IT Support Specialist

The Mid-Level Help Desk Technician provides responsive technical support for end users and helps resolve a broader range of hardware, software, account, and network issues. This role handles end-user tickets, performs troubleshooting, and contributes to improving support processes and documentation.

Key Responsibilities

• Respond to help desk tickets, calls, and messages with professionalism and urgency.
• Troubleshoot and resolve issues involving desktops, laptops, printers, email, mobile devices, and business      applications.
• Diagnose more complex account, access, and connectivity problems.
• Handle escalated issues independently when possible and engage senior staff when needed.
• Document troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Support onboarding and offboarding tasks, including account provisioning and device setup.
• Work with remote support tools and endpoint management platforms.
• Identify recurring issues and recommend process improvements or knowledge base updates.
• Communicate clearly with users and set accurate expectations on resolution time.

Required Qualifications

• 2–4 years of help desk, IT support, or technical support experience.
• Working knowledge of Windows, Microsoft 365, networking fundamentals, and common business applications.
• Experience troubleshooting endpoints, user accounts, printers, and remote access issues.
• Strong problem-solving, communication, and documentation skills.
• Ability to prioritize multiple tickets and work independently.
• Must have reliable transportation and the ability to travel between multiple client locations as needed.
• Must reside within 30 miles of Atlantic City, New Jersey.

Preferred Qualifications

• Experience with ConnectWise, ServiceNow, GovPilot, or a similar ticketing system.
• Familiarity with Active Directory, MFA, VPNs, and endpoint management tools.
• Associate degree, technical certification, or equivalent hands-on experience.

Working Conditions

• May require occasional after-hours.
• Primarily office-based at the client’s Atlantic City location.

This position requires prolonged computer and desk work, occasional lifting of up to 50 pounds, and regular collaboration within a professional office environment.

Success Metrics

• First-contact resolution rate
• Ticket response and resolution time
• Escalation quality and accuracy
• User satisfaction
• Documentation quality
• Contribution to process improvement and knowledge sharing