"Alerted.org

Help Desk Analyst

Hybrid

New Castle, DE

Overview

We are seeking a Help Desk Analyst to join our client's team in Delaware. This role focuses on providing application-related help desk support, ensuring efficient issue resolution, and delivering an excellent customer experience. Candidates will be trained on Microsoft custom-built applications and will play a key role in supporting end users through ticket resolution, documentation, and troubleshooting.

Responsibilities

+ Provide application-related help desk support (not hardware, software, or networking support).

+ Manage and resolve help desk tickets by analyzing issues and working toward resolution.

+ Troubleshoot, document, and escalate tickets as necessary in accordance with established processes.

+ Deliver excellent customer service by communicating clearly and professionally with end users.

+ Conduct minimal application testing as part of issue resolution.

+ Follow defined procedures, maintain accurate documentation, and support continuous improvement of help desk operations.

Required Skills

+ Previous experience in an application-focused help desk role.

+ Strong problem-solving and analytical skills.

+ Excellent customer service orientation with proven experience assisting end users.

+ Outstanding written and verbal communication skills.

Preferred Skills

+ Familiarity with Microsoft Office products (Word, Excel, etc.).

+ Experience with help desk tools, documentation, and escalation processes.

+ Local candidates will be given preference.

Work Arrangement

+ Initial onboarding and training will be onsite in Delaware.

+ Upon successful training and client approval, the role transitions to remote four days per week with mandatory onsite presence every Wednesday.

+ Candidates must remain flexible as the client may require full-time onsite reporting at any time.