IT Support Specialist

2 weeks ago


New York, New York, United States The Princeton Group Full time
Job Overview

As a Tier 2 Support Technician, you will play a vital role in delivering comprehensive solutions for various requests and challenges directed to the Help Desk. This dynamic position offers the opportunity to deepen your understanding of the enterprise technology landscape, collaborate with our IT team on various initiatives, and enhance your technical expertise while advancing your career in corporate technology.

This position requires onsite presence.

Key Responsibilities:

Technology Support:

  • Provide Tier 2 technology assistance and serve as an escalation point for the Tier 1 Help Desk team.
  • Support a diverse environment comprising Windows 10 and MacOS systems.
  • Manage ticketing and queue operations utilizing ServiceNow or Jira.
  • Deliver exceptional customer service to all employees, including executives and VIPs, ensuring effective communication and resolution of technical issues.
  • Offer regular onsite support and occasional offsite assistance for executive users as required.
  • Possibility to lead initiatives that enhance the technology team's capabilities.
  • Adaptability to undertake additional tasks and projects as assigned.

Computer/User/Application and Security Management:

  • Oversee software deployment processes.
  • Manage user access controls through Active Directory security groups.
  • Conduct daily administration of essential systems (MFA, Phones, MDM, O365, Collaboration tools, etc.).
  • Facilitate remote access, video conferencing technologies, printing solutions, and telecommunications.
  • Engage in the lifecycle management of desktop and laptop hardware (planning for replacements, imaging, deployment, and removal).
  • Collaborate closely with the IT Security Team to adhere to guidelines concerning the end-user computing environment, including software updates and vulnerability management.
Qualifications:

Required:

  • Bachelor's degree in cybersecurity, information systems, or a related field from an accredited institution.
  • Minimum of 3 years of IT experience in providing Tier 1/2/3 support, desktop security initiatives, and desktop management tools.
  • Experience in a fast-paced environment requiring sound judgment, flexibility, and a hands-on approach.
  • Resourceful, motivated, and proactive with a strong focus on employee service.
  • Excellent interpersonal and communication skills, maintaining professionalism under pressure.
  • Willingness to work extended and flexible hours as needed.

Preferred Qualifications:

  • Technical certifications such as A+ Certification or Microsoft Certification (MCP or MD-100 and MD-101).
  • Familiarity with AirWatch, Intune, and JAMF.
  • Experience with remote support tools.
  • Enthusiasm for learning new technologies as they are introduced.

This is a permanent position requiring full-time onsite commitment.

Compensation is competitive and includes a bonus structure and benefits.



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