Help Desk Technician

Salary: $47,500 - 54,000 per year Requirements:

• We require two to four years of professional IT help desk, desktop support, or technical support experience.
• We require prior experience supporting multiple clients in a managed services provider environment.
• We need working knowledge of Windows 10 and Windows 11, Microsoft 365 applications, user accounts, and common endpoint troubleshooting.
• We need a basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and how endpoints, networks, and cloud services interact.
• We require the ability to troubleshoot systematically, document work accurately, juggle competing priorities, and recognize when escalation is necessary.
• We need strong verbal and written communication skills, along with a professional, client-service mindset.
• We require the ability to work on-site in Lyndhurst, New Jersey, during the assigned schedule and travel locally when business needs require it.
• We need willingness to perform hands-on technical work and provide troubleshooting support at client locations after training.
• We require the ability to pass job-related background screening and meet client-site access requirements, subject to applicable law and company policy.
• We prefer an interest in, and hands-on experience with, building, upgrading, repairing, or configuring desktop workstations and integrating common hardware and peripherals.
• We prefer CompTIA A+, Network+, Security+, or an equivalent current certification.
• We prefer Microsoft 365 Fundamentals, Microsoft Azure Fundamentals, or a related Microsoft certification.
• We prefer experience with remote monitoring and management, ticketing, documentation, endpoint security, and remote support platforms.
• We prefer experience with Entra ID, Active Directory, Intune, Exchange Online, and multifactor authentication support.
• We prefer familiarity with IP cameras, network video recorders, video management software, access control panels, card readers, credentials, and door hardware terminology.
• We require an associate degree.
• We require two years of help desk experience.
• We require two years of Windows experience.
• We prefer a willingness to travel up to 25%.

• We serve as the first point of contact for support requests received by telephone, email, remote support tools, and the ticketing system.
• We create complete and accurate tickets, capturing the affected user or site, symptoms, impact, troubleshooting performed, resolution, and follow-up actions.
• We classify and prioritize incidents and service requests according to established procedures, contractual service levels, and business impact.
• We resolve common Level 1 issues independently using approved procedures, knowledge articles, and remote support tools.
• We escalate incidents promptly with useful diagnostic details and maintain client communication through handoff and closure.
• We monitor assigned queues, update ticket status and time entries, and confirm user acceptance before closing completed work.
• We support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint access, and standard Office desktop applications.
• We perform approved user account tasks such as password resets, multifactor authentication help, license assignment, mailbox access, and group membership changes.
• We troubleshoot Windows workstations, laptops, printers, peripherals, basic application issues, system performance, connectivity, and user profile problems.
• We assist with workstation deployment, configuration, patching, software installation, endpoint security checks, and equipment inventory updates.
• We integrate computers, monitors, docks, printers, peripherals, and other supported equipment into client and internal environments and verify reliable operation.
• We follow identity verification, least-privilege, change control, and security procedures before modifying accounts, devices, or access rights.
• We provide first-level support for supported video surveillance and access control platforms, including basic client application, connectivity, device status, and user access issues.
• We assist users with common tasks such as viewing live or recorded video, exporting footage, acknowledging basic system alerts, credential administration, and access schedule questions, when authorized.
• We perform initial triage for offline cameras, recorders, controllers, readers, and related devices by checking power, network connectivity, application status, and documented system health indicators.
• We document affected devices, doors, cameras, sites, error messages, and operational impact before escalating to a senior technician, engineer, vendor, or field team.
• We treat door-security failures, unavailable critical cameras, and other urgent conditions according to established escalation and notification procedures.
• We communicate professionally with users of varying technical skill levels and set clear expectations for status, next steps, and resolution timing.
• We maintain client confidentiality and protect passwords, recordings, access-control information, system diagrams, and other sensitive data.
• We create and improve internal knowledge articles, troubleshooting notes, asset records, and client documentation.
• We coordinate with Level 2 and Level 3 engineers, project teams, vendors, and field technicians to support incident resolution and service delivery.
• After completing required training, we visit nearby client sites to provide hands-on troubleshooting, equipment deployment, and technical support when remote resolution is not appropriate.
• We participate in training, team meetings, and scheduled support coverage, including after-hours coverage when assigned and properly scheduled.

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• Microsoft 365
• Network
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365

More:

We are hiring a Level 1 Help Desk Technician for our Lyndhurst office. This is an on-site role with a full-time schedule during the initial three to four months of training and performance review; after that, a hybrid arrangement may be considered based on performance, training completion, and business needs, but it is not guaranteed. The role offers a salary of $47,500 to $54,000 per year, along with benefits that include 401(k), 401(k) matching, health insurance, and paid time off. We are looking for a hands-on technician who enjoys building and integrating hardware, supporting multiple clients, and providing dependable client service in a managed services environment.

last updated 39 week of 2026