**Job ID Number** R3791 **Employment Type** Full time **Worksite Flexibility** Onsite **Job Summary** As a Help Desk Analyst, you will provide first-line support to users for the rollout of a new application. **Job Description** CAI is seeking a skilled and enthusiastic Help Desk Analyst to provide first-line support to users for the rollout of a new application. This role is essential for addressing user questions and resolving issues promptly and effectively, ensuring a smooth transition to the new system. This position will be **full-time** and **onsite in Trenton, NJ** . **What You’ll Do** + Provide first-line support to users, addressing their questions and resolving issues related to the new Salesforce-based application. + Log and track support requests, ensuring all issues are documented and resolved in a timely manner. + Escalate complex issues to higher-level support or specialized teams as necessary. + Maintain accurate records of support requests and resolutions. + Communicate effectively with users to understand their issues and provide clear and concise solutions. + Assist in training users on the new application and provide guidance on best practices. + Monitor the performance of the application and report any recurring issues or trends. + Work closely with the Help Desk Lead and other team members to ensure high levels of user satisfaction and support quality. **What You’ll Need** Required: + 2+ years of relevant experience in help desk or IT support roles. + Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. + Strong problem-solving and analytical skills. + Excellent communication and interpersonal skills. + Proficiency in using help desk software and ticketing systems. + Ability to work independently and as part of a team. + Strong organizational and detail-oriented capabilities. Preferred: + Familiarity with Salesforce-based applications is a plus. **Physical Demands** + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards. + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor. \#LI-AE1 **Reasonable Accommodation Statement** If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. **Equal Employment Opportunity Policy Statement** It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.