Technical Support Specialist

Franklin Fitch; New Jersey; On-site; USD 52,000 - 68,000; Full time

Job summary

Franklin Fitch in New Jersey is seeking an IT Support Technician to deliver first-line technical support for end users and maintain daily IT operations. You will troubleshoot desktops, laptops, mobiles, and peripherals, and perform OS installs and hardware deployments.

You will manage user accounts in Active Directory and Microsoft 365, configure 365 apps and email, and assist with data centre tasks and asset tagging. A proactive, customer-focused approach is essential.

Qualifications

• Experience providing technical support in a professional environment.
• Rack and stack deployments.
• Structured cabling and patch panel work.
• Strong troubleshooting across Windows desktops, Microsoft 365, email, networking, and endpoint devices.
• Excellent customer service and communication skills.
• Strong problem-solving skills and a proactive approach to support.
• MSP, field support, or multi-client environment experience.

Responsibilities

• Provide frontline IT support via helpdesk tickets, phone, email, and in-person assistance.
• Troubleshoot and resolve desktop, laptop, mobile device, and peripheral issues.
• Perform operating system installations, hardware deployments, and device setup.
• Administer user accounts, password resets, and access management within Active Directory, Microsoft 365, and cloud environments.
• Configure and support Microsoft 365 applications, email services, and collaboration tools.
• Support data centre and co-location facility activities, including equipment handling and vendor escorting.
• Perform hardware replacements, reboots, power cycling, and equipment maintenance.
• Participate in site audits, asset tagging, and deployment logistics.
• Contribute to after-hours support rotation as required.

Skills

Customer service

Troubleshooting

MSP experience

Hardware deployment

Windows OS

Microsoft 365

Networking basics

Rack & stack deployments

Structured cabling

Tools

Active Directory

Microsoft 365 admin

RMM tools

Ticketing systems

EntraID

Job description

We are seeking an IT Support Technician to provide first-line technical support and ensure the smooth operation of IT systems for end users. This role focuses on troubleshooting hardware, software, networking, and cloud-based technologies while delivering excellent customer service and maintaining accurate documentation.

Key Responsibilities

• Provide frontline IT support via helpdesk tickets, phone, email, and in-person assistance.
• Troubleshoot and resolve desktop, laptop, mobile device, and peripheral issues.
• Perform operating system installations, hardware deployments, and device setup.
• Administer user accounts, password resets, and access management within Active Directory, Microsoft 365, and cloud environments.
• Configure and support Microsoft 365 applications, email services, and collaboration tools.
• Support data centre and co-location facility activities, including equipment handling and vendor escorting.
• Perform hardware replacements, reboots, power cycling, and equipment maintenance.
• Participate in site audits, asset tagging, and deployment logistics.
• Contribute to after-hours support rotation as required.

Required Skills & Experience

• Experience providing technical support in a professional environment.
• Rack and stack deployments
• Structured cabling and patch panel work
• Strong troubleshooting skills across Windows desktops, Microsoft 365, email, networking, and endpoint devices.
• Excellent customer service and communication skills.
• Strong problem-solving skills and a proactive approach to support.
• MSP, field support, or multi-client environment experience

Preferred Qualifications

• Exposure to ticketing systems and Remote Monitoring & Management (RMM) tools.
• Relevant certifications such as CompTIA A+, Network+, Server+, Microsoft certifications, or equivalent experience.
• Experience supporting cloud-based environments, including Microsoft 365 and EntraID.