IT Service Level 1 Position Available In Somerset, New Jersey

IT Service Level 1 2.6 2.6 out of 5 stars 1645 Us Highway 22, Watchung, NJ 07069

JOB TITLE:

Level 1

Support Staff:

User & Sister IT Services

DEPARTMENT

Information Technology Original date: 10/2023

REPORTS TO:

Supervisor:

User & Sister IT Services Updated:

2/2025

FLSA Status:

Non Exempt

LOCATION

(s):

Travel Role Home Office Location:

Watchung, NJ Position travels to: Keansburg, NJ, Sea Isle, NJ, Whitestone, NY, Hartsdale, NY Dallas, PA

TELECOMMUTE ELIGIBILITY

The position may have the option to telecommute as needed. Sustained and inspired by their relationship with God and one another, the mission of the Sisters of Mercy is to respond with vision and compassion to the needs of people who are poor, sick, and uneducated. This mission serves as a motivational force in the day-to-day activities of the employees of the Sisters of Mercy of the Americas and as we extend compassion and mercy to others, practice and encourage social justice, and strive to live mercifully.

JOB PURPOSE

The Information Technology Department, within the Sisters of Mercy of the Americas, Inc. supports a global and bilingual user community of over 800 employees and 2000 religious women. The department seeks highly qualified Level 1 Support Staff on the User and Sister IT Services Team. You will have the crucial responsibility of providing exceptional customer service to our sisters and administrative staff. Although you must possess the relevant technical know enabling you to respond to Level 1 support requests, it is essential that you have extensive customer service skills. You will leverage a helpdesk software/ticketing system to track and respond to support requests submitted by our sisters and staff. The User & Sister IT Services Team supports desktop computer hardware (PC and Mac), mobile devices, Desktop Software Applications, Connectivity, Telephony, Audio-Visual equipment providing streaming services, and Onboarding (equipment setup for end users).

ESSENTIAL DUTIES AND RESPONSIBILITIES

Level 1: Respond to and resolve incoming helpdesk tickets and phone calls in accordance with standard procedures and SLAs. Perform onsite, offsite, remote, & phone support & troubleshooting of PCs, Macs, Printers, Network and mobile devices as reported via helpdesk ticket, phone calls, and in person request. Leverage RMM tools to maintain proper compliance of PCs and mobile devices. Diagnose and resolve wired, wireless, and mobile device connectivity issues. Ensure efficient and effective escalation of issues to next level support or team members Assist office staff and or residents with use of: Conference & meeting room audio visual (AV) systems Business and residential phones & phone systems Organizational software platforms Mobile devices & applications. Receive requests for new equipment and technology devices, validate requests with end users and/or supervisors to ensure efficient and effective procurement and fulfillment of request.

• Delivery & setup (last mile) of new user equipment and completion delivery checklist
• Ensure proper inventory control and asset disposal in collaboration with direct supervisor.
• Handle new user account setups and terminations while coordinating with the appropriate IT team members as needed.
• Support office technology refresh projects in collaboration with the direct supervisor or project manager(s).
• Travel as needed between all offices of the Sisters of Mercy of the Americas, Inc.
• Other duties as assigned.

Job Type:

Full-time Pay:

$21.00 – $29.00 per hour Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Vision insurance

Compensation Package:

Hourly pay

Schedule:

8 hour shift Monday to Friday Application Question(s): Do you have an Associates degree, or equivalent certification or experience, in Information Technology or related field.

Education:

Associate (Preferred)

Experience:

IT:

2 years (Required)

Location:

Watchung, NJ 07069 (Required) Ability to

Commute:

Watchung, NJ 07069 (Required) Willingness to travel: 75% (Required)

Work Location:

In person