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IT Support Specialist

2 months ago

Paramus, New Jersey, United States Russell Tobin Full time

Job Summary

Russell Tobin & Associates is seeking a highly skilled IT Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch support and complex problem resolution to our clients and internal teams.

Key Responsibilities

  • Provide advanced technical support and troubleshooting for computer systems, communications devices, mobile devices, network connections, and software applications.
  • Ensure compliance with corporate IT standards and policies.
  • Responsible for all walk-up advance support at site locations.
  • Troubleshoot and resolve issues related to computer hardware, operating systems, company-approved applications, and network connectivity.
  • Implement software and hardware updates and upgrades in compliance with the Client Network Operations Center guidelines.
  • Organize and prioritize a regularly changing workload with minimal supervision.
  • Assist in the development and maintenance of Support Center documentation as needed.
  • Report any support trends to the IT Operations Manager and Team Lead.
  • Process all ServiceNow tickets within established SLAs.
  • Research and testing of new technology.
  • Travel to regional locations for support as needed.
  • Supervise the Tier 1 Deskside Support Analyst tasks.
  • Provide Tier 2 level support to the Deskside Analyst and users from the office.
  • Work with other Deskside staff across all the client's entities on different IT projects.
  • Logs all customer questions, requests, and problems and track the issues through to resolution.
  • Resolve complex end-user problems using documented procedures and available tools.
  • Escalate IT issues and assist with 2nd and 3rd-level support.
  • Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution.
  • Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
  • Understands and provides superlative customer service; maintains and conveys a positive attitude.
  • Provide on-site support for new installations, demobilizations, changes, moves, and repairs.
  • Responsible for new computer imaging and end-user setup.
  • Installing networking and server equipment when necessary.
  • Setting up and configuring new printers when necessary.

Requirements

  • AA Degree or technical school certificate in an IT-related field preferred.
  • Four or more years of experience in IT support.
  • Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
  • Experience installing, maintaining, and troubleshooting computer and communications hardware.
  • Experience in use of routine and advanced Service Desk tools and techniques.
  • Experience supporting smartphones, tablets, wireless technologies, networks and operating systems.
  • Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.

Benefits

Russell Tobin offers eligible employees comprehensive healthcare coverage, supplemental coverage, a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.