Job ID Number
R3995
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
As a Help Desk Analyst II, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
Job Description
CAI is seeking a dedicated and experienced Help Desk Analyst to resolve end-user software technical and procedural problems. This position will be a hybridcontractroleonsite in Trenton, NJ.
What You’ll Do
Maintain a working knowledge of Help Desk and IT Operations procedures
Log all incoming problems and requests and actions taken to resolve them
Provide first response help desk support to all customers and users
Provide assistance in the areas of site support, and project specific assignments
Attempt to troubleshoot and resolve problems and satisfy requests
Provide support for client business applications
Provide follow-up status to end-users in accordance with specified support policies and procedures
Ensure closed problems are adequately documented
Assist with other tasks as assigned by management
Notify management of all major incidents, problems immediately and with confidentiality
Conduct quantitative and qualitative research related to processes, programs and projects
Update solutions knowledgebase and documentation
Work with management on new projects, as assigned
Provide support to other units and/or divisions when called upon
What You’ll Need
Required:
Associate's Degree in any field from an accredited college or university. or equivalent work experience
2 years’ experience working at a call center creating and troubleshooting tickets
1+ year(s) experience developing technical documentation for customers
2 years’ experience with Level 2 technical SW support
2 years’ experience performing desktop application support either remote or in-person
Working knowledge of Microsoft Teams, Office 365, and Active Directory
Experience using ticketing systems such as ServiceNow
Excellent communication and customer service skills
Ability to work in a fast-paced environment
Detail oriented and strong organizational skills
Preferred:
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, etc.
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 or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.