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2 results for Help Desk Technician Ii in Morristown, NJ
- New York, New York
- onsite
- Temporary / Contract
- 35.625 - 41.25 USD / Hourly
- We are looking for a Help Desk Manager to lead day-to-day support operations and deliver dependable IT assistance for users across the organization in New York, New York. This Long-term Contract position is ideal for a hands-on leader who can oversee service delivery, strengthen support processes, and guide technical teams in a fast-paced environment. The role requires strong experience with Microsoft technologies and a practical approach to resolving issues, improving workflows, and maintaining stable end-user services.<br><br>Responsibilities:<br>• Direct daily help desk activities, ensuring timely resolution of service desk tickets and consistent support for end users.<br>• Supervise deskside support and remote assistance efforts while promoting high service standards across the support team.<br>• Manage and maintain core Microsoft environments, including Windows Server, Microsoft 365, Azure, and SharePoint.<br>• Oversee user account administration, access controls, and directory services within Active Directory.<br>• Create, update, and enforce Group Policy settings to support security, system configuration, and operational consistency.<br>• Use PowerShell scripting to automate repetitive administrative tasks and improve support efficiency.<br>• Monitor ITSM workflows, track ticket trends, and implement process improvements that enhance response and resolution times.<br>• Partner with internal stakeholders to address technical issues, prioritize support needs, and maintain reliable IT operations.
- 2026-09-21T00:00:00Z
- Montvale, New Jersey
- onsite
- Permanent / Full Time
- 90000 - 100000 USD / Yearly
- <p>We are seeking a hands-on <strong>IT Client Services & Help Desk Lead</strong> to lead IT support and deliver an exceptional end-user experience.</p><p>This role combines <strong>hands-on technical support, help desk leadership, MSP management, and service improvement</strong>. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP).</p><p><br></p><p><strong><u>Key Responsibilities</u></strong></p><p><br></p><p><strong>Hands-On Technical Support</strong></p><ul><li>Serve as a senior help desk resource and resolve end-user issues.</li><li>Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.</li><li>Manage tickets through resolution and provide user updates.</li><li>Provide remote, desk-side, and executive support.</li><li>Build, configure, and deploy end-user systems.</li><li>Participate in on-call escalations as needed.</li><li>Document resolutions and maintain knowledge base articles.</li></ul><p><strong>Help Desk & MSP Management</strong></p><ul><li>Oversee daily help desk operations and ticket queues.</li><li>Monitor SLAs and ensure timely resolution.</li><li>Determine which issues should be handled internally vs. by the MSP.</li><li>Serve as the escalation point for complex issues.</li><li>Hold the MSP accountable for service quality and resolution times.</li><li>Lead recurring MSP operational reviews.</li><li>Increase the number of tickets efficiently handled by the MSP.</li></ul><p><strong>Customer Service & Service Improvement</strong></p><ul><li>Build strong relationships with employees across the organization.</li><li>Deliver excellent customer service and communicate effectively during outages.</li><li>Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.</li><li>Develop support standards and procedures.</li><li>Reduce ticket volume, backlog, and aging while improving first-contact resolution.</li></ul><p><strong>Documentation & Knowledge Management</strong></p><ul><li>Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.</li><li>Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.</li><li>Ensure processes are consistently followed by internal IT staff and the MSP.</li><li>Partner with infrastructure, security, and application teams on operational documentation.</li><li>Audit MSP documentation and ensure critical IT knowledge remains within the organization.</li><li>Support business continuity and disaster recovery through operational runbooks.IT Client Services & Help Desk Lead</li></ul>
- 2026-09-15T00:00:00Z