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NJ Transit Technology Support Analyst in Newark, New Jersey

Technology Support Analyst

Information Technology

Job Description:

Move forward with us! At NJ TRANSIT, you'll be joining us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets our customers to their destinations on time—and we’re looking to hire talented folks with a love of learning to make it all possible.

Summary:

Provides technical assistance via phone calls, emails, and Chat A.I. Responsible for troubleshooting, documenting, and resolving technical and business process related incidents and request catalog fulfillment.

Roles and Responsibilities:

  • Provide first and second level technical and best-in-class customer service phone support.

  • Fix technical issues and assist end users when problems arise.

  • Investigate and resolve hardware and software glitches at first contact.

  • Log all service desk communications and document issue resolution using an ITSM system

  • Prioritize and manage incoming Service Request

  • Collaborate with IT teams to tackle complex technical problems.

  • Provide user guidance and training for better tech utilization.

  • Update documentation for troubleshooting based on new findings.

  • Enforce IT security policies and protocols.

  • Identify areas for IT improvement and make recommendations.

  • Stay updated on the latest tech trends for continuous improvement.

  • Identify and prioritize situations that require urgent attention.

  • Tracking and routing incidents or requests, and document cases for resolutions

Education, Experience and Qualifications:

  • Bachelors degree in Computer Science or

  • Three (3) to five (5) years experience in IT end user support role

Knowledge and Skills:

  • In-depth and current knowledge of technical programs and hardware (Example: Windows 11, Microsoft 365, knowledge of Cloud concepts, and mobile device support. PC a MUST / MAC a plus.

  • Exceptional analytical and problem-solving skills.

  • Advanced collaboration, communication, and interpersonal skills.

  • Excellent organizational and time management skills.

  • Ability to be flexible and adapt to change quickly.

  • Knowledge or understanding of ITIL Foundations.

Working Environment:

  • Office environment

At NJ Transit you will enjoy a competitive salary and excellent benefit package:

  • Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision

  • Flexible Spending Account

  • Life Insurance

  • Paid Leave

  • Tuition Assistance

  • Pre-Tax Commuter Benefits Plan

  • Retirement Plans

  • 401(a) - Retirement plan with a 6% employer contribution

  • 401(k) - Retirement saving plan with up to an 3% company match

  • 457(b) - Deferred Savings Plan

At NJ TRANSIT, diversity and inclusivity are vital to our success as are committed to hiring individuals from diverse backgrounds, experiences, abilities, and veteran status. As an Equal Opportunity Employer, we encourage all qualified applicants to apply and join our team.

Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST

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