Job Description
Join our award-winning IT team as a Help Desk Support Specialist in Jersey City! We're seeking a tech-savvy problem-solver to deliver exceptional user experiences. You'll be the hero behind the scenes, empowering colleagues with seamless tech solutions while growing your career in a collaborative environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional development in our state-of-the-art downtown office.
Responsibilities
- Provide Tier 1-2 technical support for 500+ employees across hardware, software, and network issues
- Manage ticket lifecycle through ServiceNow platform with 95% SLA adherence
- Deploy and configure Windows 10/11 workstations and mobile devices
- Document resolutions in knowledge base with 50+ monthly contributions
- Conduct quarterly tech training sessions for 20+ departments
- Collaborate with security team on phishing response and incident management
- Optimize support processes using data analytics and user feedback
Qualifications
- 3+ years in enterprise help desk or IT support role
- CompTIA A+/Network+ certification or equivalent experience
- Expert proficiency in Microsoft 365 and Active Directory
- Experience with ServiceNow, Jira, or similar ticketing systems
- Strong diagnostic skills for Windows/macOS troubleshooting
- Excellent written and verbal communication skills
- Ability to prioritize tasks in fast-paced environments
- Basic networking knowledge (TCP/IP, DNS, DHCP)