Information Technology Support Specialist
2 weeks ago
Seeking an IT Support Specialist with at least 3 years of help desk experience in professional services, financial services, or legal environments to join a client's internal IT infrastructure team in Morristown NJ.
This position is on-site 4x/week in Morristown, NJ and is only open to US Citizens or Green Card holders as a W2 employee.
Core skills required include an in-depth understanding of hardware, software, server platforms, file servers, network infrastructure monitoring, and Windows 10 and 11 operating systems, experience with Microsoft Office 2016 and Office 365, a solid understanding of TCP/IP networking, cloud infrastructure (including AWS), and mobile device support across platforms like Apple iOS and Android.
Responsibilities:
• Help users resolve desktop hardware and software issues, including user account setup and related administrative duties (e.g., installing, upgrading, and supporting Mac and Windows desktop software and hardware).
• Troubleshoot and resolve software, hardware, and peripheral device issues (e.g., network printers, scanners, VoIP phones).
• Respond to requests for technical assistance in person, via phone, or electronically.
• Provide remote computer and hardware setup and replacement, performing configurations and installations as needed.
• Track, log, and route problems/requests in ConnectWise Manage, document resolutions, and collaborate with the team on next steps for ticket resolution.
• Support the Manager of IT Support with routine maintenance and day-to-day duties, including server and network infrastructure monitoring.
• Support users with document management system (DMS) issues, configurations and best practices. (current DMS is NetDocs)
• Maintain and troubleshoot mobile devices, including Android and iPhones.
• Research and stay current with system information, changes, and updates to enhance user support.
• Perform post-resolution follow-ups on help requests to ensure issue resolution.
• Provide remote support for users, including VPN configurations and management. (current VPN solution is GlobalProtect.)
• Maintain detailed documentation in ConnectWise Manage, including end-user identification, problem nature, and actions taken (successful or unsuccessful).
• Stay up-to-date with the hardware and software solutions used within the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, troubleshooting systems, and applications.
• Assist with various departmental projects relating to DMS and data migration.
• Contribute to team collaboration to ensure prompt issue resolution.
• Be a proactive and collaborative team player
Qualifications:
• 3+ years of tech support or helpdesk experience, preferably in a legal or professional services environment.
Technical Skills:
• Strong Microsoft Office experience, including Office 2016 and Office 365.
• Proficiency in Windows 10/11, MacOS, Apple iOS, and Android environments.
• Familiarity with peripheral devices such as printers and scanners.
• Experience supporting document management systems, preferably NetDocs
• Excellent troubleshooting and diagnostic skills.
• Experience with network infrastructure, including TCP/IP networking stack, switches, routers, and firewalls.
• In-depth knowledge of hardware/software, server platforms (Windows Server 2012 and newer, Linux), and cloud computing infrastructure (AWS).
• Experience supporting remote users, including VPN setup and management (GlobalProtect).
• Certifications such as CompTIA A+ or AWS Certified Solutions Architect.
• Exceptional interpersonal, verbal, and written communication skills with a focus on rapport-building and effective problem-solving.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Complete command of the English language, both written and conversational.
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