Help Desk Support Technician with iManage Level 1 & 2 Support Gibbsboro, NJ Temp to perm 25 hr ray rate The Help Desk Technician is responsible for supporting inbound tickets and phone calls for clients in a fast-paced environment across diverse network environments. The primary role of this position is to provide outstanding Help Desk Support and customer service for iManage and other general service requests, incidents, and problems reported by end users. We are looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a "can do" attitude.
Job Responsibilities: - Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion
- Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
- Advanced remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain internal and/or client-facing documentation as changes or knowledge is found
- Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
- Support of backup and disaster recovery solutions.
- Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
- Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
- Fast and timely turn around on all customer requests and escalations
- Ability to work in a fast pace team environment
- Communication to our clients, vendors, and internally via phone, email, and ticketing system
- Escalating requests to appropriate higher-level team members or departments when needed
- Responsible for entering time and expenses as it occurs in our ticketing system
- Ability to work independently with locating information to assist a customer/vendor
- Enter all communication and work inside a service ticket
- Ability to assist and or train other team members when assistance is needed
- Part of an On-Call Rotation for After Hours support
Experience: - Minimum High School Diploma or equivalent
- College level courses in IT and/or certification preferred
- Windows, Office 365, Active Directory, Help Desk, Desktop Support, Level 1 and Level 2 Technical Support.
- Minimal 3 years of experience in similar role
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Intermediate diagnostic skills of technical issues
- Knowledge of IT applications, processes, software, and equipment, including iManage
- Strong organizational and customer service skills
- Interpersonal skills: such as communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
- Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications
If interested please send resume to