IT Support Specialist

Millenniumsoft•Union Center, NJ

17d•Onsite

About The Position

The IT Support Specialist provides Level 2 technical support to employees and customers, diagnosing and resolving issues involving desktops, laptops, mobile devices, applications, peripherals, and network connectivity. The role handles incidents and service requests, escalating complex issues when needed, keeping users informed, and collaborating with internal teams to improve service delivery and operational efficiency. It also involves documenting troubleshooting procedures, maintaining knowledge management resources, and following established IT service management processes and standards. This is a 100% onsite role that requires travel to multiple company locations to provide technical support, resolve escalated issues, and support hardware deployments and refreshes. The position works under the guidance of a supervisor or project lead, typically reports to a manager, and may serve as a technical resource for less experienced team members.

Requirements

Bachelor’s degree with at least 5 years of relevant experience, or a Master’s degree with at least 3 years of relevant experience; equivalent relevant work experience may be considered in lieu of a degree.
Strong understanding of technical concepts, principles, practices, and procedures relevant to IT service delivery and end-user support.
Ability to work independently on routine assignments and apply technical expertise and practical skills to resolve issues.
Skills in desktop support and call center support.

Nice To Haves

Relevant technical training and certifications, where applicable.

Responsibilities

Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.
Troubleshoot and resolve escalated incidents and service requests requiring advanced or onsite desktop support.
Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.
Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in accordance with asset management procedures.
Document troubleshooting steps, resolutions, and recurring technical issues in ticketing and knowledge management systems.
Collaborate with Level 1 support, infrastructure teams, application teams, and external vendors to resolve technical issues and restore services.
Travel to company divisions and work locations to provide onsite technical support, address escalations, execute technology deployments, and support business operations.
Accommodate scheduled site visits, urgent onsite support requirements, and cross-divisional technology initiatives.
Follow established IT service delivery procedures, operational standards, and customer service guidelines.
Provide timely updates to management and end users regarding incident status, resolution progress, and outstanding issues.
Manage multiple projects of moderate complexity or contribute to components of larger projects.
Share knowledge with less experienced team members and present technical findings, project updates, and results during team meetings as required.
Seek guidance from supervisors, senior engineers, or other experienced technical personnel for complex issues.