Desktop Service Desk Support Specialist (Morristown, NJ)

Crum & Forster • Morristown, NJ

11h • $48,500 - $80,900

About The Position

The Helpdesk Support Specialist is responsible for supporting IT processes by leveraging technology to assist end users, achieving business goals, and ensuring optimum performance of existing systems. We are hiring an experienced Helpdesk Support Specialist to help provide white glove customer service to our employees. The Helpdesk Support Specialist should be able to help identify and prioritize incoming issues accordingly as well as when to communicate such issues to the appropriate management and/or external teams. If you are dedicated and ambitious, C&F is an excellent place to grow your career.

Requirements

• Information Systems/Computer Science Degree, A+ Certification, or 3-5+ years of job experience, including helpdesk or ticketing system experience.
• Experience working with a Ticketing System – Remedy, Service Now, Manage Engine, etc.
• Experience covering a Help Desk Hotline
• Experience dealing with a highly diverse set of business users nation-wide
• The ability to perform white glove service to our end users.
• Ability to work independently with a keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office and Outlook within a network environment.
• Experience handling remote VPN access technology, two-factor authentication and troubleshooting.
• Extensive experience working with different operating systems including Windows and Mac OS
• Mobile devices setup and troubleshooting including iPhone and Android operating systems.
• Knowledgeable with desktop applications and client services on cloud, mobile, traditional desktop configurations, and desktop virtualization technologies, including Citrix and VMware.
• Proven analytical and problem-solving abilities.
• Strong written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Team-oriented and the ability to effectively work with a collaborative environment.

Nice To Haves

• Microsoft and relevant technical certifications and education desirable.

Responsibilities

• Act as the initial point of contact for all computer and system related concerns from employees answer queries via phone, email, or helpdesk tickets.
• Maintain a high degree of customer service and adhere to all service management principles.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Assist in resolving hardware/software issues for end users.
• Train and guide staff on hardware and software usage if necessary.
• Take ownership of end user problems and be proactive in finding resolutions.
• Coordinate with vendors to resolve technical issues with desktops and software.
• Work on IT projects as directed by management.
• Assist in technical upgrading and maintaining desktop systems.
• Install hardware (computers, monitors, servers, UPS, routers, switches, etc.)
• Manage all equipment and perform periodic inventories as required.
• Troubleshoot mobile devices, configure new devices.
• Install and configure computer systems and applications within the company.
• Occasional travel to other company locations will be required.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is supporting your career development, so we provide a wealth of ways for you to keep learning, which may include tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree