Job Title: IT Help Desk Analyst
Location: Newark, NJ (Onsite)
Duration: Long-Term
Swing/Floater Shift
Purpose of the Job:
Responsible for exceptional front-line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).
Responsible for client validation, initial service ticket creation and prioritization, basic troubleshooting, and resolving open incidents in the help desk as the first level of client service delivery; also performed on-site for Key Accounts as designated.
Document and triage the request by solving or escalating the request to Tier 2 technical support staff.
Ensure help desk services are delivered to clients in a high-quality and professional manner consistent with company initiatives, and client expectations, as well as internal and external SLAs.
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