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Help desk end user support analyst

3 weeks ago

Woodbridge, NJ, United States Randstad Full time

job summary:
Our enterprise client has a contract position for an experienced Help Desk Analyst to provide phone support in a hybrid environment to support corporate end users.

location: Woodbridge, New Jersey
job type: Contract
salary: $32 - 36 per hour
work hours: 9am to 5pm
education: Bachelors

responsibilities:
100% Phone support.

25 to 50 calls per day in very busy help desk environment.

Responsibilities:

- Respond to between 25 and 50 requests daily for technical assistance primarily via phone and e-mail

- Diagnose/resolve or escalate where appropriate technical hardware and software issues

- Log all incidents and questions

- Research questions using available resources (Internet, call tracking software, knowledgebase)

- Setup Audio/Video Conferences

- Follow Helpdesk procedures

- Administer Windows domain user accounts (Unlock accounts, reset passwords)

- Document solutions in the call tracking system knowledgebase

- Day shift Mon-Fri

Key Skills:

- Excellent oral and written communication skills

- Handle high-stress phone situations with poise while maintaining composure

- Call Tracking Software understanding and adherence

- Quick learner of detailed procedures

- Good technical problem analysis/solving

- Organized work habits

- Attention to detail

Key Technical Proficiencies:

- Windows 7/10 (MCP Preferred), Office 2007/13, iPhone,iPad, Android, Wearable Computing (Apple Watch, Android Watches)

- Network Troubleshooting (DHCP, Connectivity, DNS, etc.)

- Active Directory Understanding (Mapping Drives, Unlocking Accounts, Network Printers, NTFS permissioning)

- Terminal Services/Remote Desktop Services and ThinClient Support a plus

Required Skills -Technical Support

Systems Administration

Microsoft 365

Exchange Online,

OneDrive

SharePoint

Active Directory Administration

user accounts, group management, permissions

Strong troubleshooting abilities

Excellent communication skills (oral and written)

Ability to handle escalated technical issues with white-glove service for C-level executives

Job Duties - Incident Resolution & Technical Support -

Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.

Handle incidents and requests efficiently, meeting Service Level Agreements (SLAs).

Provide client-facing support for high-profile end users.

Administer user accounts, permissions, and security settings via Active Directory and Exchange Online.

Systems Administration & Cloud Support -

Administer Microsoft 365 environments, including Exchange Online, SharePoint, and OneDrive.

Manage Active Directory for user provisioning, terminations, password resets, and permissions.

Provide support for system and cloud administration tasks, including file migrations to OneDrive.

Use and create PowerShell scripts to modify AD objects

Leadership & Process Improvement -

Act as a technical lead for help desk operations, managing escalations and offering guidance to junior staff.

Assist in the onboarding and offboarding of users, ensuring smooth transitions.

Collaborate with security teams to manage tools such as Symantec, ThreatLocker, and Bit9.

Contribute to knowledge base articles, process documentation, and training materials for internal teams.

Security & Compliance -

Ensure compliance with security protocols, including managing access and permissions in cloud environments.

Job Requirements - Experience

5 to 7 years of experience in technical support, systems administration, or related IT roles.

Expertise in Microsoft 365 administration (Exchange Online, SharePoint, OneDrive).

Proficient with helpdesk/ticketing systems ServiceNow

Advanced troubleshooting for network (VPN, DNS, TCP/IP) and user account management.

Ability to administer Active Directory and support cloud-based IT operations.

Education -

Associates or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

Soft Skills -

Excellent communication and interpersonal skills.

Strong organizational abilities and multitasking in a high-volume environment.

Client-facing professionalism, especially with C-level executives.

Certifications:

ITIL Foundation certification for service management practices is a plus.

Experience with Azure Active Directory (AAD) or similar cloud identity management systems.

Experience with advanced administration of collaboration tools like Microsoft Teams, Slack, or Zoom, especially around user permissions and integrations.

qualifications:
Education and Experience:

- Minimum 5 years of technical phone support in a Windows/Microsoft Office environment (preferably financial background)

- 4 years college or technical school certification

- Microsoft certified or actively seeking Microsoft certification

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.