Support Technician

3 weeks ago

Florham Park, United States Wiss Full time

Wiss is seeking a Support Technician to join the Digital Technology team in Florham Park, NJ. The Helpdesk Technician, also known as a Helpdesk Support Specialist or IT Support Technician, is a pivotal role within our organization, responsible for delivering timely and efficient technical support to end-users. As the primary point of contact for all technical issues, the Helpdesk Technician plays a critical role in ensuring the smooth operation of our technology resources and maintaining positive user experiences.


This position will be FULLY ONSITE. LOCAL CANDIDATES ONLY.


Key Responsibilities:

User Support:

  • Provide courteous and prompt technical assistance to end-users via various channels, including phone, email, chat, or in-person interactions.
  • Troubleshoot and resolve hardware, software, and network-related issues to minimize downtime and enhance user productivity.

Issue Triage and Resolution:

  • Diagnose and analyze technical problems reported by end-users to identify root causes.
  • Apply known solutions and troubleshooting techniques to resolve issues promptly and effectively.

Ticket Management:

  • Create and manage support tickets in the helpdesk tracking system, ensuring accurate documentation of issues and their resolution progress.

Remote Assistance:

  • Assist users remotely using remote desktop tools or virtual collaboration software to troubleshoot and resolve technical problems.

Hardware and Software Setup:

  • Assist with the installation, configuration, and setup of hardware devices and software applications to ensure proper functionality.

Password Resets and Account Management:

  • Reset user passwords and manage account access permissions following organizational policies and procedures.

User Account Management:

  • Create, modify, and manage user accounts and access rights.
  • Implement authentication and authorization mechanisms to control user access to resources.

Training and Guidance:

  • Provide basic training and guidance to users on software applications, network resources, and IT policies.

Documentation:

  • Maintain accurate documentation of common technical issues and resolutions for future reference.
  • Update knowledge base articles and guides to facilitate faster problem-solving.

Escalation and Collaboration:

  • Escalate complex technical issues to higher-level support teams or specialists when necessary.
  • Collaborate with other IT teams to resolve challenging problems efficiently.

Customer Service and Communication:

  • Interact with end-users professionally, effectively, and empathetically.
  • Communicate technical information to non-technical users in a clear and understandable manner.

Software Updates and Maintenance:

  • Assist with software updates, patches, and maintenance to ensure users have access to the latest versions and security fixes.

Virus and Malware Removal:

  • Scan and remove viruses, malware, and other security threats from infected computers.

Hardware Diagnostics:

  • Perform basic hardware diagnostics to identify hardware-related issues and provide recommendations for repairs or replacements.

Asset Management:

  • Track and manage hardware and software assets, including inventory and license information.

Server Management:

  • Install, configure, and maintain server hardware and operating systems.
  • Manage server updates, patches, and security configurations.

Security Management:

  • Implement security measures to protect the organization's systems and data from cyber threats.
  • Monitor for security vulnerabilities and address them promptly.

Compliance and Regulations:

  • Ensure that IT systems and practices adhere to relevant regulations, industry standards, and data protection laws.

Collaboration with IT Teams:

  • Collaborate with other IT teams to ensure integrated and cohesive IT operations.

Documentation and Reporting:

  • Create and maintain documentation related to system configurations, procedures, and troubleshooting guides.
  • Provide reports on system status, performance, and incidents to higher-level IT staff.

End-User Satisfaction:

  • Ensure a positive support experience for end-users and gather feedback to continuously improve support services' quality.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 2+ years of experience in a helpdesk or technical support role.
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Excellent communication and customer service skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.


The Helpdesk Technician's role is instrumental in fostering a positive relationship between IT and the organization by delivering exceptional technical support and ensuring end-user satisfaction.



Wiss is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age"

"Wiss is committed to diversity and inclusion. We seek candidates from all backgrounds to join our team and encourage our employees to bring their authentic and best selves to work."


To all staffing agencies: Wiss does not utilize 3rd party firms for any internal or client positions. Please be advised, Wiss is not responsible for any fees related to unsolicited resumes. All unsolicited resumes will become the property of Wiss.

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