Help Desk Associate

Job Title:

Help Desk Associate

Duration: 12 months

Location:

Newark, NJ

Department: IT Services

The Help Desk Associate serves as the first point of contact for technical support within the organization, providing prompt, courteous, and effective assistance to users. This role is responsible for resolving or escalating IT incidents, managing hardware and software deployments, and ensuring a seamless technology experience for all employees.

• Respond to user requests and incidents such as the initial support contact, ensuring timely and accurate resolution.
• Document all issues, inquiries, service requests, and resolutions in the PQS incident management system.
• Troubleshoot and resolve or elevate technical issues to appropriate teams, partners, or vendors; track status and follow up to ensure user satisfaction.
• Install, upgrade, and remove desktop applications and user workstations.
• Participate in team daily standups and other agile ceremonies.
• Maintain and repair workstations and printers, including toner replacements.
• Manage inventory of hardware and peripherals, ensuring all equipment is operational and efficiently maintained.
• Set up new user work spaces, including computers, monitors, phones, and mobile devices.
• Deploy, troubleshoot, and provide training for iPhones and other mobile devices.
• Assist users with remote access solutions.
• Adhere to security, permissions, and asset management procedures.
• Support office moves, including physical relocation of hardware and maintaining network/communications links.
• Set up and break down conference rooms and audiovisual equipment; coordinate and test audio/video conferences and presentations.
• Create and manage authorized user accounts in Active Directory and other business applications.
• Maintain thorough documentation and procedures for the IT service desk.
• Escalate complex issues to senior staff and report procedural problems, suggesting improvements.
• Participate in on-call rotation (one week per month) and work outside regular business hours as needed.
• Perform related duties and participate in IT projects and migrations as assigned.

• Knowledge in Microsoft Office Suite products (Outlook, Excel, Word)
• Proficient with Microsoft Teams
• Basic knowledge in virtual desktop and the VMWare infrastructure
• Proven ability to work effectively as part of a collaborative, close-knit team.
• Strong technical aptitude with a demonstrated ability to quickly learn new systems and technologies.
• Excellent interpersonal skills; able to build effective working relationships internally and externally.
• Positive, customer-focused attitude when assisting users.
• Outstanding verbal and written communication skills; consistently prompt and courteous.
• Flexibility to work weekends and outside standard business hours as required by business needs.

• This position may require physical activity, including moving hardware and setting up equipment.
• Participation in an on-call rotation is expected.
• The role may involve occasional travel to other company locations.