IT Help Desk

Job Title : IT Help Desk

Location : Sparta, NJ

Job Summary :

The IT Help Desk Technician is the first point of contact for customers requiring assistance. This role is responsible for the processing and resolution of Information Technology (IT) support tickets in the ITS ticket system and creating tickets for all IT issues received by any communication channel other than directly to the ticket system.

Job Description :

• Creates and manages documentation to help support the resolution of tickets and works to prevent IT issues in the future.
• Uses documentation, knowledge and skills to triage and resolve ticketed IT issues.
• Reassigns issues outside of their ability to solve to Senior IT Help Desk Technician, including documentation of all the steps and procedures they followed up until that point.
• Participates in IT migration, change, expansion, and upgrade projects.
• Advises and recommends purchasing of IT related software and hardware to solve tickets with their direct supervisor.
• Uses the ITS ticket system to document all incoming requests for help, providing timely responses and resolutions that meet agreed upon SLA goals.
• Determines the best solution to requests based on the issue and details provided by reporter.
• Creates documentation detailing the steps to resolve requests adding it to our ITS Department’s Wiki body of knowledge.
• Solves tickets that may include, but are not limited to :

Networking (LAN, WAN, internet, networking devices, Wi-Fi, Firewall).

Requirements :

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Knowledge, Skills, & Capabilities :

Microsoft Windows

Physical Requirements :

Work Environment :

Education :

Experience :

Hours : Full-Time Monday-Friday

8 : 30am-5pm. Temp to perm

Pay : $22-$24 DOE

Salary : $22 - $24