Help Desk Analyst/Trainer

Ewing, New Jersey
Jul 26, 2017
Institution Type
Four-Year Institution

The Office of Information Technology at The College of New Jersey is seeking qualified applicants for the position of Help Desk Analyst/Trainer. The IT Help Desk Analyst/Trainer position is a full-time position in the User Supports Services department, reporting directly to the Associate Director for USS. As part of the USS team, the IT Help Desk Analyst/Trainer serves as the primary contact for technical support requests from the TCNJ community.  This position will address service requests from first contact through resolution ensuring a positive customer experience throughout.  Assignments include all aspects of user support and oversight of the service management system. This position functions independently with a focus on technical problem solving and providing quality customer service.

Responsibilities include hardware/software support, technical consultations, training/documentation, student/staff management and advanced troubleshooting/analysis/problem-solving. Delivery of professional support services and customer satisfaction are critical expectations


  • Bachelor’s degree in a related area or equivalent experience/training

  • At least one (1) year of professional experience in a desktop support environment

  • Exceptional organizational and communication skills

  • Proficiency in supporting PC/Mac computing environments and applications

  • Advanced analytical and technical problem solving skills

  • Ability to multitask in a demanding environment

  • Demonstrated customer-service orientation

Preferred qualifications

  • ITIL Certification(s)

  • Experience within an academic environment

  • Ability to relate technical processes to users at all levels of experience

  • Demonstrated ability to develop and present technical documentation and training material

  • Experience using and supporting a service management system to process and prioritize work assignments

  • Demonstrated ability to work collaboratively as part of a team as well as independently

The College offers a generous benefits package that includes health, dental, vision and prescription plans as well as pension, paid leave time and tuition savings programs. This position is a New Jersey Civil Service position with the state title Professional Services Specialist 4. The starting salary for this position is $45,053.25, range 18, step 1. It is included for membership in the Communication Workers of America (CWA) bargaining unit. Permanent appointment to this position is contingent upon the successful completion of a 4-month probationary period to assess the ability to perform the essential functions of the position. Salary for an internal candidate will be determined in accordance with Civil Service rules.

Contact Information

Under a new residency bill signed into law by Governor Chris Christie, any individual hired on, or after September 1, 2011, will be required to establish a principal residence in New Jersey unless their position is exempt. New employees will have a full 365 days to establish such residence, from the effective date of hire. Any new employee who believes that they have a critical need to live outside of New Jersey, or that a move to a permanent residence within the state would constitute a hardship, may request an exemption from the provisions of the law by appealing to a five-member committee to be established by the State for the purpose of hearing such appeals.

TCNJ is a highly selective, public institution that has earned national recognition for its commitment to excellence. TCNJ emphasizes the residential experience for its 5,900 undergraduate students, who benefit from a 12-to-1 student-to-faculty ratio and an average class size of only 20 students. TCNJ is one of only five public institutions included on Barron's Profiles of American Colleges list of the 75 "most competitive" colleges and universities in the United States, and of those five, TCNJ is the only primarily undergraduate institution included. TCNJ's campus encompasses 289 beautiful tree-lined acres in suburban Ewing, NJ, which is located between Trenton and Princeton in the historic Delaware Valley, and is convenient to Philadelphia, New York, the Jersey shore, and the Pocono Mountains.

To enrich education through diversity, The College of New Jersey is an Equal Opportunity Employer. The College has a strong commitment to achieving diversity among faculty and staff, and strongly encourages women and members of underrepresented groups to apply.

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