Whitehouse, NJ - Desktop support Technician Level II

Heunets; Whitehouse Station (NJ); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading technology company is seeking a Desktop Support Technician Level II in Whitehouse Station, NJ. The role involves providing desktop support, troubleshooting issues, and maintaining customer satisfaction. Candidates should have relevant experience in Windows environments and strong problem-solving skills. The position requires flexibility to adapt to changing environments and may include off-hours work.

Qualifications

• 3-5 years of Windows Desktop support experience.
• 18 months of IT experience required.
• Experience with Windows 7-10, Active Directory, MS Office 365.

Responsibilities

• Provide day-to-day local and remote desktop support.
• Troubleshoot hardware, software, and application issues.
• Coordinate with vendors for complex AV issues.

Skills

Troubleshooting

Customer Service

Communication

Analytical Skills

Adaptability

Teamwork

Education

Bachelor’s Degree in Computer Science or related field

CompTIA A+, MCP or higher certifications

Job description

Whitehouse, NJ - Desktop Support Technician Level II

Job Description:

The Desktop Support Technician will:

• Provide day-to-day local and remote desktop support, including inbound calls, troubleshooting, and documenting steps taken to resolve hardware, software, and application issues in a ticketing system.
• Facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
• Provide break-fix, fault diagnosis, and resolution.
• Support and troubleshoot core operating systems and platforms, including desktop fault resolution for approved applications.
• Ideal candidates should have 3-5 years of relevant Windows Desktop support experience.
• Provide first/second level contact and problem resolution for customer issues.
• Coordinate with third-party vendors to remediate complex AV issues as needed.
• Communicate issue status and resolution in a timely manner.
• Maintain ticket updates for all incidents.
• Install, upgrade, support, and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Have basic knowledge of Mac OS to support Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform preventative maintenance on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Possess broad IT experience with a basic understanding of networks, servers, A/V, smart devices, and telecoms.
• Work effectively in project-based environments requiring flexibility and teamwork.

Candidate Minimum Qualifications and Skills:

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, MCP or higher certifications.
• At least 18 months of IT experience.
• Experience with Windows 7-10, Active Directory, GPOs, MS Office 365, hardware troubleshooting, enterprise antivirus, and helpdesk systems.
• Experience with mobile device management (iOS and Android), encryption solutions, and Windows PC/laptop management via Active Directory.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to multitask, prioritize, and meet SLAs.
• Excellent communication and customer service skills.
• Adaptability and flexibility in a fast-changing environment.
• Willingness to work off-hours and weekends when required.

Required Skills:

Connectivity analysis, Mac support, emergency hardware troubleshooting, laptops, iOS, Active Directory, Android, servers, operating systems, MS Office, computer science fundamentals, troubleshooting, vendor coordination, Windows software, teamwork, maintenance, customer service, communication, management.