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4 results for Help Desk Tier 2 in Woodbridge, NJ

Help Desk Manager

Montvale, NJ
onsite
Permanent / Full Time
90000 - 100000 USD / Yearly
We are seeking a hands-on Manager, IT Client Services & Help Desk to lead IT support and deliver an exceptional end-user experience.This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP). Key Responsibilities Hands-On Technical Support<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>Help Desk & MSP Management<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>Customer Service & Service Improvement<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>Documentation & Knowledge Management<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.</li></ul>
2026-09-10T00:00:00Z

Level 1 Support Technician

Brick, NJ
onsite
Permanent / Full Time
50000 - 60000 USD / Yearly
We are looking for a skilled Level 1 Support Technician to provide dependable technical assistance for client environments. This role is suited for someone who enjoys solving user issues, maintaining stable systems, and building positive client relationships through responsive service. The position also supports infrastructure upkeep, accurate documentation, and participation in an on-call rotation to address urgent matters outside standard business hours. Responsibilities:• Deliver front-line technical assistance for user systems, business applications, and everyday IT issues, working to restore service efficiently.• Oversee the health of client technology environments by identifying issues early and helping maintain system reliability and uptime.• Partner with internal team members to deploy and support new hardware, software, and other technology solutions for clients.• Record troubleshooting steps, resolutions, and environment details to keep service documentation complete and current.• Communicate with clients clearly and attentively, gather issue details, and provide clear progress updates throughout the support process.• Participate in a rotating after-hours support schedule for one week each month to respond to urgent technical needs.• Support administration and troubleshooting across Windows-based systems, Active Directory, and Microsoft 365 environments.• Assist with basic network issue resolution and ticket management within a structured service desk workflow.
2026-09-01T00:00:00Z

PC Technician

Manasquan, NJ
onsite
Temporary / Contract
22 - 25 USD / Hourly
We are looking for a dependable PC Technician to support device operations for an organization in Manasquan, New Jersey. This is an ongoing contract position and is ideal for someone who enjoys hands-on technical work, organized asset tracking, and day-to-day user support in an office-based environment. The role focuses on Chromebook administration, equipment logistics, and basic hardware troubleshooting while helping maintain smooth technology distribution and account management. Responsibilities:• Manage user accounts and routine administrative tasks within the Google Admin environment.• Prepare Chromebooks and related accessories for shipment to employees and process returned equipment accurately.• Maintain current inventory and assignment records for issued devices using spreadsheets and tracking systems.• Inspect incoming hardware to verify condition, update status records, and coordinate redeployment when appropriate.• Provide hands-on support for Chromebook setup, configuration, and basic device troubleshooting.• Assist with minor physical repairs on Chromebooks and peripherals, with training available as needed.• Support general IT help desk activities related to end-user hardware and device readiness.• Organize cables, accessories, and associated hardware to ensure equipment is complete and ready for distribution.
2026-09-03T00:00:00Z

Desktop Team Supervisor

Maryknoll, NY
onsite
Permanent / Full Time
70000 - 81900 USD / Yearly
We are looking for an experienced Desktop Team Supervisor to lead daily support operations and provide advanced technical guidance for end users in Ossining, New York. This role combines hands-on troubleshooting with team leadership, ensuring reliable desktop services across office and remote environments. The ideal candidate brings strong experience with Microsoft technologies, endpoint management, and service desk coordination while fostering the growth of support staff. Responsibilities:• Lead the desktop support team by assigning work, guiding technicians through complex issues, and promoting consistent service standards.• Act as the senior escalation resource for unresolved hardware, software, access, and connectivity problems affecting onsite and remote users.• Oversee support for Windows and macOS devices, helping team members strengthen their technical capabilities through coaching and mentorship.• Manage desktop-related initiatives and coordinate tasks within the team’s area of responsibility to ensure timely completion.• Deliver user support for computers, applications, and peripherals across office locations, remote sites, and home-based work settings.• Administer and support core technologies such as Microsoft 365, Intune, Active Directory, Entra ID, Azure, and network access tools including VPN connectivity.• Investigate and resolve endpoint and application issues, including malware concerns, disk-related failures, file recovery needs, and encryption-related problems.• Maintain accurate ticket and incident records, document resolutions clearly, and ensure security-related issues are tracked and addressed appropriately.• Coordinate with infrastructure, security, development, and external technology partners to resolve issues and improve support operations.• Monitor equipment assignment records in the inventory system and provide clear status updates, recurring issue trends, and resolution information to leadership.
2026-09-03T00:00:00Z