Desktop Support Technician II

NVA General Practice; Red Bank (NJ); On-site; USD 33,000 - 44,000; Full time

Job summary

NVA General Practice seeks an onsite IT Helpdesk Specialist to support end-users with computer, application, system, and hardware issues in the Red Bank area. You will respond to walk-up, phone, email, and online requests, investigate complex problems, and advocate for users within the broader IT organization.

The role requires documenting issues, creating KB articles, coordinating with other teams, and escalating vendor-related problems when needed.

Qualifications

• Helpdesk and desktop support experience supporting users at all levels.
• ITSM/Ticketing system experience.
• Experience with desktop and server operating systems, including Windows 7, Windows 10, and Windows Server 2012/2016.
• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP
• Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook)
• Printer configuration and troubleshoot (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote)
• Basic connectivity of laptops, PCs, etc.
• Mobile Device Configuration/Support (smart phone, tablet)
• Active Directory & Exchange (Accounts, Logins, Password Resets etc.)
• Strong documentation skills.

Responsibilities

• Provides onsite support to end-users for computer, application, system, device, access, and hardware issues.
• Responds to walk-up, telephone, email, and online requests for technical support.
• Identifies, researches and resolves complex technical problems.
• This role will be an advocate for the onsite users within the larger enterprise IT organization.
• Escalates vendor-specific issues to vendors and supports teams as necessary.
• Creates knowledge base articles for use but end-users to address common problems.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Will coordinate with other teams or departments to resolve user problems.
• Works under moderate supervision.

Skills

Helpdesk support

ITSM tickets

Active Directory

DNS & DHCP

MS Office support

Printer configuration

Networking basics

Tools

Acronis

Fog

Ghost

Job description

Job Summary

Provides onsite support to end-users for computer, application, system, device, access, and hardware issues. Responds to walk-up, telephone, email, and online requests for technical support. Identifies, researches and resolves complex technical problems. This role will be an advocate for the onsite users within the larger enterprise IT organization. Escalates vendor-specific issues to vendors and supports teams as necessary. Creates knowledge base articles for use but end-users to address common problems. The technical area of responsibility includes standardized technologies and systems. Documents, tracks, and monitors the problem using applicable systems and tools. Will coordinate with other teams or departments to resolve user problems. Works under moderate supervision.

Experience

• Helpdesk and desktop support experience supporting users at all levels
• ITSM/Ticketing system experience
• Experience with desktop and server operating systems, including experience with Windows 7, Windows 10, and Windows Server2012/2016.
• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP
• Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook)
• Printer configuration and troubleshoot (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to traverse the first three layers of the OSI model in effectively troubleshooting
• Basic connectivity of laptops, PCs, etc.
• Mobile Device Configuration/Support (smart phone, tablet)
• Active Directory & Exchange (Accounts, Logins, Password Resets etc.)
• Strong documentation skills.

Attributes

• Demonstrates good customer service skills and empathy.
• Professional presentation
• Great communication skills with users of all ages/skill levels/etc.
• Ability to multi-task
• Strong desire to solve problems and make things better
• Thinks clearly in difficult situations and knows when to elevate and ask for help
• Ability to work calmly in urgent or stressful situations
• Highly Self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in and contributing to a team-oriented, collaborative environment.

Soft Skills

• Ability to multi-task well
• Ability to think out of the box, troubleshoot, and resolve/know when to elevate
• Able to work calmly in urgent situations
• Highly self-motivated
• Keen attention to detail
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation.
• Experience working in a collaborative team environment.
• Take the initiative to make things better.
• Lead by example.

FLSA Classification: Non-Exempt

The hourly range for this full-time position is $24.28-$32.30. Our ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

• This role is not open to receiving agency candidates and any contingent submissions will not be honored.