A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Burlington, NJ; S. Plainfield, NJ; Sea Girt, NJ; Yaphank, NY Reports to: Chief Information Officer (CIO)
Job Type:
Hourly/Full-time/Non-Exempt Ser vice
Desk Technician Introduction:
We're looking for a tech-savvy problem solver who's passionate about helping people. As a Service Desk Technician, you'll be the go-to resource for our employees, tackling hardware, software, and peripheral issues with skill and a smile. You'll support both on-site and remote staff, ensuring our technology runs smoothly so the business can, too. If you thrive in a fast-paced environment and enjoy delivering top-notch customer service, we'd love to hear from you.
Duties & Responsibilities:
Provide User Support:
Deliver exceptional customer service to internal employees. Handle Tier I service requests and troubleshoot PC, printer, and mobile device issues. Perform root-cause analysis to prevent repeat problems.
Support Remote Staff:
Offer on-site and remote IT support for employees nationwide.
Manage Hardware:
Install, upgrade, and replace computer parts. Maintain accurate asset inventory and documentation. Deploy and decommission PCs as needed.
Meet Service Goals:
Address and close tickets promptly to meet or exceed SLA standards while ensuring high-quality customer service.
Administer Accounts:
Create, update, and remove user accounts during onboarding, role changes, and terminations.
Required Skills:
Strong verbal and written communication skills. Experience supporting Windows 10/11 operating systems and familiarity with iPhone device management. Knowledge of IT ticketing systems and remote access tools. Excellent troubleshooting and problem-solving abilities with keen attention to detail. At least one year of experience in a technical support role. Ability to work independently and as part of a team, managing multiple tasks in a high-pressure environment. Flexibility to work nights and weekends as needed. Eagerness to learn and adapt to new technologies and challenges.
Preferred Qualifications:
Associate or Bachelor's degree in Computer Technology or equivalent experience. Certifications such as CompTIA A+ or Network+. Basic knowledge of Active Directory (password resets, group membership changes). Familiarity with Microsoft 365 user support (e.g., password resets, mailbox setup, Teams basics). Basic networking knowledge (LAN/Wi-Fi troubleshooting, VPN connection setup). Experience using remote management and remote access tools. Familiarity with antivirus and endpoint protection tools. Ability to lift up to 45 lbs., travel between remote locations, and maintain a valid driver's license.
