Job ID NumberR3995Employment TypeFull timeWorksite FlexibilityHybridJob SummaryAs 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 DescriptionCAI 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 DoMaintain a working knowledge of Help Desk and IT Operations proceduresLog all incoming problems and requests and actions taken to resolve themProvide first response help desk support to all customers and usersProvide assistance in the areas of site support, and project specific assignmentsAttempt to troubleshoot and resolve problems and satisfy requestsProvide support for client business applicationsProvide follow-up status to end-users in accordance with specified support policies and proceduresEnsure closed problems are adequately documentedAssist with other tasks as assigned by managementNotify management of all major incidents, problems immediately and with confidentialityConduct quantitative and qualitative research related to processes, programs and projectsUpdate solutions knowledgebase and documentationWork with management on new projects, as assignedProvide support to other units and/or divisions when called uponWhat You’ll NeedRequired:Associate's Degree in any field from an accredited college or university. or equivalent work experience2 years’ experience working at a call center creating and troubleshooting tickets1+ year(s) experience developing technical documentation for customers2 years’ experience with Level 2 technical SW support2 years’ experience performing desktop application support either remote or in-personWorking knowledge of Microsoft Teams, Office 365, and Active DirectoryExperience using ticketing systems such as ServiceNowExcellent communication and customer service skillsAbility to work in a fast-paced environmentDetail oriented and strong organizational skillsPreferred:Prior local government experience is a plusPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary 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 monitorReasonable Accommodation StatementIf 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 StatementIt 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.