Desktop Support Engineer

The Desktop Consultant for the 2nd shift is responsible for providing Level 1 and Level 2 technical support for desktop and laptop users in a fully onsite environment. This role involves troubleshooting hardware and software issues, supporting customers via multiple communication channels, and maintaining IT systems within a 24x7 team structure. The position requires collaboration with IT and SLA teams, vendor coordination, and occasional travel to other sites. Responsibilities:

• Provide Level 1 and 2 support for desktop and laptop users during the 2nd shift (4pm-12am, Tuesday to Saturday).
• Troubleshoot hardware, software, network, and connectivity issues including LAN, server, and Wi-Fi.
• Install and configure hardware and software on workstations.
• Set up and maintain network and telecommunications systems.
• Manage Windows Active Directory and Exchange environments.
• Re-image computers and perform data migrations and restorations.
• Utilize ticketing systems to track and resolve issues.
• Maintain accurate asset management records.
• Collaborate with IT staff and SLA teams on system maintenance, configuration, and interdepartmental projects.
• Work with vendors and manufacturers for repair and maintenance of IT equipment.
• Support printer systems and troubleshoot related issues.
• Conduct remote problem solving and provide customer support via phone, email, and remote tools.
• Travel occasionally to other NJ Transit sites as required.

• College degree and/or 4-6 years of relevant experience.
• Minimum 5 years experience installing hardware and software on workstations.
• Minimum 5 years experience setting up and maintaining network and telecommunications systems.
• Minimum 5 years experience managing Windows Active Directory and Exchange.
• Strong troubleshooting skills for hardware, software, network, and printer systems.
• Familiarity with DHCP, DNS, LAN, WAN, and common networking concepts.
• Basic understanding of ITIL foundation processes including Incident, Request, and Change management.
• Excellent customer service and communication skills.
• Ability to support users in person, by phone, email, and remote access tools.
• Must be able to work onsite from 4pm to 12am, Tuesday through Saturday.

• Experience with scripting languages.
• Experience with Mobile Device Management (MDM), specifically Airwatch.

• Must work fully onsite five days per week (Tuesday to Saturday, 4pm-12am).
• Must be available to work certain holidays as required.
• Absences longer than two weeks require prior approval and contact availability.
• Occasional travel to other NJ Transit sites is required.

• Second shift schedule: Tuesday through Saturday, 4:00 PM to 12:00 AM.
• Part of a 24x7 support team covering after-hours IT support.