Help Desk Specialist

Step into a future fueled by innovation, sustainability and purpose. At our Fortune 1000 diversified energy company, we're not just shaping a cleaner energy future, we're building a workplace where you can thrive. Join a team that values community, flexibility and growth, and enjoy competitive pay, comprehensive benefits and a culture that supports your personal and professional development. Let's energize the future together.

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 10/11 and Microsoft 0365
• 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 $47,000- $61,000.

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 That Support You

• Day one medical coverage, including prescription, vision and dental plans, so you're supported right away.
• Our 401(k) plan has a generous company match to help you invest in your future.
• Direct Stock Purchase Plan (with optional payroll deduction for employees).
• Wellness perks, including free on and off site fitness centers and other programs to keep you feeling your best.
• A confidential Employee Assistance Program to support your wellbeing.
• Professional development and tuition reimbursement to help grow your skills and advance your career.
• Vacation and company-paid holidays, so you can rest and recharge.
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

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.