Helpdesk Tier 2

Tgi Main Company; Cherry Hill Township (NJ); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Vision insurance

PTO

401(k)

Job summary

Tgi Main Company in Cherry Hill Township is seeking a Helpdesk Tier 2 professional to provide IT support. You will resolve issues, support users, and document activities in a high-paced environment.

Ideal candidates have a minimum of 2-3 years of IT support experience, familiarity with Windows Server, Active Directory, and Office 365. The position offers a salary range of $65,000 - $75,000 per year along with benefits including health insurance and PTO.

Qualifications

• 2-3 years of IT experience required.
• Experience with Windows Server 2008/2012/2016/2019 and Active Directory management.
• Familiarity with Office 365 and basic network troubleshooting.

Responsibilities

• Support resolution of issues escalated from Tier 1 support.
• Document project initiation and closing activities.
• Ensure performance metrics are met.
• Communicate proactively with customers and team members.
• Recreate user issues for resolution.

Skills

Excellent written and verbal communications skills

Excellent troubleshooting skills

Strong documentation skills

Professional demeanor

Tools

Windows Server

Active Directory

Office 365 Administration

Network Troubleshooting

Virtualization

Job description

Job Title: Helpdesk Tier 2

Location: Cherry Hill, NJ 08002

Salary Range: $65,000 - $75,000 per year

Job Type: Full-time

Schedule: Monday to Friday

Work Location: In-Person: Cherry Hill, NJ

Benefits: Dental insurance, Health insurance, Vision insurance, PTO, and 401(k)

iPower Technologies, a dynamic IT corporation offering comprehensive computer and network support, is currently expanding its team. We are actively seeking a Level 2 Helpdesk Support Professional for an immediate opening, focusing on delivering remote client support over the phone.

The ideal candidate will possess relevant experience in a high‑paced Business IT Support Environment. A positive attitude, strong customer service orientation, and the ability to effectively follow through on customer requests and support issues are essential. Demonstrating exemplary work ethic, consistent performance, reliability, and punctuality are our top priorities.

Candidates should exhibit strong organizational skills, the capacity to prioritize multiple tasks, and the ability to thrive under pressure and tight deadlines. Flexibility in scheduling is required to accommodate project deadlines, urgent issues, and after‑hour maintenance calls. Detail‑oriented individuals who understand the significance of proper documentation and time logging in a professional services environment will excel in this role.

Responsibilities

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
• Simulates and recreates user issues to resolve operational difficulties.
• Recommends system modifications, if required, to reduce user problems.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a one team attitude at all levels internally and externally.
• Extremely Service oriented.
• Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses.

Qualifications

• Windows 2008/2012/2016/2019 Server, Active Directory User Account Management, Basic Group ad Security Policy Management
• Exchange & Office 365 Account Administration
• Basic Network Troubleshooting, Troubleshooting of Internet Connectivity.
• Network Appliances: Firewalls, Routers, Managed Switches
• All Desktop Operating Systems: 7, 8, 10 Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
• Virtualization with Microsoft Hyper‑V and/or VMWare experience a plus
• Office 365 Administration
• MSP (Managed Service Provider) experience
• 2‑3 years of IT experience

Skills

• Excellent written and verbal communications skills.
• Excellent troubleshooting skills, able to follow instructions.
• Strong documentation skills and creating standard operating procedures.
• Professional demeanor

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.