IT Support Specialist

PCS Wireless GLOBAL•Florham Park, NJ

5d•Onsite

About The Position

As an on-site IT Support Specialist, you will be a core member of our Technical Support Team and the primary face of IT for our local facilities. You will be responsible for the end-to-end support experience for employees — from first-contact troubleshooting and hardware setup to proactive platform improvements and user enablement. This is a hands-on, on-site role requiring both technical depth and strong customer service skills.

Requirements

Degree in Computer Science, IT, or equivalent practical experience.
Minimum 1–2 years in a desktop support or IT helpdesk role.
CompTIA A+, ITIL foundation, or equivalent industry certifications.
Advanced proficiency in Windows/macOS and Office 365 (Entra ID, Teams, OneDrive); familiarity with iOS/Android is a plus.
Strong grasp of networking fundamentals (DNS, DHCP, VLANs) and experience with device management tools like Microsoft Intune.
Proven ability to support both on-site and remote users across PC and Mac environments.
Strong ability to prioritize and manage a high volume of support tickets based on urgency and business impact.
Excellent written and verbal English skills with a strong patient, people-first approach to customer service.
Analytical mindset with a knack for troubleshooting complex technical issues.

Nice To Haves

Familiarity with iOS/Android is a plus.

Responsibilities

Provide Level 1/2 technical support via ticketing system, email, and chat, ensuring SLA compliance and timely resolution.
Diagnose and resolve hardware and software issues for both PC and Mac users, on-site and remotely.
Administer Microsoft Office 365 environments: manage mailboxes, licenses, groups, MFA, OneDrive sync, and Conditional Access policies.
Manage device enrollment and configuration through Microsoft Intune, including application deployment and device profiles.
Support SaaS applications, printers, and peripheral devices across the facility.
Assist other IT staff with operational procedures and escalated troubleshooting.
Configure, stage, and deploy workstations (desktops, laptops, mobile devices) for new hires and hardware refreshes.
Diagnose and resolve hardware failures; replace components including batteries, power adapters, storage drives, and cables.
Address OS-level issues such as slow performance, boot failures, and update management on Windows and macOS.
Maintain accurate inventory of hardware assets and consumable parts; perform regular audits.
Coordinate logistics for equipment deliveries, returns, and warranty/RMA claims.
Troubleshoot wired and wireless network connectivity issues; verify physical connectivity and resolve localized outages.
Install, test, and document network cabling and layouts with proper labelling and organization.
Maintain, patch, and monitor user environments to support stability and security.
Monitor security alerts and report potential threats such as phishing attempts or unusual account activity.
Assist with endpoint quarantining and ensure compliance with security policies.
Educate users on security best practices and perform regular compliance checks.
Build and maintain SOPs, how-to guides, and knowledge base articles to support team knowledge sharing.
Create user-friendly training materials to enhance employee self-sufficiency.
Document problem resolution steps, known issues, and incident reports.
Provide training to staff on new hardware and software as required.