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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer - NJ/NY - **Company:** Betsol, LLC - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Adobe Acrobat, JIRA, Configuration Management Databases, Collaborative Software, System Configuration, Data Security, Virtual Private Networks (VPN), Local Area Networks, Network Security, Microsoft Office, Networking Basics, Server Administration, Time Tracking Software, User Provisioning Software, Wi-Fi Technology, Enterprise Software Applications, Software Troubleshooting, Malware, Computer Equipment, Laptops, Servicenow - **Published:** September 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fb338b8022ffb7bf ## About the Role * Strong knowledge of Windows OS installation, configuration, troubleshooting, and support. * Hands-on experience with desktop/laptop hardware and software troubleshooting. * Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues. * Familiarity with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management. * Working knowledge of ITIL processes: Incident, Request, Problem, and Change Management. * Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management. * Strong analytical, troubleshooting, and independent problem-solving skills. * Must be willing to commute and work on-site at client locations in NY and NJ, 2-3 times per week. Travel expense reimbursement policy provided. Certifications (Preferred) * MCSE, MCITP, MCTS, or equivalent certifications are an added advantage. Experience & Education * Experience: 3+ years of experience as a System Administrator, Helpdesk Administrator, or equivalent role. * Education: Bachelor's Degree in an IT-related discipline or equivalent. ## Description Support & Operations * Provide onsite support for Customer offices as needed. * Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks. * Facilitate employee onboardings and offboardings. * Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware. * Provide technical support for desktops, laptops, printers, scanners, and other end-user devices. * Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests. * Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions. * Deliver timely resolution while maintaining high customer satisfaction. Ticket & Service Management * Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms. * Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures. * Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes. * Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices. System & Software Administration * Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops. * Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools. * Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses. * Configure user profiles, email accounts, and basic system policies as required. Network & Connectivity Support * Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues. * Configure and support network and local printers. * Coordinate with network and security teams for escalations related to infrastructure issues. Asset, Inventory & Lifecycle Management * Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal. * Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc. * Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares. * Support e-waste management and e-recycling activities in compliance with company policies. User Lifecycle Management * Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery. * Ensure data security and compliance during employee exits by following standard IT procedures. Compliance, Documentation & Continuous Improvement * Follow IT policies, security standards, and compliance requirements. * Create and update technical documentation, SOPs, and knowledge base articles. * Proactively identify opportunities to improve processes, automation, and service delivery. * Collaborate with cross-functional IT teams for projects, upgrades, and rollouts. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Enhancing Workload Security in Kubernetes](https://www.wearedevelopers.com/videos/356-enhancing-workload-security-in-kubernetes) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)