It Support Specialist

Job title: IT Support Specialist

Location: Union, NJ

Duration: 6+ Months

Description:

Responsibilities

• • Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.
  • Troubleshoot and resolve escalated incidents and service requests requiring advanced or onsite desktop support.
  • Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.
  • Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in accordance with asset management procedures.
  • Document troubleshooting steps, resolutions, and recurring technical issues in ticketing and knowledge management systems.
  • Collaborate with Level 1 support, infrastructure teams, application teams, and external vendors to resolve technical issues and restore services.
  • Travel to various company divisions and work locations to provide onsite technical support, address escalations, execute technology deployments, and support business operations.
  • Maintain flexibility to accommodate scheduled site visits, urgent onsite support requirements, and cross-divisional technology initiatives.
  • Follow established IT service delivery procedures, operational standards, and customer service guidelines.
  • Provide timely updates to management and end users regarding incident status, resolution progress, and outstanding issues.

Requirements

Role Expectations and Technical Competencies

• • Demonstrate a strong understanding of technical concepts, principles, practices, and procedures relevant to IT service delivery and end-user support.
  • Manage multiple projects of moderate complexity or contribute to specific components of larger projects.
  • Work independently on routine assignments, with general guidance for new or unfamiliar tasks.
  • Serve as a technical resource for less experienced team members and share knowledge to support team effectiveness.
  • Present technical findings, project updates, and results during team meetings as required.
  • Apply technical expertise, practical skills, and relevant training or certifications to resolve issues and support operational objectives.

Reporting and Interaction

• • Work under the guidance of a supervisor or project lead on assigned tasks and project components.
  • Collaborate primarily with colleagues within the job family, while coordinating with other technical teams as needed.
  • Seek technical guidance from supervisors, senior engineers, or other experienced technical personnel for complex issues.
  • Typically report to a manager and contribute to team and organizational objectives through individual technical expertise and execution.

Qualifications and Experience

• • Bachelor's degree with at least 5 years of relevant experience; or
  • Master's degree with at least 3 years of relevant experience.
  • Equivalent relevant work experience may be considered in lieu of a degree.
  • Relevant technical training and certifications are preferred, where applicable.

Skills

• DESKTOP SUPPORT
• CALL CENTER SUPPORT