Service Desk Technician

Turtle and Hughes•Franklin Township, NJ

6d•$20 - $25•Onsite

About The Position

The Service Desk Technician is the first point of contact for IT-related issues and requests. This role is responsible for providing technical support, troubleshooting problems, and ensuring timely resolution of incidents to maintain business continuity and user satisfaction.This position is a full-time, 40 hours per week position based in Somerset, NJ and will include occasional travel to other locations. It requires on-call after-hours paid support on a scheduled rotation with the rest of the support team. The work schedule for this position is flexible and can range from 7:00am - 6:00pm, Monday – Friday, with the possibility of occasional weekend work for special projects.

Requirements

Strong customer service and communication skills
Ability to work independently and collaboratively in a team environment
Ability to prioritize tasks and perform effectively under pressure in a fast-paced environment
Strong problem-solving and analytical skills, with a desire to continue developing technical expertise
Working knowledge of IT hardware and software systems
Understanding of Windows/Mac OS, Microsoft 365, Active Directory, and Microsoft Entra ID
Willingness to learn new systems and applications and adapt quickly to changing business needs

Nice To Haves

High school diploma or at least 1 year of experience in an IT support role
Self-motivation, initiative, and strong analytical skills with close attention to detail
Additional IT coursework, certifications, or a college degree preferred
Basic knowledge of network technologies
Familiarity with ITIL principles and incident management processes
Experience with ticketing systems such as Freshservice or ServiceNow
Experience with remote support tools such as TeamViewer, NinjaOne Remote, or SOTI MobiControl

Responsibilities

Monitor and manage ticket queues to ensure timely response and closure.
Support multiple projects simultaneously, prioritizing work and resolving emergencies as they arise.
Diagnose and resolve hardware, software, and network issues within defined SLAs.
Support all RF related hardware equipment necessary to the operation of the site, including, but not limited to, Zebra RF scanning guns, Zebra wireless and stationary printers, and Panasonic and Zebra cell phones.
Escalate complex issues to appropriate support teams while maintaining ownership until resolution.
Document all interactions and resolutions accurately with in a ticketing system.
Provide guidance and training to end-users on standard applications and IT policies.
Assist in onboarding and offboarding processes, including account setup and access management.