Service Desk Technician (Support Desk, Desktop Support, Helpdesk Engineer) - Tier 2Location: Hackensack, NJ (onsite) Job Description: We are in search of a proficient and motivated Service Desk Technician to join our team. The ideal candidate will have substantial experience in IT support and a strong dedication to delivering outstanding customer service. As a Service Desk Technician, you will be instrumental in diagnosing and resolving technical issues, ensuring that our clients receive the highest quality of support and satisfaction. Key Responsibilities:
- Provide Level 2 technical support to clients through phone, email, and remote assistance.
- Diagnose and resolve complex hardware and software issues on desktops, laptops, servers, and network devices.
- Conduct routine maintenance, updates, and patches on client systems.
- Assist with the onboarding and offboarding process for client employees, including setting up new accounts and configuring hardware.
- Oversee and maintain client IT infrastructure, including network switches, routers, firewalls, and wireless access points.
- Manage and support Office 365 and other cloud-based services.
- Maintain accurate and detailed documentation of support requests, resolutions, and client environments in the ticketing system.
- Work closely with Level 1 support and escalate issues to Level 3 or specialized teams as needed.
- Engage in ongoing training and development to stay updated with industry trends and technologies.
- Provide outstanding customer service and cultivate strong relationships with clients.
Qualifications:
- Demonstrated experience as a Level 2 Service Desk Technician or similar role in an MSP or IT support setting.
- Strong proficiency with Windows and macOS operating systems.
- Expertise in troubleshooting hardware, software, and network issues.
- Experience with Active Directory, DNS, DHCP, and Group Policy management.
- Familiarity with cloud services such as Office 365, Azure, and AWS.
- Understanding of networking principles and experience with network devices (e.g., switches, routers, firewalls).
- Excellent communication and interpersonal skills.
- Capability to manage multiple tasks and priorities in a dynamic environment.
- Strong analytical and problem-solving skills.
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or equivalent are advantageous.
Join our team and help us deliver exceptional IT support to our clients. If you are a motivated and skilled IT professional looking for a challenging and rewarding opportunity, we want to hear from you!