Title IT Support Specialist
LocationNew Providence, NJ
Job Information


  • Providing internal support, resolve technical issues, log and escalate technical issues as appropriate.
  • Troubleshooting and problem solving efficiently by using active listening skills and asking pertinent, specific questions.
  • Identifying and organizing tickets according to priority / severity.
  • Providing advanced support of laptops, desktops, mobile devices and applications utilized by internal and remote employees.
  • Tracking, routing problems, requests and document resolutions.
  • Closing tickets in a timely manner and follow up with all end users to ensure customer satisfaction.
  • Performing hardware (including desktops, laptops, printers, sound and video cards, peripherals) and software installations (including operating systems, third-party and in-house developed applications).
  • Providing on-the-job training to new department staff members.
  • Providing computer orientation to new company staff, and providing information on operational or maintenance aspects of system equipment.
  • Actively updating existing or creating new procedures relating to the IT Operations group’s responsibilities.
  • Owning assigned projects and tasks within the IT Operations team.



  • 2 – 5 years of IT Infrastructure and maintenance support, preferably within a call center environment
  • 3 + years of extensive telephony support preferred
  • Cloud based technology experience – Office 365, One Drive for business, Skype for Business
  • Previous Active Directory administration, DHCP, DNS
  • Ability to troubleshoot LAN/WAN routing and connectivity issues
  • General knowledge of routing, switching, and firewalls
  • Basic Cisco (or other) network equipment knowledge
  • Experience with various modern desktop and server operating system administration
  • Experience and/or exposure to Windows Server 2008 R2, 2012 R2
  • Understanding of RDS server environments
  • Ability to create and maintain Help Desk tickets to track issue resolution
  • Creating and maintaining technical documentation
  • An understanding of remote support tools via VPN and RD
  • Microsoft Office experience
  • Excellent communication and documentation skills with a strong attention to detail
  • Ability to learn and support new applications and technologies.
  • Strong focus on providing a high degree of service by taking ownership of projects, tasks, and trouble tickets
  • Scheduling flexibility, and a willingness to work outside of a traditional 9 – 5 schedules
  • 4 Year College degree in relevant background (Computer Science, Engineering, Etc.) or equivalent experience

10% Travel required between internal locations

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