Talent.com
Technical Support Specialist

Technical Support Specialist

HNEMarlton, NJ, US
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Overview

The Analyst, Tech Support Sr is a highly motivated individual who will work with our Executive IT Support team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center / service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and / or hardware products.

The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.

Responsibilities

  • IT Support : Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.
  • Follow up with the end user to confirm resolution, gather additional information, or provide updated information within ServiceNow, Fresh Service ITSM platforms.
  • Understand and use Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Windows Cloud PC, Amazon Workspaces, SharePoint, MS Teams).
  • Install and configure desktops, laptops, and Amazon Workspaces to specifications.
  • Perform root cause analysis and provide detailed end user support documentation.
  • Serve as point of contact to internal and external customers through problem resolution.
  • Maintain a high level of technical skill in the field of expertise.
  • Assist in continuous development of Support Services procedures.

Documentation

  • Identify gaps and assist in development and maintenance of Support Services and end user documentation.
  • Modify and create knowledgebase entries.

    • Security Awareness

  • Understanding of security impacts of end user requests and ensure adherence to company guidelines.
  • Comply with all company policies and procedures.
  • Maintain regular and punctual attendance.

    • Qualifications, Experience, Knowledge, Skills

  • Intermediate to advanced knowledge working in a hybrid On Prem Active Directory and Azure / Entra Active Directory environment.
  • Intermediate knowledge of desktop operating systems (Windows 11); MAC OSX is a plus.
  • Hands-on experience or hardware knowledge of Microsoft Surface and Dell laptops.
  • Application install experience via Microsoft Company Portal.
  • Experience with SaaS based conferencing platforms; Zoom, Teams.
  • IAM (Identity and Access Management) – Administer user accounts and access privileges in the organization's identity management system Azure AD (Entra); add to groups, roles and / or Enterprise Applications.
  • Participate in IAM audits and review access control reports to identify potential risks.

    • Education and / or Experience

  • Minimum 3 years working experience in a Service Desk, end user computing role desired.
  • Minimum 3 years working experience in a Service Desk / Client Services role.
  • One year certificate from college or technical school, or three to six months related experience and / or training; or equivalent combination of education and experience.
  • Experience with Modern Device Management (MDM) tools, including Windows Autopilot and Microsoft Endpoint Manager.
  • Experience with Service Now, Fresh Service and Microsoft 365 Suite (Office, Outlook, Teams).
  • Interactive experience handling phone and chat-based support activities (5k+ user base).

    • Certificates, Licenses, Registrations

  • Technical certification, college degree or equivalent combination of education and experience required.
  • Certifications desired : A+, Microsoft Azure / 365 Fundamentals or Cloud+, Security+, MCSA, MTA.

    • Job Responsibilities

  • The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

    • Seniority level

  • Associate

    • Employment type

  • Full-time

    • Job function

  • Information Technology

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