Service Desk Analyst

Service Desk Analyst

Req number:

R7621

Employment type:

Full time

Worksite flexibility:

Hybrid

Who we are

CAI 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 Summary

As the Service Desk Analyst, you will communicate clearly, support users in fast-paced environment, follow IT and security standards, and work confidently with Microsoft enterprise technologies.

Job Description

CAI is hiring! We are looking for a Service Desk Analyst for a 6-month+ contract opportunity that is hybrid (3 days/week onsite) in Trenton, NJ. The selected candidate must be a strong communicator who can clearly explain technical concepts to end users while working efficiently in a fast-paced, deadline-driven Help Desk environment and adhering to IT policies, procedures, and security standards. The candidate must be experienced with Microsoft 365, Teams, Windows, Server, Active Directory, core Office tools, and administrative systems, and will handle helpdesk tickets, workflow management, and technical support, including mainframe applications with provided training.

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 AOC 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:

• 3+ years of professional Experience working in IT Tech

• 2+ years of experience working at a call center creating and troubleshooting tickets

• 1+ year of experience developing technical documentation for customers

• 2+ years of experience as a technical HW and SW Level 2 resource for internal staff

• 2+ years of experience performing desktop support either remote or in-person

• 2+ years of experience providing HW support for desktops / laptops to customers

• Associate's Degree in any field from an accredited college or university

Preferred:

• Experience with State Government

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 involving 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

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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.accommodations@cai.io or (888) 824 – 8111.

$26 - $32 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.