Help Desk Analyst - Level 2 - Mercer County, NJ​/Hybrid

Help Desk Analyst – Level 2 (Mercer County, NJ / Hybrid)

There will be an extension.

Training will be conducted on premises. All training on AOC procedures and system will be provided.

Hours:

Monday‑Friday 8:30 am to 4:30 pm. After training: 3 days onsite, 2 days remote (Tue/Thu 9:00–5:00, 1 hour unpaid lunch).

We’re looking for a help desk resource with experience resolving elevated software technical and procedural problems for internal and external users. Excellent communication skills and computer knowledge are required. Not looking for A++ certification, server support, network engineers, or hardcore hardware help or service desk professionals.

The candidate will assist customers with court application issues, determine root cause, and resolve problems. Duties include reviewing and responding to helpdesk tickets, adhering to security policies, using administrative tools, and supporting mainframe applications (training provided). The candidate should have knowledge of Microsoft Teams, Office 365, Windows 11, Active Directory, Excel, Word.

• Associate’s Degree in a related field from an accredited college or university.
• Alternatively, equivalent experience may substitute education on a 1‑year = 30 semester hour basis.
• Excellent communication and problem‑solving skills.
• Experience with help desk IT policies and procedures.

• Maintain knowledge of help desk and IT operations procedures.
• Log all incoming problems and requests and actions taken.
• Provide first‑response support to all customers and users.
• Assist with site support and project‑specific assignments; troubleshoot and resolve problems.
• Support AOC business applications.
• Provide follow‑up status to end‑users per support policies.
• Ensure closed problems are adequately documented.
• Assist with other tasks assigned by management.
• Notify management of all major incidents and problems immediately and confidentially.
• Conduct quantitative and qualitative research related to processes, programs, and projects.
• Update solutions knowledge base and documentation.
• Work with management on new projects as assigned.
• Provide support to other units and divisions when called upon.