About the role
Job Summary
We are seeking a candidate for a Helpdesk Analyst role who has excellent communication skills (oral and written). Proficient in using helpdesk software. Proficient with resolving end-user-facing incidents and requests. 3+ years experience as a Helpdesk Analyst. Resides locally to Woodbridge, New Jersey.
Required Skills
- Helpdesk, ServiceNow, Office365, Active Directory, Windows 10
Job Duties
- Resolve incidents and requests related to users' workstation system (both hardware and software)
- Provision and termination of account in different systems (e.g. Microsoft Active Directory, Exchange, Cognos)
- Provision and maintain mailboxes, distribution lists, etc.
- Diagnose, resolve, or escalate IT support issues for software and hardware
- Create and maintain documentation (knowledge base articles, processes, procedures, guided scripts)
- Proven experience in providing client-facing support with demanding customers while adhering to established procedures
- Experience using an incident/ticketing system is a plus (e.g. ServiceNow, Ivanti, Remedy)
Job Requirements
- 2 to 4 years of experience in technology support (preferably within the financial services, healthcare, education sectors)
- 4-year college degree or technical school certification
- Superior communication and facilitation skills
- Strong organizational skills and ability to manage multiple competing tasks
- Strong technical troubleshooting and problem-solving skills
- Ability to support Microsoft Office Suite: Active Directory, Microsoft Office 2016, Office 365, Win10
- Proficient with security related software: Symantec, Bit9, Kaseya, Aternity
- Handle end user interactions with poise while maintaining composure
- Administer Windows domain user accounts (Unlock accounts, reset passwords)
- Microsoft certification completed or in progress
- Working knowledge of: Fuze, BigFix, CarbonBlack, DUO
- 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
- ITIL training is a plus
Desired Skills & Experience
- Ability to support Microsoft Office Suite: Active Directory, Microsoft Office 2016, Office 365, Win10. Experience using an incident/ticketing system is a plus (e.g. ServiceNow, Ivanti, Remedy)
Responsibilities
- Resolve incidents and requests related to users' workstation system (both hardware and software)
- Provision and termination of account in different systems (e.g. Microsoft Active Directory, Exchange, Cognos)
- Provision and maintain mailboxes, distribution lists, etc.
- Diagnose, resolve, or escalate IT support issues for software and hardware
- Create and maintain documentation (knowledge base articles, processes, procedures, guided scripts)
- Proven experience in providing client-facing support with demanding customers while adhering to established procedures
- Experience using an incident/ticketing system is a plus (e.g. ServiceNow, Ivanti, Remedy)
Qualifications
- 3 to 8 years of experience in technology support (preferably within the financial services, healthcare, education sectors)
- 4-year college degree or technical school certification
- Superior communication and facilitation skills
- Strong organizational skills and ability to manage multiple competing tasks
- Strong technical troubleshooting and problem-solving skills
- Ability to support Microsoft Office Suite: Active Directory, Microsoft Office 2016, Office 365, Win10
- Proficient with security related software: Symantec, Bit9, Kaseya, Aternity
- Handle end user interactions with poise while maintaining composure
- Administer Windows domain user accounts (Unlock accounts, reset passwords)
- Microsoft certification completed or in progress
- Working knowledge of: Fuze, BigFix, CarbonBlack, DUO
- 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
- ITIL training is a plus
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.
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