IT Service Desk Level 2 Administrator - On-Site

Jencap•Red Bank, NJ

10d•Hybrid

About The Position

The IT Service Desk Level 2 Administrator will be responsible for collaborating with our internal stakeholders, providing them with effective technology solutions and exemplary support. As a key point of contact for Level 2 issues/escalations, you will troubleshoot, diagnose, and resolve a wide range of hardware, software, mobile and Azure Cloud issues. Your exceptional problem-solving abilities will ensure that our users receive timely and efficient support, allowing them to focus on their critical responsibilities. This role will report to the SR. IT Service Delivery & Change Manager. You will be required to be onsite 4 days a week and 1 day remote, during core business hours. This role requires onsite support at our Red Bank, NJ office, where you will deliver technical expertise and provide top-tier customer service.

Requirements

Bachelor’s degree in computer science, Information Systems, or other related field, or equivalent work experience preferred.
5 to 7 years of relevant experience
Self-starter who takes initiative and requires minimal supervision.
Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment.
Customer focused with the ability to communicate and develop relationships with all levels of the organization.
Excellent written and oral communication skills
Ability to multitask.
Team mentality and the ability to work effectively with diverse stakeholders.
Attention to detail.
Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities.
General understanding of how IT infrastructure supports business goals and objectives.
Open to traveling if necessary.

Nice To Haves

Knowledge of Cloud Technologies, Microsoft Azure a plus
Microsoft Windows Server Suite
Microsoft Windows 10/11
Microsoft Office 365, Tools/Applications
Knowledge of Networking (Routers, Switches, Firewalls)
Virtualization, Azure Virtual Desktop a plus
Technical Certifications a Plus
Knowledge of Insurance Industry applications, a Plus
HDI and ITIL Foundations Certification a plus

Responsibilities

Receive, prioritize, and respond to incoming Level 2 Service Desk requests in accordance with established service-level agreements (SLAs) Utilize your comprehensive knowledge of computer hardware, software, mobile, Azure Cloud, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures.
Manage users, devices, and cloud tracking events through our Zendesk global ticketing system.
Provide technical support for It Service Desk Level 1 Engineers.
Collaborate closely with our user community, understand their unique needs, and deliver solutions that enhance their productivity and effectiveness.
Provide technical and troubleshooting assistance related to MS Windows, Office 356, Azure Cloud and other desktop, server, and business applications.
Enroll and administer thin clients using Azure virtual desktop.
Maintain, support, and troubleshoot office telephone systems and software, audio-visual (AV) equipment and multi-function network printers.
Manage Azure and on-prem Active Directory, Azure virtual desktops, Intune, Exchange & SharePoint.
Provide technical support and troubleshooting assistance related to the company’s critical business systems.
Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact.
Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards.
Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, and guidelines)
Liaise with third parties as it relates to any of the above.
This role maybe required to work nights, off hours or weekends as assigned.