| Location | Parsippany, NJ |
IT Support Specialist – Level 2
Description:
The IT Support Specialist – Level 2’s role is to facilitate troubleshooting and assistance of our client base and provide issue resolution and documentation. This can include receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary.
Responsibilities:
-Track customer issues and resolutions
-Field incoming requests from end users
-Perform post-resolution follow-ups to help requests
-Coordinate with fellow team members on escalations
Minimum Requirements
Strong desktop support/implementation skills for Windows 7 -10, Mac OSX
MS Office products and Office365 Email knowledge
Windows servers (some server installation/maintenance experience preferred)
Highly self-motivated, ability to prioritize, and attention to detail
Working knowledge of VPN, firewalls, security and network (wired and wireless) troubleshooting
3-5 years' experience in IT help desk, customer service, answering calls and resolving issues remotely
Ability to build rapport with clients
Strong troubleshooting and critical thinking skills
Positive and professional demeanor
General knowledge of ticketing system
Effective verbal and written communications
A valid driver's license and a reliable car since this position entails occasional traveling to client sites throughout northern NJ