Help Desk Analyst

We are in search of a Help Desk Analyst to join our team in Matawan, New Jersey. In this role, you will serve as the first point of contact for our team members requiring technical assistance. Your duties will include handling incoming calls, assisting with user account creation, as well as resolving hardware, software, and network-related issues.

Responsibilities:

• Handle incoming calls to the service desk professionally and efficiently
• Track all calls via our service desk software and assign or escalate tickets as necessary
• Follow up on open calls to ensure satisfactory issue resolution
• Provide initial support for user account creation, permissions, and directory updates
• Assess and prioritize incoming requests for assistance from users facing problems with hardware, software, or other computer-related issues
• Answer application questions and provide short training or 'how-to' documents
• Delegate support tasks to third party vendors when appropriate
• Escalate issues to the engineering support group when necessary
• Monitor trouble ticket portals of third-party vendors to ensure proactive issue resolution
• Participate in departmental projects and programs, including rollouts, upgrades, and modifications
• Maintain procedure manuals to ensure task execution continuity among current or future staff
• Deliver administrative services to the IT department
• Assist in desktop support functions
• Participate in after-hours on-call rotation. • Possess a deep understanding of Android Development
• Proficient in using Cisco Technologies for network management
• Demonstrated experience with Citrix Technologies
• Must be comfortable with Mac Computers and related software
• Knowledge of Microsoft suite and its applications
• Expertise in Active Directory management
• Skilled in handling and troubleshooting Apple Devices
• Understands Computer Hardware components and their functionalities
• Experienced in Configuration Management
• Capable of managing and executing software and hardware Deployments
• Familiar with Cisco Networking and its applications
• Able to effectively manage and respond to Support Tickets.