Sr. IT Support Specialist
Location: Morristown NJ (4 days onsite per week)
Type: Long Term Contract
Responsibilities
· Provide day-to-day Help Desk and end-user support, including responding to calls, tickets, service requests, incidents, and technical issues.
· Provide Tier 2 support and serve as an escalation resource for more complex hardware, software, application, access, connectivity, and other technology issues.
· Take ownership of technical issues and work proactively with users, other IT teams, and vendors through resolution.
· Install, configure, maintain, troubleshoot, and support computers, mobile devices, peripherals, applications, and other company technology.
· Support the deployment, configuration, management, maintenance, and lifecycle of end-user technology using imaging, endpoint-management, software-deployment, remote-support, and related technologies.
· Support enterprise technologies including virtual and cloud-based environments, remote access, authentication, printing, and other systems used by the organization.
· Collaborate with other IT teams and vendors to troubleshoot issues, implement solutions, and support business and technology needs.
· Participate in the evaluation, testing, implementation, upgrades, migrations, and ongoing support of new and existing technologies.
· Participate in IT projects and initiatives as directed by management.
· Provide technical guidance, knowledge-sharing, and assistance to other IT Support team members.
· Create and maintain technical documentation, procedures, knowledge articles, troubleshooting guides, and training materials.
· Train and assist employees with technology usage and troubleshooting when appropriate.
· Maintain accurate support, asset, inventory, and equipment records in applicable company systems.
· Identify opportunities to improve technology, support processes, documentation, automation, and the overall end-user experience.
· Maintain knowledge of current and emerging technologies relevant to the organization’s environment.
· Maintain a high degree of customer service and follow established IT service-management, security, operational, and company practices.
Qualifications
· Bachelor’s degree in Information Technology, Computer Science, a related field, relevant technical certifications, or equivalent practical experience.
· 3–5+ years of progressively responsible IT support, desktop support, endpoint support, or related technical experience.
· Strong working knowledge of Microsoft Windows operating systems, Microsoft 365, and enterprise end-user computing environments.
· Experience troubleshooting hardware, software, applications, connectivity, authentication, remote-access, and other end-user technology issues.
· Experience with endpoint management, software deployment, imaging, patching, remote support, mobile-device management, and related enterprise technologies.
· Working knowledge of cloud, virtualization, virtual desktop, security, authentication, and remote-access technologies.
· Strong analytical, troubleshooting, and problem-solving skills with the ability to independently resolve complex technical issues.
· Ability to effectively prioritize and manage multiple responsibilities in a fast-paced environment.
· Strong written, verbal, customer-service, and interpersonal communication skills.
· Ability to work independently and collaboratively with users, team members, management, other IT teams, and external vendors.
· Relevant technical certifications and continued technical education are desirable.
Travel / Physical Requirements
· Travel may be required based on business needs.
· Ability to lift, move, install, and handle technology equipment weighing up to 30 lbs.
· Occasional after-hours support may be required based on operational or business needs.
Flexible work from home options available.
