Help Desk Specialist

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Resources is seeking a Help Desk Specialist to provide comprehensive first‑level technical support to end users by responding to phone inquiries, accurately identifying and documenting issues, and resolving common technical problems. Effectively manages and tracks support requests within the Help Desk system, ensuring timely follow‑up, proper escalation to second‑level support when necessary, and thorough closure of tickets. Delivers clear and consistent communication to users, offers guidance on frequently asked questions, and contributes to maintaining a positive support experience. Assists in preparing and maintaining administrative and operational reports derived from the Help Desk database to support management decision‑making.

Major Responsibilities:

- Provide first‑level technical support by responding to user calls, identifying and logging issues, categorizing requests, and documenting all actions in the Help Desk system.

- Resolve routine inquiries and frequently asked questions; close tickets when resolved and escalate more complex issues to second‑level support.

- Monitor open calls to ensure timely follow‑up and successful completion.

- Maintain, analyze, troubleshoot, and repair computers, laptops, data displays, TVs, and other hardware devices.

- Support and maintain mobile devices, including iPhones, iPads, Microsoft Surface devices, Android phones, Blackberries, and radios; demonstrate strong knowledge of handheld and mobile technologies.

- Assist mobile workforce with laptops, RSA key fobs, and related equipment.

- Collaborate with third‑party vendors for system repairs and technical support when necessary.

- Create user training materials and conduct training sessions as needed.

- Stay current with emerging technologies, industry trends, and social media tools, integrating improvements where appropriate.

- Prepare administrative and operational reports from the Help Desk database to support management.

- Participate in evaluating new products and services to enhance Help Desk operations, including coordinating installation, user training, and implementation activities.

- Deliver high‑quality customer service by meeting established first‑level support service standards.

- Proactively identify potential issues, take corrective action, and keep supervisors informed of progress and outcomes.

- Demonstrate initiative and strong prioritization skills when managing multiple support requests.

Position Requirements:

- High School diploma or GED required; Associate’s degree in Computer Science preferred.

- Industry certifications preferred, such as Microsoft Office, CompTIA A+, or other relevant IT credentials.

- 1–2 years of Help Desk or technical support experience required.

- Strong customer service orientation with excellent written and verbal communication skills.

- Working knowledge of end‑user computing technologies, applications, and troubleshooting methods.

- Ability to multitask, analyze issues, and resolve problems efficiently with strong attention to detail.

- Proficient in Windows 7 and Microsoft Office 2010/2013.

- Familiarity with configuring and troubleshooting PC hardware components.

- Ability to maintain confidentiality and demonstrate professionalism at all times.

- Available for occasional non‑traditional or off‑hours support as needed.

- Valid driver’s license required for periodic business-related travel.

- The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

Job Location Type is Onsite.

Other Details:

Compensation: Expected base pay range for this role will be $52,400- $67,100.

Base pay is based on several factors including, experience, skills, and knowledge.

This role will be eligible to participate in an annual short term incentive program.

Benefits: Medical insurance coverage from day 1; 401k vesting immediate.

- Employee insurance and medical plans, including prescription, vision and dental benefits.

- 401(k) program with generous company match.

- Company stock purchase plan.

- Wellness programs, including free on and off-site fitness centers.

- Employee Assistance Program (EAP).

- Tuition reimbursement program.

- Paid time off including paid holidays.

New Jersey Resources is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.