IT Help Desk Analyst

Job Details

Description

Reagent Chemical & Research, LLC., headquartered in Ringoes, NJ, has been a leading US marketer of Hydrochloric Acid for over 65 years with terminals across the US, as well as truck and rail fleets. Employment with Reagent Chemical offers a competitive salary package, 401K with matching & profit sharing, PTO, 10 paid holidays, and a comprehensive health benefits package. A successful candidate will be responsible for maintaining smooth computer operations by promptly receiving, prioritizing, documenting, and resolving technical issues reported by end users; utilizing diagnostic tools; and providing in-person support at the desktop level to ensure employees can efficiently complete their business tasks. The salary range is $60,000 to $80,000, based on experience.

Key Responsibilities

Incident Management:

• Answer incoming help desk calls, emails, and tickets from end users, accurately logging details about the issue and user information.
• Effectively prioritize and triage incoming requests based on urgency and impact on business operations.
• Troubleshoot common hardware and software issues related to desktops, laptops, peripherals, and applications.
• Perform initial diagnosis and attempt to resolve issues at the first point of contact.
• Perform other related duties as assigned.
  
  

Problem Resolution

• Utilize diagnostic tools and troubleshooting techniques to identify the root cause of technical problems.
• Provide clear instructions and guidance to users to resolve issues, remotely when possible.
• Perform hands-on desktop support, including hardware replacements, software installations, and configuration changes.
• Escalate complex issues to higher-level technical support when necessary.
  
  

Documentation And Tracking

• Maintain detailed records of all support tickets within the help desk ticketing system, including steps taken, resolutions, and relevant user information.
• Update ticket status and keep users informed about progress on their issues.
• Analyze trends and patterns in support requests to identify potential systemic problems and proactively address them.
  
  

User Support

• Provide basic training and guidance to users on new software applications and system updates.
• Communicate clearly and patiently with users, explaining technical concepts in layman's terms.
• Build positive relationships with end users to foster trust and cooperation.
  
  

Technical Skills

Required Skills and Qualifications:

• Proficient knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications.
• Basic understanding of networking concepts, including TCP/IP, Active Directory, Microsoft 365.
• Familiarity with hardware troubleshooting techniques for desktops, printers, and peripherals.
• Experience with help desk ticketing systems.
  
  

Soft Skills

• Excellent customer service skills and ability to interact professionally with users at all levels.
• Strong communication skills, both verbal and written, to clearly explain technical issues and solutions.
• Problem-solving abilities with a logical approach to troubleshooting.
• Ability to prioritize tasks and manage time effectively.
  
  

Education And Experience

• Bachelor’s degree in computer science or related field of study and/or equivalent years of experience.
  
  

Physical Requirements

• Must be able to lift 15 to 25 pounds at times.
• Prolonged periods sitting at a desk and working on a computer.