IT Support / Desktop Support Level 2

IT Support Contractor - Laptop & Desktop Level 2 with Top Beauty and Cosmetics Company in

Clark, NJ Title:

IT Support Contractor - Laptop & Desktop Level 2

Industry:

Beauty Location:

Clark, New Jersey (On-site)

Duration:

12 months

PAY:

$27.96/HR W2

Job Description:

Schedule:

Monday - Friday, 8:00 AM - 5:00 PM (1-hour lunch)

Position Summary:

We are seeking an experienced and customer-focused Level 2 Desktop Support Analyst to help serve as the primary face of our IT team at our Campus IT Kiosk. In this highly visible role, you will provide exceptional walk-up support to our campus employees, resolving a wide range of hardware, software, and connectivity issues. You will also act as an escalation point for Level 1 support and ensure all incidents are handled efficiently through our ServiceNow ticketing system.

Key Responsibilities:

Kiosk & Walk-Up Support:

Provide immediate, face-to-face technical assistance for employees visiting the IT Kiosk, ensuring a welcoming and service-oriented experience.

Hardware & Hardware Setup:

Configure, image, deploy, and troubleshoot laptops, desktops, mobile devices (iOS/Android), Cisco IP phone handsets, and MS Teams Room Equipment.

Software & Application Support:

Install and troubleshoot L''Oréal standard software, including Windows 11, Mac OS, Microsoft Office 365, Microsoft Teams, and Adobe Creative Cloud.

Account Administration:

Manage and maintain user accounts via AAD and O365.

Audio/Visual & Peripheral Support:

Support conference room AV equipment (including Microsoft Teams Rooms), network printers, and other PC peripherals.

Ticketing & Documentation:

Take ownership of issues from end-to-end using ServiceNow. Document resolutions, contribute to Knowledge Base articles, and update hardware/software asset inventory data.

Security & Network Compliance:

Ensure all endpoints comply with corporate security/antivirus policies. Perform basic troubleshooting for LAN, Wi-Fi, and TCP/IP connectivity issues.

Mentorship:

Act as an escalation point and mentor for Level 1 team members. Follow standard operating processes (SOPs) and SLA guidelines.

Qualifications & Requirements:

Experience:

Bachelor s degree in a related field OR 3-5 years of proven experience as a Desktop Support Analyst.

Certifications:

CompTIA A+ certification or equivalent knowledge is highly preferred.

Technical Skills:

o Strong proficiency in Windows 11 and Mac OS environments. o Expert knowledge of Microsoft Office 365 and Active Directory administration. o Experience with ServiceNow (or similar ITSM ticketing systems) and remote support tools (e.g., Bomgar). o Solid understanding of basic networking (TCP/IP, Wi-Fi) and endpoint security protocols.

Soft Skills:

o Clear and effective written and verbal communication skills, with the ability to easily explain technical concepts to non-technical users. Fluent in English; multilingual abilities are a strong plus to support our diverse workforce. o Highly customer-focused with a strong service orientation, patience, and welcoming demeanor. o Organized, detail-oriented, and capable of prioritizing tasks in a fast-paced, walk-up environment. o Strong critical thinking and strategic problem-solving abilities