• Morris County, New Jersey
• IT
• 55K - 65K
• Full Time regular employee
•  9:00 - 17:00

Job Description

【Position】
 IT Helpdesk

【Essential Duties】
 Customer Support:
• Provide first-level support for customer inquiries and technical issues through various communication channels, including phone, email, and chat.
• Tailor responses and assistance to the technical level of the customer, ensuring clear and understandable explanations.
• Empathetically assist clients with limited IT knowledge in a patient and supportive manner, helping them feel comfortable and confident in resolving their technical issues.

Issue Resolution:
• Assist users in troubleshooting hardware, software, and network-related problems, adapting explanations to the client's technical proficiency.
• Document and track customer issues in a ticketing system, ensuring timely resolution and maintaining communication with clients.
• Proactively identify and address recurring technical challenges faced by clients with limited IT knowledge by creating user-friendly guides and instructions.

Training and Guidance:
• Offer guidance and training to clients and end-users, adapting training materials to the client's technical literacy.
• Create user-friendly documentation, video tutorials, or step-by-step guides to empower clients with basic IT knowledge to solve common issues on their own.
• Host webinars or training sessions for clients to enhance their IT proficiency.

Documentation:
• Maintain accurate records of customer interactions, issues, and resolutions.
• Contribute to the creation of knowledge base articles and FAQs for user self-help.

Customer Satisfaction:
• Ensure a high level of customer satisfaction through professional and efficient support.
• Collaborate with customers to address their technical needs and build strong relationships.

【Working Hours, Working style】
9:00 - 17:00
 Full Time Onsite

【Working Location】
Morris County, NJ

【Salary, Benefit】
55K - 65K

【Holidays】
Saturday, Sunday, Holidays

【Qualifications】
• Relevant certifications (e.g., CompTIA A+, Network+, or similar).
• Proven experience in a Help Desk Specialist role or similar technical support position.
• Strong technical knowledge of hardware, software, operating systems, and basic network concepts.
• Excellent problem-solving and communication skills.
• Ability to work independently and flexibly in a team, prioritize tasks, and meet deadlines.
• Physical ability to lift/move equipment as needed, and the flexibility to travel to the office or client sites when requested.
• Capacity to adapt to out-of-office hours work when necessary.
• Must have a valid driver's license. If not currently in possession of one, the ability to obtain a driver's license will be required for this position.

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