Help Desk Analyst - Application Support

Title : Help Desk Analyst - Application Support

Duration : 1 year

Location : Trenton, NJ (100% onsite)

Internal reference number : 25-05767

Provide Application Support to agency users.

Note : Candidate will initially need to work onsite 5 days / week. Eventually, this will move to a hybrid; 3 days onsite, 2 days remote

Excellent Communication Skills Required. Note 35-hour work week.

We are seeking a motivated and detail-oriented contractor to provide application support to our users. Training will be given to provide CRM Dynamics 365 User Assistance. The ideal candidate will have help desk experience and a strong background in CRM Dynamics 365, assisting users with their daily operations while providing exceptional customer service.

Key Responsibilities :

Provide first-line support to users of CRM Dynamics 365, addressing inquiries and troubleshooting issues related to daily operations.

Assist customers with portal renewal registrations, ensuring a smooth and efficient process.

Maintain a friendly and professional demeanor while communicating with users,

fostering positive relationships.

Collaborate with team members to share knowledge and strategies for resolving user issues.

Document user interactions and resolutions, contributing to a comprehensive knowledge base.

Manage multiple tasks efficiently in a fast-paced environment, prioritizing requests based on urgency.

Conduct basic training sessions for users on CRM functionalities and best practices.

Demonstrate independence in problem-solving while being a supportive team player.

Resolving help desk tickets for various computer and user-related issues.

Qualifications :

Proven help desk experience, preferably in a CRM environment.

Familiarity with CRM Dynamics 365 and its functionalities.

Strong troubleshooting skills and the ability to analyze and resolve user issues effectively.

Excellent communication skills, both verbal and written.

Detail-oriented with a focus on accuracy and quality in all tasks.

Ability to multitask and prioritize effectively in a dynamic environment.

A friendly, responsible attitude and a commitment to providing outstanding user support.

Background in Windows 11, including system navigation and troubleshooting.

Experience in network troubleshooting and resolving connectivity issues.