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Help Desk Analyst

Mount Laurel, NJ | Longterm Contract

Post Date: 06/19/2017 Areas of Expertise: Technical Pay Rate: $18-20/hr

CSS Tec is currently recruiting Help Desk Analyst for a Long-Term Contract position in Mt. Laurel, NJ.

IT Service Desk Analyst is responsible for initiating and ensuring successful completion of IT Service Desk Incidents and related requests. This role is part of a team of IT Advocates that interface with clients and vendors, both internal and external, triage, correct or route requests to be fulfilled by IT (L1, L2 & L3 support) in a timely manner with quality results.  This role is responsible for adherence to policies and procedures as well as performance expectations and is counted on to recommend and contribute to process improvements. 

Responsibilities of the Help Desk Analyst:

  • Answer business user and external client requests that require technology related intervention.
  • Implement effective problem solving issues and manage appropriate escalation.
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Create help manuals for existing and new programs and End-user Training.
  • Identify and recommend solutions and customizations to meet client requirements
  • Ability to manage project tasks independently with minimum supervision.
  • Front line for business IT Service Desk calls.
  • Voice of customer during outages.
  • Level 1 incident managers for IT Service Desk Tickets.  Review outstanding tickets to proactively communicate outliers.

 IT Service Requests – Responsible for the timely intake/capture, routing and closure of IT service requests such as Hardware and Software issues, Account Locks, VPN and Citrix connections and other miscellaneous requests.  Ensure all requests are captured, tracked, routed and fulfilled in a timely manner.  Ensure customers and stakeholders are advised on request status and provide client acceptance for request closure.  

Requirements of the Help Desk Analyst:

  • BS in Information Systems, Business discipline or related major. 
  • 1 to 5+ years in customer service or IT helpdesk support. 
  • Proficient with Microsoft Excel, Word, PowerPoint and SharePoint. 
  •  Strong  communication skills: verbal, written, facilitation.
  • Strong ability to work under pressure and tight deadlines
  • Ability to manage project tasks independently with minimum supervision.

 Abilities required:

  • Strong  communication skills: verbal, written, facilitation
  • Technical understanding with ability to communicate technical impact, technical solutions, root cause and corrective actions into layman’s terms.
  • Strong ability to work in an ambiguous, changing environment
  • Strong ability to work under pressure and tight deadlines
  • Technical understanding with ability to translate into business concepts
  • Solid understanding of the organization’s business and how IT contributes to it.

If you or someone you know is interested, please email resumes to Caitlin

Caitlin Christ
Technical Recruiter

Caitlin has been with CSS Technical Services for over two years specializing in IT Staffing. She approaches every interaction as an opportunity to exceed our candidate’s expectations.
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