Help Desk Analyst

Job Description

We are looking for a dedicated Help Desk Analyst to join our Information Technology team in Princeton, New Jersey. In this role, you will be the first point of contact for resolving technical issues, ensuring smooth operations across office and retail locations. The ideal candidate brings a proactive approach to troubleshooting, excellent communication skills, and a passion for delivering top-notch technical support.

Responsibilities:

• Manage user accounts, permissions, and group policies using Active Directory and Microsoft 365.

• Document support activities and develop user-friendly guides to enhance the knowledge base.

• Deploy and configure hardware and software across office and retail environments.

• Escalate unresolved technical issues to specialized teams and ensure timely resolution.

• Collaborate with system and network administrators on infrastructure and security initiatives.

• Provide remote and occasional onsite troubleshooting support, with reimbursed travel as needed.

• Maintain effective communication with users to ensure satisfaction and clarity during issue resolution.

• Assist in the management of endpoint devices, including configuration and updates.

• Monitor and respond to help desk tickets promptly, ensuring minimal disruption to operations.• Minimum of 2 years' experience in a Help Desk or IT Support role.

• Proficiency in Windows OS, Office 365, and standard office applications.

• Hands-on experience with Active Directory, basic networking, and remote support tools.

• Exceptional troubleshooting skills paired with a customer-focused mindset.

• Strong written and verbal communication abilities.

• Ability to work autonomously and effectively prioritize tasks in a dynamic environment.

• Valid driver’s license and reliable transportation for occasional site visits.

• Certifications such as CompTIA A+ or Network+ are preferred but not mandatory.

Full-time