Helpdesk Tier 2

TGI MAIN COMPANY•Cherry Hill Mall, NJ

1d•$65,000 - $75,000•Onsite

About The Position

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote client support by phone in a fast-paced business IT support environment. The role supports users with timely resolution of issues escalated from Tier 1, documents support and project activities, and works to meet or exceed performance metrics. The position requires proactive communication, strong customer service, careful documentation and time logging, and the ability to prioritize multiple tasks and respond quickly under pressure. Scheduling flexibility is required to accommodate project deadlines, urgent issues, and after-hours maintenance calls. The role is based in person in Cherry Hill, New Jersey, and is full time, Monday through Friday.

Requirements

Two to three years of IT experience.
Experience in a high-paced business IT support environment.
Knowledge of Windows Server 2008, 2012, 2016, and 2019.
Active Directory user account management and basic Group Policy and security policy management.
Exchange and Office 365 account administration.
Basic network troubleshooting, including internet connectivity troubleshooting.
Familiarity with firewalls, routers, and managed switches.
Knowledge of desktop operating systems including Windows 7, 8, and 10.
Familiarity with common desktop applications and equipment, including MS Office, Adobe, printers, and scanners.
Knowledge of LAN/WAN, DNS, DHCP, Group Policy, domain controllers, and wireless network configuration and troubleshooting.
Excellent written and verbal communication skills.
Strong troubleshooting skills and ability to follow instructions.
Strong documentation skills, including creating standard operating procedures.
Professional demeanor, strong customer service orientation, organizational skills, reliability, punctuality, and the ability to prioritize multiple tasks under pressure.
Flexibility to accommodate project deadlines, urgent issues, and after-hours maintenance calls.

Nice To Haves

Experience with Microsoft Hyper-V and/or VMware virtualization.
Managed Service Provider (MSP) experience.

Responsibilities

Resolve issues escalated from Tier 1 support staff by working directly with users toward timely resolution.
Support and document the initiation, execution, and closing activities for programs, projects, and support activities.
Meet or exceed performance metrics.
Communicate proactively and consistently with customers and team members to mitigate issues and concerns.
Recreate user issues to resolve operational difficulties.
Recommend system modifications, when required, to reduce user problems.
Escalate complex issues to senior-level technicians as appropriate.
Promote a “one team” attitude internally and externally.
Provide highly service-oriented support and respond with appropriate urgency to situations requiring quick responses.