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Support Technician 6857


Primary Duties:
Under the supervision and guidance of the assigned regional manager, a Support Technician will be responsible for providing the first and second level of support of Information Technology issues for our Roseland, NJ office. Additionally, they will:
oAct as initial point of contact for the firm Information Technology Team, receiving requests for support
oGather and log incoming support request, resolution, status, and follow-up information into support tracking system
oProvide first and second level support to troubleshoot and resolve issues
oEnsure that issues are handled expediently and with a focus on client service
Hardware:
oLaptops (primarily Lenovo T and X series)
oMonitors (desktop and portable)
oMobile devices (smartphones, tablets, connected devices)
oPrinters (local and network)
oScanners
Software:
oMicrosoft Operating Systems (Windows 7 and 8.1).
oCommon off the shelf applications including MS Office 2010/2013, Adobe Acrobat, etc.
oAccounting Line of Business applications (CaseWare, GoFileRoom, etc.).
Concepts:
oNetwork access (User accounts, Mapped drives, Email, Internet/Intranet and LAN)
oRemote access clients (VPN, Citrix, Dual Factor Authentication, OWA)
oVideo/Audio conferencing
oMobile device configuration (iOS, Android, Blackberry, etc.)
oInventory and tracking of hardware and software assets
oRemote management tools to assist users and resolve issues
oCreate/Manage Work Orders in Support ticketing system, escalate issues to the next level of support as appropriate
oPerform problem resolution research and document solutions
oEmploy and update standard procedures to prepare IT equipment for issue
oEvaluate and implement new technologies within the firm
oConduct IT orientation for new employees
oContribute as a part of strategic project initiatives
oAttend and participate in meetings with management and peers
oParticipate in potential weekend or night work
Technical Requirements:
oCompTIA A+, Network+, or Microsoft certifications
o5+ years of IT Desktop support experience in a Microsoft environment
o2 or 4 year degree in Computer Science or Information Systems (preferred)
oAdvanced troubleshooting and problem analysis relating to Operating Systems, software, hardware, and networks
oBasic understanding of Local Area Networks (LAN) and IP addressing within a Microsoft Environment
oBasic understanding of IT security concepts (Antivirus/malware, Firewalls, Least Privilege, etc.)
oFamiliarity with Microsoft Office 2010/2013 (Word, Excel, Outlook, PowerPoint)
oAbility to apply critical thinking and a methodical approach to problem identification and resolution
Non-Technical Requirements:
oExceptional customer service skills
oEffective communication--both verbally and in written form suitable for all levels
oAbility to work collectively with team supervisors and peers
oAbility to work independently and manage multiple tasks simultaneously
oStrong understanding of business drivers evidenced by ability to quickly set and adjust priorities
oDedication to maintain an organized and efficient work area, including maintenance of supplies and equipment
oAbility to work in an effective and consistent manner while maintaining high quality
oWillingness to comply with established directives, policies, and best practices
oMaintain a professional manner and appearance in the workplace
oExercise the appropriate level of discretion regarding all firm issues and Demonstrate integrity at all times both in and outside the workplace
oMaintain confidentiality and security
oinformation
oAbility to accommodate flexible hours, including occasional work on Saturday's during busy season
oCapability to travel to other offices to provide onsite support and/or participate in project work when required

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