NJ IT Support Technician (Tier I) - First-Line Help Desk

Tech-Keys; Howell Township (NJ); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

401(k) match

Medical plans

Dental

Vision

Life insurance

Disability insurance

Generous PTO

Job summary

Tech-Keys is seeking a Support Technician, Tier I to be the first point of contact for customers and employees seeking technical assistance. You will answer calls, respond to emails and chat inquiries, and troubleshoot basic IT issues with a focus on customer service and clear documentation.

The ideal candidate will have 1+ year in IT support or related training, familiarity with Zendesk or ServiceNow, and the ability to quickly resolve common problems while maintaining professionalism in a

Qualifications

• High school diploma or equivalent (Associate’s degree or IT training preferred).
• 1+ year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.

Responsibilities

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Skills

Customer service

Basic IT knowledge

Troubleshooting

Windows/macOS basics

Communication skills

Zendesk/ServiceNow

Education

High school diploma

Associate degree or IT training

Tools

Zendesk

ServiceNow

Remote desktop tools

Job description

Tech-Keys is seeking a Support Technician, Tier I to be the first point of contact for customers and employees seeking technical assistance. You will answer calls, respond to emails and chat inquiries, and troubleshoot basic IT issues with a focus on customer service and clear documentation.

The ideal candidate will have 1+ year in IT support or related training, familiarity with Zendesk or ServiceNow, and the ability to quickly resolve common problems while maintaining professionalism in a