IT Systems Support Specialist

Coronet LED; Totowa (NJ); On-site; USD 60,000 - 76,000; Full time

Job summary

Coronet LED is seeking an IT Systems Support Specialist to provide Tier 2 and Tier 3 technical support across our office, manufacturing, and warehouse operations. This role emphasizes resolving escalated issues, restoring service quickly, and reducing recurring problems through strong troubleshooting and documentation.

The ideal candidate is hands-on, dependable, curious, and able to own difficult issues from start to finish, with opportunities to broaden skills in systems, network, security,

Qualifications

• 2–5 years of hands-on help desk or desktop support experience.
• Experience resolving Tier 2 escalations in a business environment.
• Strong troubleshooting with Windows, Microsoft 365, and peripherals.
• Technical diploma or degree in IT or certifications such as CompTIA are helpful but not required.

Responsibilities

• Provide Tier 2 and Tier 3 support for office, manufacturing, and warehouse operations.
• Own escalated issues from diagnosis to resolution and follow-up.
• Configure, deploy, repair, and maintain computers, peripherals, and mobile devices.
• Support ERP and business applications, printers, scanners, and warehouse technology.
• Troubleshoot network connectivity, VPN, DNS, DHCP, and related issues.
• Assist with device management, software deployments, and security tools.
• Document work clearly and share knowledge with Tier 1 and users.

Skills

Customer service

Problem solving

Multi-tasking

Communication

Independence

Learning mindset

Instruction interpretation

Professionalism

Education

Technical IT diploma or degree

Tools

Windows 10/11

Microsoft 365

Job description

Coronet LED is seeking an IT Systems Support Specialist to provide Tier 2 and Tier 3 technical support across our office, manufacturing, and warehouse operations. This is a support-first role focused on resolving escalated issues, restoring service quickly, and reducing recurring problems through strong troubleshooting and documentation.

The ideal candidate is hands-on, dependable, curious, and comfortable owning difficult issues from start to finish. The position provides technical mentorship to the Tier 1 IT Support Specialist, but it is not a supervisory role. The specialist will also assist with selected systems, network, security, and infrastructure activities under the direction of IT leadership, creating opportunities to broaden technical skills over time.

Key Responsibilities

• Advanced Help Desk Support: Resolve escalated hardware, software, Windows, Microsoft 365, email, Teams, account access, connectivity, business application, printing, mobile device, and peripheral issues in person and remotely.


• Ticket Ownership: Manage issues through diagnosis, testing, resolution, and follow-up. Keep users informed, document work clearly, identify recurring problems, and elevate appropriately when senior or vendor support is required.


• Endpoint and User Support: Configure, deploy, repair, replace, and maintain computers, monitors, docks, phones, applications, and related equipment. Support onboarding, offboarding, permissions, software installation, updates, and equipment lifecycle tasks.


• Business and Warehouse Technology: Troubleshoot user-facing issues with ERP and business applications, Zebra label printers, barcode scanners, printers and MFPs, kiosks, and technology used in manufacturing, shipping, and warehouse workflows.


• Network and Connectivity Troubleshooting: Diagnose wired, wireless, VPN, internet, cabling, switch-port, and basic DNS or DHCP issues. Isolate the likely cause, complete safe remediation within the role, and coordinate advanced changes with IT leadership or service providers.


• Systems and Project Assistance: Assist with device management, identity and access, software deployments, patching, security tools, backup checks, cloud services, equipment upgrades, and infrastructure projects by following established procedures and learning through hands-on participation.


• Security Support: Help investigate phishing reports, suspicious activity, malware alerts, MFA and access issues, and device compliance problems. Follow incident procedures and elevate promptly when a broader response is required.


• Mentorship and Collaboration: Provide technical guidance to the Tier 1 specialist, maintain support documentation and asset records, coordinate with vendors, train employees on common technology tasks, and contribute to team projects and process improvements.

Skills & Qualifications

• Strong customer service orientation with the ability to translate technical concepts into clear, user-friendly language


• Demonstrated problem-solving ability with a proactive, ownership-driven approach to resolving issues


• Ability to manage multiple priorities, stay organized, and meet deadlines in a fast-paced environment


• Effective communication skills (verbal, written, and interpersonal) with a collaborative mindset


• Self-motivated and dependable, with the ability to work independently and follow through on tasks


• Willingness to learn, adapt, and accept feedback to continuously improve performance


• Ability to interpret and follow instructions in various formats (written, verbal, diagrams, etc.)


• High level of professionalism and ability to handle sensitive information with confidentiality

Education & Experience

• Two to five years of hands-on help desk, desktop support, or technical support experience, including experience resolving Tier 2 or other escalated issues in a business environment.


• Technical Foundation: Strong troubleshooting skills with Windows 10 or 11, Microsoft 365, computer hardware, peripherals, printers, user accounts, permissions, and common connectivity issues. Practical knowledge of basic TCP/IP networking, Wi-Fi, DNS, DHCP, and VPN concepts is expected


• Technical or trade school IT diploma, associate or bachelor degree, relevant certifications, equivalent practical experience, or a combination of these. CompTIA A+, Network+, Security+, Microsoft, or comparable certifications are helpful but not required