IT Help Desk Technician

Department: Infrastructure & Technology

Position Title: IT Helpdesk Support Technician

Reports to: Director, Infrastructure

Essential Job Function: This position is responsible for help desk support, supporting network equipment and network infrastructure, server and network administration/maintenance, troubleshooting of network equipment and infrastructure, support for staff with day-to-day computer and software issues as well as provisioning and deploying new network and computer equipment.

Candidate must have an understanding and working knowledge of network wiring, TCP/IP communication, Internet connectivity & routing, Windows Server and typical server applications, Windows workstation operating systems and typical Windows applications. VoIP equipment and software and IP camera equipment and software knowledge is a plus.

Primary Responsibilities:

· Respond to internal customer’s IT needs via helpdesk ticket or via phone request, quickly assess the technical support needed, and find a solution

· Perform basic computer repair services such as motherboard replacements, hard drive replacements, operating system reinstalls, virus removals, and ordinary computer troubleshooting and repair services

· Perform on-site and/or remote analysis, diagnosis and resolution of complex hardware/software problems for a variety of end users and recommend and implement corrective solutions

· Responding to client requests via phone or email for support of their network/server/workstation equipment

· Perform scheduled maintenance on client equipment

· Perform new installations of computer and network equipment

· Accurately document customer network and computer details in our CRM system

· Clearly and accurately communicate with customers

Qualifications:

· Ability to diagnose and fix computers

· Basic knowledge of all current releases of Windows Operating System, Google Workspace (GSuite), Microsoft Office 365 Applications

· Ability to perform Virus/Malware/Spyware detection and removal and be familiar with common removal software

· High School diploma or GED required; Associate’s Degree / IT Degree preferred

· Minimum 2-years experience required

· Experience providing help desk support to users via telephone/email/remotely

· Experience with mainstream router/switch and access points from vendors such as Cisco, SoinicWall, Ubiquiti, Netgear, Dlink,

· Working knowledge and a strong grasp of networking principles such as TCP/IP, DNS, Windows Networking, Network Printing, Internet Routing

· Experience with IP phones systems and or IP camera systems a plus

Core Competencies / Job Requirements:

· Be personable and possess strong customer service skills

· Proven multi-tasking ability, able to prioritize effectively

· Ability to manage time and work responsibly without supervision

· Must be available to work in the office M-F, 8:30 AM to 5:30 PM and be available for rotating on-call shifts on holidays and weekends

- this is an on-site/in-person position

- Will be overnight travel requirements

Compensation:

• Base: $45,000 - $50,000, based on experience
• Annual Bonus: 5% target
• Employee benefits (health, 401k, life, etc.)
• Paid Time Off
• Free / Paid Parking

Location: Wall Township, NJ preferred; can also sit in Summit, NJ, Phoenix, AZ, or Bloomington, MN