IT Support Technician II

World Insurance Associates, LLC.•Iselin, NJ

3d•Hybrid

About The Position

IT Support Level II must have proficient technical knowledge and be able to confidently and effectively communicate with users to understand problems and explain their solutions. The ideal candidate will be Customer-oriented and patient in their interaction with users who are not technically inclined.

Requirements

Proficiency in Vendor and Asset Management/Active Directory / Azure / Entra, Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console, Windows 10/11, Network & Printer Troubleshooting, and Hardware Setup and build outs.
Critical Thinking/Minded
Self-driven, willing to make calls when needed and able to take direction as well as prioritizing tasks as requested.
Doesn’t buckle under pressure and can stay levelheaded.

Nice To Haves

30% + of travel to various regional WIA offices will be required within reason and availability.

Responsibilities

Provide technical assistance and support for incoming helpdesk tickets and escalations with issues related to computer systems, software, security and hardware.
Effectively respond to tickets in person or over the phone.
Document solutions and advise team on training recommendations to cut down on tickets.
Train computer users when possible.
Serving as the first and second point of contact for employees seeking technical assistance through the helpdesk ticketing system.
Performing remote troubleshooting through diagnostic techniques and pertinent questions.
Determining the best solution based on the issue through research in past tickets, google and user details provided.
Ability to see through user ticket details or lack of and can ask the right critical questions.
Walk the employee through the problem-solving process.
Direct/Escalate unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Ticket quality over quantity, treat tickets like a detailed work log which in the end provides support to colleagues who may run into similar issues.
Keep IT documentation up to date.
Close helpdesk tickets upon resolution and in a timely manner.
Follow-up and update employee status and information.
Adhere to the outlined ticket SLA.
Pass on any feedback or suggestions to IT Management.
Identify and suggest possible improvements to procedures.
Rotating On Call Support as outlined in the 2026 calendar year.
Support M&A integration process as needed and or outlined by team members.