IT Support Specialist

Telnet, Inc.; Union (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Telnet, Inc. in Union, NJ is seeking a Level 2 IT support technician to provide on-site and remote assistance for desktops, laptops, mobile devices, and end-user applications.

You will troubleshoot escalated incidents, install and configure hardware and software, and document resolutions to keep services running smoothly. Collaborating with Level 1 support, infrastructure, and application teams, you will support deployments and asset management, with occasional site visits to diverse company

Qualifications

• Bachelor’s degree with at least 5 years of relevant experience; or a Master’s degree with at least 3 years of relevant experience.
• Equivalent relevant work experience may be considered in lieu of a degree.
• Relevant technical training and certifications are preferred, where applicable.

Responsibilities

• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.
• Troubleshoot and resolve escalated incidents and service requests requiring advanced or onsite desktop support.
• Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.
• Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in accordance with asset management procedures.
• Document troubleshooting steps, resolutions, and recurring technical issues in ticketing and knowledge management systems.
• Collaborate with Level 1 support, infrastructure teams, application teams, and external vendors to resolve technical issues and restore services.
• Travel to various company divisions and work locations to provide onsite technical support, address escalations, execute technology deployments, and support business operations.
• Maintain flexibility to accommodate scheduled site visits, urgent onsite support requirements, and cross-divisional technology initiatives.
• Follow established IT service delivery procedures, operational standards, and customer service guidelines.
• Provide timely updates to management and end users regarding incident status, resolution progress, and outstanding issues.

Education

Bachelor’s degree + 5+ years

Master’s degree + 3+ years

Equivalent relevant experience

Job description

• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.
• Troubleshoot and resolve escalated incidents and service requests requiring advanced or onsite desktop support.
• Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.
• Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in accordance with asset management procedures.
• Document troubleshooting steps, resolutions, and recurring technical issues in ticketing and knowledge management systems.
• Collaborate with Level 1 support, infrastructure teams, application teams, and external vendors to resolve technical issues and restore services.
• Travel to various company divisions and work locations to provide onsite technical support, address escalations, execute technology deployments, and support business operations.
• Maintain flexibility to accommodate scheduled site visits, urgent onsite support requirements, and cross-divisional technology initiatives.
• Follow established IT service delivery procedures, operational standards, and customer service guidelines.
• Provide timely updates to management and end users regarding incident status, resolution progress, and outstanding issues.

Requirements

Role Expectations and Technical Competencies

• Demonstrate a strong understanding of technical concepts, principles, practices, and procedures relevant to IT service delivery and end-user support.
• Manage multiple projects of moderate complexity or contribute to specific components of larger projects.
• Work independently on routine assignments, with general guidance for new or unfamiliar tasks.
• Serve as a technical resource for less experienced team members and share knowledge to support team effectiveness.
• Present technical findings, project updates, and results during team meetings as required.
• Apply technical expertise, practical skills, and relevant training or certifications to resolve issues and support operational objectives.

Reporting and Interaction

• Work under the guidance of a supervisor or project lead on assigned tasks and project components.
• Collaborate primarily with colleagues within the job family, while coordinating with other technical teams as needed.
• Seek technical guidance from supervisors, senior engineers, or other experienced technical personnel for complex issues.
• Typically report to a manager and contribute to team and organizational objectives through individual technical expertise and execution.

Qualifications and Experience

• Bachelor’s degree with at least 5 years of relevant experience; or
• Master’s degree with at least 3 years of relevant experience.
• Equivalent relevant work experience may be considered in lieu of a degree.
• Relevant technical training and certifications are preferred, where applicable.