Technical Support Specialist Level 2

ZipRecruiter; Newark (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading job platform in New Jersey is seeking a Technical Support Specialist Level 2 to provide independent support on various technical issues. The ideal candidate should have a minimum of 2 years in technical support, along with CompTIA A+ certification and strong analytical skills. Responsibilities include user support, PC/Mac maintenance, and diagnosing network issues, all within a collaborative work environment.

Qualifications

• Minimum of 2 years of support experience.
• Ability to work independently.
• Proficiency in English and strong analytical skills.

Responsibilities

• Provide support to end users on various issues.
• Perform routine maintenance on PC/Mac components.
• Diagnose and resolve LAN issues.

Skills

Analytical skills

Communication skills

Organizational skills

Problem-solving

Education

Associate's degree in IT-related field

CompTIA A+ certification

Tools

Windows 7/10

Microsoft Office

LAN (Ethernet/WIFI)

Job description

Job Description:

The Technical Support Specialist Level 2 must have the expertise and skills to work independently in providing support to end users on a variety of issues. This includes receiving, prioritizing, documenting, and resolving end user help requests, as well as providing in-person, hands-on assistance at the desktop level.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provide routine maintenance of standard PC/Mac components (e.g., hard drives, memory, upgrades, expansion cards).
• Prioritize incoming calls, voicemails, emails, and in-person requests for assistance related to hardware, software, network, and other computer technologies.
• Understand networking concepts such as DNS, DHCP, and TCP/IP protocols and applications.
• Recognize, research, resolve, and follow up on customer problems; inform management of potential issues and identify trends.
• Maintain proficiency in systems applications, with knowledge in computer analysis and programming.
• Take ownership of customer issues and provide timely support.
• Log and track calls using Customer Management Ticketing System software, maintaining records and documentation.
• Continuously improve support tools, FAQ, KB, web portal, and self-service resources.
• Support and install applications within an Office 365 environment.
• Diagnose and resolve issues with LAN (Ethernet/WIFI).
• Work within a Domain network and have basic knowledge of Active Directory.
• Support account changes for all Ministry applications.
• Follow Ministry incident management standards.
• Leverage Ministry tools for ongoing education.
• Perform other duties as assigned.

Requirements:

Education:

• CompTIA A+ certification required or able to obtain within the first 12 months of employment. Other IT certifications are a plus.
• Associate's degree in an IT-related field.

Experience:

Minimum of 2 years’ support experience in installation, configuration, and administration of MAC and PC, mobile devices (iPhone, iPad, Android), Windows 7/10, Microsoft Office, and web browsers.

Knowledge, Skills, and Abilities:

• Ability to work independently.
• Strong analytical skills for solving complex technical issues.
• Effective communication, planning, and documentation skills.
• Highly organized with minimal supervision.
• Excellent interpersonal skills for communication at all levels.
• Confident, proactive, and goal-oriented.

EQUIPMENT TO BE USED:

• Standard office equipment and current technologies.

TYPICAL PHYSICAL DEMANDS:

• Ability to sit at a computer for at least seven hours daily.
• Manual dexterity for operating office machines.
• Ability to lift up to 50 lbs.
• Normal hearing and vision required.
• Ability to perform physical tasks such as pulling, pushing, standing, sitting, and reaching.

TYPICAL MENTAL DEMANDS:

• Follow instructions and adapt to work situations.
• Be detailed, organized, and communicative.
• Multi-task and adapt to changing environments.
• Problem-solving and decision-making skills.
• Effective interaction with people at all levels.
• Proficiency in English, including proofreading.

WORKING CONDITIONS:

• Work environment demanding constant attention.
• Adherence to Ministry policies and regulations.
• Work hours from 8:00 am to 6:00 pm, Monday through Thursday or Tuesday through Friday.
• Up to 25% travel to KCM meetings.
• On-call support during evenings and weekends.

OTHER:

• Must be a born-again believer adhering to the doctrines upheld by Kenneth and Gloria Copeland.
• Work well with others, avoiding dissension and division.
• Maintain good attendance.
• Membership and regular attendance at EMIC required.
• Requires diplomacy, maturity, and excellent communication skills due to extensive contact with ministry leaders.
• Ability to work with diverse cultures.