Information Technology Help Desk
Job in
Parsippany-Troy Hills, Morris County, New Jersey, USA
Listed on 2026-10-11
Listing for:
Denrose Search Group
Full Time
position Listed on 2026-10-11
Job specializations:
-
IT/Tech
IT Support, IT Business Analyst, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
- Serve as the primary IT contact for all employees within the US affiliate.
- Management of first/second level problems through a structured ticketing flow
- Provide hands-on support for hardware, software, mobility, collaboration, and workplace technologies.
- Coordinate and oversee incident and service request resolution.
- Monitor user satisfaction and ensure timely response to operational issues.
- Support onboarding, role changes, and offboarding activities according to HQ ET&T processes.
- Assist local users in the adoption and effective use of corporate IT solutions.
- Act as the local liaison between US business functions and HQ ET&T.
- Coordinate the resolution of complex infrastructure, network, workplace, and application issues.
- Escalate incidents and requests to the appropriate HQ teams.
- Support implementation of global IT initiatives, upgrades, and transformation programs.
- Facilitate communication between local stakeholders and technical experts.
- Ensure adherence to global standards, policies, and governance models.
- Coordinate daily activities performed by the local IT service provider.
- Monitor service quality and compliance with agreed service levels.
- Manage operational escalations involving local vendors.
- Review recurring issues and ensure corrective actions are implemented.
- Support HQ Procurement and ET&T functions in vendor performance evaluations.
- Ensure external providers comply with corporate security and compliance requirements.
- Coordinate support activities related to:
- Microsoft 365 services
- Printers and peripheral devices
- Meeting room technologies
- Local network connectivity
- Telecommunications services
- Maintain visibility on the health and performance of local IT services.
- Support asset lifecycle management and inventory controls.
- Coordinate local installations, relocations, and infrastructure upgrades.
- Act as first local point of contact for business application issues including SAP-related end-user issues.
- Support users in day-to-day operational activities involving corporate applications.
- Coordinate with HQ Application teams to resolve incidents and implement enhancements.
- Participate in testing activities, user acceptance testing, training initiatives, and deployments.
- Collect and document business requirements and improvement requests from local stakeholders.
- Support and coordinate SAP-related change requests, minor enhancements, and release/testing activities (e.g., regression and user acceptance testing) in coordination with HQ SAP teams and Quality/Validation functions, ensuring compliance with GxP change control requirements.
- Ensure local adherence to HQ ET&T, IS (Information Security) and ET&T QA/IS policies and procedures.
- Support cybersecurity awareness and compliance initiatives.
- Assist during internal audits, inspections, and compliance reviews.
- Report potential security risks, vulnerabilities, and policy deviations.
- Support implementation of security controls and remediation plans defined by HQ teams.
- Identify recurring operational issues and propose improvement opportunities.
- Support automation and standardization initiatives.
- Maintain accurate IT documentation, asset records, and support procedures.
- Contribute to improving service quality and user experience across the US organization.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or related field.
- 3-5 years of experience in IT Operations, Service Desk, Infrastructure Support, or End User Services roles.
- Experience in a multinational environment is preferred.
- Previo…
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