Sr IT Support Specialist

DEXTER TECHNOLOGIES INC•Morristown, NJ

1d•$30 - $35•Hybrid

About The Position

The Sr. IT Support Specialist provides day-to-day Help Desk and end-user support, including Tier 2 support and escalation for complex technical issues. The role installs, configures, maintains, troubleshoots, and supports computers, mobile devices, peripherals, applications, and other company technology. It also supports end-user technology lifecycle activities and enterprise technologies across virtual and cloud-based environments, remote access, authentication, printing, and related systems. The specialist collaborates with users, IT teams, and vendors to resolve issues and support business needs; participates in technology evaluations, implementations, upgrades, migrations, and IT projects; and provides technical guidance to other support team members. The role also maintains documentation and equipment records, trains employees when appropriate, identifies opportunities to improve systems and support processes, and follows established IT service-management, security, operational, and company practices. The position is based in Morristown, New Jersey, with four days onsite per week and flexible work-from-home options. Travel may be required, equipment weighing up to 30 pounds must be handled, and occasional after-hours support may be needed. This is a long-term contract position.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant technical certifications or equivalent practical experience are also accepted.
3–5+ years of progressively responsible IT support, desktop support, endpoint support, or related technical experience.
Strong working knowledge of Microsoft Windows operating systems, Microsoft 365, and enterprise end-user computing environments.
Experience troubleshooting hardware, software, applications, connectivity, authentication, remote access, and other end-user technology issues.
Experience with endpoint management, software deployment, imaging, patching, remote support, mobile-device management, and related enterprise technologies.
Working knowledge of cloud, virtualization, virtual desktop, security, authentication, and remote-access technologies.
Strong analytical, troubleshooting, and problem-solving skills, including the ability to independently resolve complex technical issues.
Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
Strong written, verbal, customer-service, and interpersonal communication skills.
Ability to work independently and collaboratively with users, team members, management, other IT teams, and external vendors.
Ability to lift, move, install, and handle technology equipment weighing up to 30 lbs.

Nice To Haves

Relevant technical certifications and continued technical education are desirable.

Responsibilities

Provide day-to-day Help Desk and end-user support by responding to calls, tickets, service requests, incidents, and technical issues.
Provide Tier 2 support and act as an escalation resource for complex hardware, software, application, access, connectivity, and other technology issues.
Take ownership of technical issues and work with users, other IT teams, and vendors through resolution.
Install, configure, maintain, troubleshoot, and support computers, mobile devices, peripherals, applications, and other company technology.
Support the deployment, configuration, management, maintenance, and lifecycle of end-user technology using imaging, endpoint-management, software-deployment, remote-support, and related technologies.
Support enterprise technologies, including virtual and cloud-based environments, remote access, authentication, printing, and other organizational systems.
Collaborate with IT teams and vendors to troubleshoot issues, implement solutions, and support business and technology needs.
Participate in evaluation, testing, implementation, upgrades, migrations, and ongoing support of new and existing technologies.
Participate in IT projects and initiatives as directed by management.
Provide technical guidance, knowledge-sharing, and assistance to other IT Support team members.
Create and maintain technical documentation, procedures, knowledge articles, troubleshooting guides, and training materials.
Train and assist employees with technology usage and troubleshooting when appropriate.
Maintain accurate support, asset, inventory, and equipment records in applicable company systems.
Identify opportunities to improve technology, support processes, documentation, automation, and the end-user experience.
Maintain knowledge of current and emerging technologies relevant to the organization’s environment.
Maintain a high degree of customer service and follow established IT service-management, security, operational, and company practices.