Helpdesk Tier 2

TGI MAIN COMPANY•Cherry Hill Mall, NJ

4d•$65,000 - $75,000•Onsite

About The Position

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote support to clients over the phone in a fast-paced business IT support environment. The role focuses on supporting escalated issues, resolving user problems, documenting support and project activities, and maintaining effective communication with customers and team members. The successful candidate will demonstrate strong customer service, reliability, organization, attention to detail, and the ability to manage multiple priorities under pressure. Scheduling flexibility is required for project deadlines, urgent issues, and after-hours maintenance calls. The listed work location is in person in Cherry Hill, New Jersey.

Requirements

Experience in a high-paced business IT support environment.
Knowledge of Windows Server 2008, 2012, 2016, and 2019.
Active Directory user account management.
Basic Group Policy and security policy management.
Exchange and Office 365 account administration.
Basic network troubleshooting, including internet connectivity.
Knowledge of firewalls, routers, and managed switches.
Knowledge of desktop operating systems 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.
2–3 years of IT experience.
Excellent written and verbal communication skills.
Excellent troubleshooting skills and ability to follow instructions.
Strong documentation skills, including creating standard operating procedures.
Professional demeanor.
Strong customer service orientation, work ethic, reliability, punctuality, organizational skills, and ability to prioritize tasks under pressure.
Flexibility to accommodate project deadlines, urgent issues, and after-hours maintenance calls.
Attention to detail in documentation and time logging.

Nice To Haves

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

Responsibilities

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