Job Description
Job Overview
Apex Digital Solutions is looking for a dedicated and proactive Help Desk Support Specialist to join our growing team in Newark, NJ. In this role, you will serve as the first point of contact for our employees and clients, ensuring that technical issues are resolved efficiently and that our IT infrastructure remains robust.
Why Join Apex Digital Solutions?
- Competitive Compensation: Salary range of $55k - $75k depending on experience.
- Modern Environment: Work in a collaborative, tech-forward office setting.
- Professional Growth: Opportunities for advancement within the IT department.
Key Responsibilities
- Tier 1 & 2 Support: Respond to incoming help desk tickets via phone, email, and remote support tools to resolve hardware and software issues.
- Hardware & Software Deployment: Install, configure, and troubleshoot desktop computers, laptops, printers, and mobile devices.
- Network Assistance: Assist in maintaining network connectivity, Wi-Fi access, and VPN configurations for remote workers.
- Documentation: Maintain accurate records of incidents, resolutions, and changes in the Service Desk ticketing system.
- User Training: Provide guidance and training to users on best practices for IT security and software usage.
- Asset Management: Assist in the inventory management of IT assets, including tracking laptops and peripherals.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in Information Technology, Computer Science, or related field is preferred.
- Experience: 1-3 years of experience in a Help Desk or Technical Support role.
- Technical Skills: Proficient in Microsoft Windows (10/11) and Microsoft Office Suite. Knowledge of Active Directory and Remote Desktop Services is a plus.
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Problem Solving: Strong analytical skills with a focus on troubleshooting and root cause analysis.
- ITIL: Familiarity with ITIL framework concepts is highly desirable.
Responsibilities
- Respond to and resolve IT support tickets in a timely manner using Zendesk or ServiceNow.
- Perform hardware diagnostics and replacements for malfunctioning equipment.
- Configure and manage user accounts, permissions, and security settings.
- Collaborate with the Senior IT team to implement system upgrades and patches.
- Ensure compliance with company IT policies and security protocols.
Qualifications
- Valid Driver's License and reliable transportation (optional for office-based role, but beneficial).
- Ability to lift and carry computer equipment (up to 40lbs).
- Willingness to work occasional evenings or weekends for system maintenance.