Add your latest resume to match with open positions.

2 results for Help Desk Analyst Ii in Morristown, NJ

IT Client Services & Help Desk Lead

Montvale, NJ
onsite
Permanent / Full Time
90000 - 100000 USD / Yearly
We are seeking a hands-on IT Client Services & Help Desk Lead to lead IT support and deliver an exceptional end-user experience.This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP). Key Responsibilities Hands-On Technical Support<ul><li>Serve as a senior help desk resource and resolve end-user issues.</li><li>Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.</li><li>Manage tickets through resolution and provide user updates.</li><li>Provide remote, desk-side, and executive support.</li><li>Build, configure, and deploy end-user systems.</li><li>Participate in on-call escalations as needed.</li><li>Document resolutions and maintain knowledge base articles.</li></ul>Help Desk & MSP Management<ul><li>Oversee daily help desk operations and ticket queues.</li><li>Monitor SLAs and ensure timely resolution.</li><li>Determine which issues should be handled internally vs. by the MSP.</li><li>Serve as the escalation point for complex issues.</li><li>Hold the MSP accountable for service quality and resolution times.</li><li>Lead recurring MSP operational reviews.</li><li>Increase the number of tickets efficiently handled by the MSP.</li></ul>Customer Service & Service Improvement<ul><li>Build strong relationships with employees across the organization.</li><li>Deliver excellent customer service and communicate effectively during outages.</li><li>Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.</li><li>Develop support standards and procedures.</li><li>Reduce ticket volume, backlog, and aging while improving first-contact resolution.</li></ul>Documentation & Knowledge Management<ul><li>Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.</li><li>Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.</li><li>Ensure processes are consistently followed by internal IT staff and the MSP.</li><li>Partner with infrastructure, security, and application teams on operational documentation.</li><li>Audit MSP documentation and ensure critical IT knowledge remains within the organization.</li><li>Support business continuity and disaster recovery through operational runbooks.IT Client Services & Help Desk Lead</li></ul>
2026-09-15T00:00:00Z

Sr. Information Analyst

Hackensack, NJ
onsite
Permanent / Full Time
140000 - 170000 USD / Yearly
We are looking for an experienced Sr. Information Analyst to support IT risk, governance, and compliance initiatives in Hackensack, New Jersey. This role focuses on strengthening security and privacy practices by evaluating control environments, identifying compliance gaps, and helping align internal standards with recognized regulatory and industry frameworks. The ideal candidate will work closely with cross-functional teams, communicate findings to leadership, and contribute to awareness programs that improve organizational readiness and accountability. Responsibilities:• Support the development and rollout of security and compliance policies, standards, and operating procedures that align with established global governance frameworks.• Perform risk reviews, vulnerability evaluations, and gap analyses to uncover control weaknesses and recommend practical remediation steps.• Help implement and validate controls designed to meet applicable U.S. federal regulatory expectations and broader compliance obligations.• Participate in audit and assessment activities, including controls testing, internal reviews, and privacy-focused evaluations, then document findings and improvement opportunities.• Partner with business and technical teams to coordinate compliance efforts, track action items, and promote consistent risk management practices.• Create clear reports, scorecards, and dashboards that summarize compliance status, key risks, and progress for senior leadership.• Contribute to security awareness efforts by helping develop training content, simulated exercises, and digital learning materials for employees.• Analyze participation data, feedback, and performance metrics to measure training effectiveness and support ongoing program enhancements.
2026-09-10T00:00:00Z