IT Support Specialist – Level 2

Description:

The IT Support Specialist – Level 2’s role is to facilitate troubleshooting and assistance of our client base and provide issue resolution and documentation. This can include receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary.

Responsibilities:

-Track customer issues and resolutions

-Field incoming requests from end users

-Perform post-resolution follow-ups to help requests

-Coordinate with fellow team members on escalations

Minimum Requirements

Strong desktop support/implementation skills for Windows 7 -10, Mac OSX

MS Office products and Office365 Email knowledge

Windows servers (some server installation/maintenance experience preferred)

Highly self-motivated, ability to prioritize, and attention to detail

Working knowledge of VPN, firewalls, security and network (wired and wireless) troubleshooting

3-5 years' experience in IT help desk, customer service, answering calls and resolving issues remotely

Ability to build rapport with clients

Strong troubleshooting and critical thinking skills

Positive and professional demeanor

General knowledge of ticketing system

Effective verbal and written communications

A valid driver's license and a reliable car since this position entails occasional traveling to client sites throughout northern NJ