IT Support Specialist Level 2 - Parsippany, NJ Job at Layer 7 Consulting in Lake

Overview

IT Support Specialist Level 2 – Parsippany, NJ for Layer 7 Consulting. The IT Support Specialist – Level 2’s role is to facilitate troubleshooting and assistance of our client base and provide issue resolution and documentation. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary.

Responsibilities

• Track customer issues and resolutions
• Field incoming requests from end users
• Perform post-resolution follow-ups to help requests
• Coordinate with fellow team members on escalations

Minimum Requirements

• Strong desktop support/implementation skills for Windows 7-10, Mac OSX
• MS Office products and Office 365 Email knowledge
• Windows Servers (some Server Installation/maintenance experience preferred)
• Highly self-motivated, ability to prioritize, and attention to detail
• Working knowledge of VPN, firewalls, security and network (wired and wireless) troubleshooting
• 3-5 years\' experience in IT help desk, customer service, answering calls and resolving issues remotely
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• General knowledge of ticketing system
• Effective verbal and written communications
• A valid driver\'s license and a reliable car since this position entails occasional traveling to client sites throughout northern NJ

About Layer 7 Consulting

Layer 7 Consulting is a full service Managed Service provider based in Parsippany, NJ with offices in New York and Chicago. Layer 7’s client base consists of several verticals including professional services, financial, pharmaceutical/healthcare, light manufacturing, government contractors, nonprofit and education.