IT Help Desk Technician

Job Title

IT Helpdesk Support Technician

Department:
Infrastructure & Technology

Reports to:

Director, Infrastructure

This position is responsible for help desk support, supporting network equipment and network infrastructure, server and network administration/maintenance, troubleshooting of network equipment and infrastructure, support for staff with day‑to‑day computer and software issues as well as provisioning and deploying new network and computer equipment.

Candidate must have an understanding and working knowledge of network wiring, TCP/IP communication, Internet connectivity & routing, Windows Server and typical server applications, Windows workstation operating systems and typical Windows applications. VoIP equipment and software and IP camera equipment and software knowledge is a plus.

• Respond to internal customer’s IT needs via helpdesk ticket or phone request, quickly assess the technical support needed, and find a solution.
• Perform basic computer repair services such as motherboard replacements, hard drive replacements, operating system reinstallations, virus removals, and ordinary computer troubleshooting and repair services.
• Perform on‑site and/or remote analysis, diagnosis and resolution of complex hardware/software problems for a variety of end users and recommend and implement corrective solutions.
• Respond to client requests via phone or email for support of their network/server/workstation equipment.
• Perform scheduled maintenance on client equipment.
• Perform new installations of computer and network equipment.
• Accurately document customer network and computer details in our CRM system.
• Clearly and accurately communicate with customers.

• Ability to diagnose and fix computers.
• Basic knowledge of all current releases of Windows Operating System, Google Workspace (GSuite), Microsoft Office 365 Applications.
• Ability to perform Virus/Malware/Spyware detection and removal and be familiar with common removal software.
• High School diploma or GED required;
  Associate’s Degree / IT Degree preferred.
• Minimum 2‑years experience required.
• Experience providing help desk support to users via telephone/email/remotely.
• Experience with mainstream router/switch and access points from vendors such as Cisco, Sonic Wall, Ubiquiti, Netgear, D‑Link.
• Working knowledge and a strong grasp of networking principles such as TCP/IP, DNS, Windows Networking, Network Printing, Internet Routing.
• Experience with IP phones systems and/or IP camera systems a plus.

• Be personable and possess strong customer service skills.
• Proven multi‑tasking ability, able to prioritize effectively.
• Ability to manage time and work responsibly without supervision.
• Must be available to work in the office M‑F, 8:30 AM to 5:30 PM and be available for rotating on‑call shifts on holidays and weekends.
• This is an on‑site/in‑person position.
• Will require overnight travel.

• Base: $45,000 - $50,000, based on experience.
• Annual Bonus: 5% target.
• Employee benefits (health, 401k, life, etc.).
• Paid Time Off.
• Free / Paid Parking.

Wall Township, NJ preferred; can also sit in Summit, NJ, Phoenix, AZ, or Bloomington, MN.