IT Support Specialist Level 2
Job Description
Job Description
The IT Support Specialist Level II’s job involves diagnosing and resolving complex technical issues for customers (internal/external) via phone, chat, or email, acting as the bridge between users and development teams, and enhancing product stability by creating documentation, testing new features, and ensuring high customer satisfaction through timely, expert support. Key duties include troubleshooting hardware/software, system configuration, network issues, escalating complex cases, and maintaining knowledge bases. This role also analyzes, maintains, and troubleshoots an organization's computer networks (LANs, WANs, Internet), ensuring smooth operations through regular maintenance, performance monitoring, hardware/software installation, security implementation, and providing technical help to users. Must be able to fix network issues, install equipment, configure systems, and often work under network administrators, requiring strong technical and customer service skills.
Responsibilities:
-Track customer issues and resolutions
-Field incoming requests from end users
-Perform post-resolution follow-ups to help requests
-Coordinate with fellow team members on escalations
Minimum Requirements
5 years' experience in IT help desk, customer service, answering calls and resolving issues remotely
Strong desktop support/implementation skills for Windows 7 -11, Mac OSX
MS Office products and Office365 Email installation and troubleshooting experience
Windows servers (some server installation/maintenance experience preferred)
Strong Working knowledge of VPN, firewalls, security and network (wired and wireless) troubleshooting
Project based work experience
General knowledge of ticketing system
Highly self-motivated, ability to prioritize, and attention to detail
Ability to build rapport with clients
Strong troubleshooting and critical thinking skills
Positive and professional demeanor
Effective verbal and written communications
A valid driver's license and a reliable car since this position entails occasional traveling to client sites throughout northern NJ
***Please do not apply if you haven't worked at least 5 years in an IT Help Desk Role.***