Desktop Technician

• Provide Tier I/Tier II support for end-user devices, operating systems (Windows/Mac), and enterprise applications.
• Provide responsive end-user support for employees working on site in the New Jersey office and for remote employees across the East Coast.
• Serve as the primary onsite IT support resource for New Jersey office technology and infrastructure, coordinating with infrastructure, network, security, and other IT teams as needed.
• Provide local smart-hands support for network and infrastructure troubleshooting, including physical checks, connectivity validation, equipment resets, cabling, and coordination with remote engineering teams.
• Provide support to European colleagues when support needs align with reasonable East Coast and European business-hour overlap.
• Lead complex troubleshooting efforts related to hardware, software, user access, and performance issues.
• Administer and support platforms that include Microsoft 365 (Exchange, Teams, OneDrive), Egnyte, Smartsheet, DocuSign, and Confluence.
• Support identity and access services through Azure SSO, SCIM, and MDM.
• Maintain accurate asset records and participate in lifecycle management initiatives.
• Create and maintain best practice documentation and guides for internal use.
• Assist in automating routine processes within ServiceDesk operations primarily through PowerShell automations, ServiceNow workflows, and MDM configuration.
• Participate in desktop solution lifecycle management, including image creation, patching, deployment, and automation scripting.
• Work closely with infrastructure, network, and security teams on cross-functional initiatives.
• Rapidly acquire proficiency in new systems, tools, and platforms.
• Participate in rollouts and pilot testing of new applications, hardware, or infrastructure.
• Balance multiple competing tasks and priorities effectively.

• 3+ years of experience in desktop support or end-user computing roles within a medium-to-large enterprise.
• Strong hands-on experience with Hybrid Active Directory / Azure AD.
• Knowledge of the Microsoft 365 Suite, especially Exchange Online, Teams, OneDrive, and applications.
• Demonstrated ability to administer, configure, and optimize ServiceNow modules relevant to IT support operations.
• Experience managing endpoints through Intune and JAMF.
• Strong analytical and problem-solving skills, with a proven capacity to prioritize and resolve complex problems under tight deadlines, ensuring minimal disruption to business operations.
• Excellent verbal and written communication skills; adept at maintaining professionalism and clear communication when working on high-priority incidents or escalated support requests.
• Experience creating user guides, documentation, or training materials for technical audiences.
• Working knowledge of Windows and macOS environments, network protocols, cybersecurity best practices, and remote support tools.
• Ability to work both independently and as part of a collaborative, cross-functional team.

Preferred Qualifications

• Basic scripting experience (PowerShell, Python, or similar).
• Understanding of security and network fundamentals (VPN, firewalls, endpoint protection, VLANs).
• Comfort serving as onsite smart hands for network and office infrastructure issues while partnering with remote technical teams.
• Initiative and enthusiasm for continuous service improvement.
• Strong organizational and time management skills.
• IT certifications such as CompTIA A+/Network+/Security+, Microsoft 365, or Azure Fundamentals.