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Open nowPosted 143 days ago

Helpdesk Tech Lead

CareTria8 open roles

Where
Somerset, NJ
Work mode
On site
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Your applicationOpen nowHelpdesk Tech LeadCareTria · Somerset, NJ

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 143 days ago

The posting

POSITION SUMMARY:

This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with: KEY RESPONSIBILITIES:

  • Install, modify, and repair computer hardware and software.
  • Test and repair faulty equipment. Replace component parts of computers and printers.
  • Set up and deployment of new desktops, laptops, phones, and printers.
  • Train workers in the use of new software and hardware.
  • Support audio and video equipment in conference rooms.
  • Manage incidents through Help Desk ticketing system.
  • Handle escalated issues that level 1 support may not be able to handle.
  • Responsible for managing and monitoring applications in support of the Help Desk which include:
  • Patching and updating laptops and workstations
  • Anti-virus patching and compliance
  • Microsoft O365 access and creation of mailboxes and distribution lists
  • Work with vendors to research and test new technologies
  • Assist Network and Systems Administration
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Maintain computer hardware and software inventories and coordinate asset management tracking.
  • Assist in adding, modifying and deleting users on the network.
  • Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops.
  • Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.
  • Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
  • Jira (ITSM tool) skillset to include the following:
  • Creating and managing:
  • Projects (company-managed vs team-managed)
  • Custom fields
  • Screens and screen schemes
  • Issue types and schemes
  • Configuring permissions and roles
  • Setting up notifications and automation rules
  • Using Jira Automation (rule builder)
  • Writing logic
  • Basic understanding of conditions, triggers, and actions
  • Evaluating and installing apps from the Atlassian Marketplace
  • Creating dashboards and filters (JQL – Jira Query Language)
  • Building reports
  • Managing access control to views and functions.
  • Designing scalable permission schemes
  • Handling compliance and audit needs

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

  • Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree
  • Business Experience: 3+ years’ experience in an IT-related position

KNOWLEDGE, SKILLS & ABILITIES: · Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products. · Strong problem-solving skills and must be detail-oriented, thorough, and organized. · Demonstrated customer service skills to ensure exceptional customer experience. · Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory. · Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016

PHYSICAL DEMANDS: · Ability to sit or stand for long periods of time if necessary. · Ability to bend, reach and pull as necessary to meet daily demands of the job · Ability to lift 30 lbs. unassisted. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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