Position title
Level 1 Help Desk
Description

 

This company is looking for a motivated, self-starting individual to join their team. The candidate must have experience working in the IT field, possess the ability to learn new technologies, and the ability to work in a team environment. Primary duties are to work directly with customers to resolve all Level 2 IT service tickets. Must have a customer-friendly attitude, good written/oral communication skills, and the ability to multi-task in this fast-paced, customer-driven environment. Must be hard-working, customer-oriented, and possess a clean driving record.

Responsibilities

As a Level 2 IT Service Technician, you are primarily responsible for receiving incoming service tickets, resolving technical issues, and communicating with the customer throughout the process.

Technical Support

  • Review and resolve incoming service tickets via telephone, email, etc.
  • Provide level 2 support for all client tickets.
  • Troubleshoot and administer Office 365.
  • Manage accounts in Active Directory for various clients.
  • Implement and manage domain security policies.
  • Work with group policies to ensure security and compliance.
  • Provide desktop support, including troubleshooting and setting up workstations.
  • Configure and set up VoIP phones.
  • Troubleshoot and configure Copiers/MFPs (Scan to folder & Email).

Security Management

  • Implement and manage domain security policies to enhance overall security.
  • Work with group policies to enforce security measures and compliance.
  • Set up and configure 2FA for enhanced authentication.

Service Coordination and Communication

  • Coordinate and schedule IT support tickets to ensure maximum utilization of billable resources.
  • Communicate with customers as necessary, keeping them informed on service ticket progress.
  • Exhibit the ability to work on multiple priorities and/or projects simultaneously.

Customer Interaction and Support

  • Provide excellent listening and communication skills, both verbal and written.
  • Work alongside senior engineers for exposure to project-based work.
  • Perform on-site work for clients, including traveling to various customer locations for tasks.
  • Ensure timely updates, patches, and upgrades to software where automation is not possible.

Documentation and Organization

  • Stay organized, detail-oriented, and self-motivated.
  • Maintain detailed documentation for each service call/ticket.

Qualifications:

  • 2-3 years of experience in a helpdesk role within an MSP environment.
  • Proficient in Active Directory user management and Office 365 administration.
  • Strong troubleshooting skills for hardware, software, and basic networking issues.
  • Experience in setting up and configuring computers, laptops, VoIP phones, and Copiers/MFPs.
  • Familiarity with security best practices, domain security policies, and group policies.
  • Experience setting up and configuring 2FA for enhanced authentication.
  • Knowledge of software and hardware lifecycle management.
  • Excellent communication and customer service skills.
  • Ability to work collaboratively with team members and clients.

 

Qualifications

Qualified candidates will have:

  • A clean NJ Driver’s license
  • At least 1 year of MSP helpdesk experience (or equivalent)
  • Knowledge of Microsoft Operating Systems / Office Applications / Ethernet Networking
  • Ability to troubleshoot IT issues quickly and efficiently
  • Be able to stay current with ever-changing technology and IT solutions
  • Ability to meet daily goals
  • Excellent communication and customer service skills
  • Enthusiastic positive attitude
  • Self-motivation with strong initiative to succeed
  • IT Certification is a plus (CompTIA, Microsoft, etc)
Job Benefits

We provide benefits that include:

  • Excellent salary
  • Open opportunity for advancement
  • Company-supplied uniform
  • Ongoing training opportunities
  • Outstanding benefits package (incl. medical and dental coverage)
  • 401(k) plan with matching company contribution
  • Profit Sharing Plans
  • Paid vacation time

Thank you for submitting your application. We will contact you shortly!

Employment Type
Full-time
Industry
IT
Job Location
Kenilworth
Base Salary
$50-$65 Per year
Working Hours
M-F 8:30 am to 5 pm
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