $28 - $30 per hour The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

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