What are the responsibilities and job description for the IT support Spec position at Idexcel?
Job Title: IT Technical Support/Asset Management
Location: Ridgefield Park, NJ (100% Onsite)
Duration: Long term
Overview:
We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 6 years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments.
Job Description:
Support PC or other computing device deployment, administration and support, printer maintenance, technical support of moves, add and changes; application troubleshooting and support of office productivity tools such as Microsoft Word, PowerPoint, Excel, Adobe Acrobat, and other Client applications.
Will have experience in hardware and software installation, troubleshooting and user support.
Must have a high enough level of expertise to meet the needs of the operational needs as related to help desk/support tasks.
Serving as an escalation point of contract for internal applications, hardware, mobile, and remote technology.
Following up on any outstanding issues with customers regarding the status and closure of incidents/requests
Provide VIP Support for executives.
Troubleshooting and resolving all hardware, software, and network problems
Escalate issues to third-level support teams.
Document procedures, FAQs, and inventory of assets
Must be willing to travel up to 10% of the time.
Perform other job-related duties as required.
Own transportation between client sites (NJ area) during their support activities
Require continuity of operations plan or Disaster Recovery Plan in place designed to ensure services can be delivered in the event of a major service affecting events.
All tickets resolved must be document the solution steps and close the incident per customer procedures.
Must be ready and able to interact with requestor via phone, chat, email, and update tickets in clear and concise English. Proper spelling and communication skills are essential to ensure quality services. IT helpdesk/Support agent quality issues must be addressed to customer’s satisfaction.
Level 1 Service Desk support that is proficient in answering calls/email messages/chat, professionally, courteously, and in a timely manner consistent. support PC or other computing device deployment, administration and support, printer maintenance, technical support of moves, add and changes include managing customer asset return, Computer Disposal etc.
MS Office, Adobe, Security S/W: (AV, Escort, NASCA, Secur)
