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Job Description Harwood Lloyd LLP, based in Hackensack NJ is seeking a motivated and detail-oriented Entry-Level Helpdesk Technician to support the technology needs for Harwood Lloyd's employees (including remote attorneys). This role provides hands-on experience with PC hardware deployment, workstation setup, troubleshooting, and Microsoft-based systems in a professional legal environment. The ideal candidate is eager to learn, customer-service focused, and capable of supporting day-to-day IT operations. ABOUT HARWOOD LLOYD Harwood Lloyd, LLP is a full-service law firm that proudly serves regional and individual clients by offering the personal attention and service of a boutique firm with the experience and quality of a large national firm. Today, our firm has grown to a roster of over 35 attorneys, each of whom has been carefully selected to ensure that we can meet the increasing demand for high levels of sophistication in every segment of the metropolitan area's expanding market. Harwood Lloyd's talent has been recognized by top publications in the legal industry, including US News - Best Lawyers in America "Best Law Firms," 201 Magazine's Top Lawyers, and Super Lawyers. Our team shares the common goal of providing clients with high-quality customer service and excellent legal representation. We strive to create an environment where employees feel empowered to thrive personally and professionally. HELPDESK TECHNICIAN Key Responsibilities • Deploy, configure, and maintain PC hardware, laptops, peripherals, and mobile devices, • Set up and provision new employee workstations, including hardware, software, and user access, • Provide first-level technical support for desktop, laptop, printer, and basic network issues, • Troubleshoot hardware, software, and connectivity problems in a timely and professional manner, • Support Microsoft platforms, including Windows OS, Microsoft 365, Outlook, Teams, and related applications, • Assist with system updates, patches, and routine maintenance, • Support basic security practices, including password resets, MFA setup, and endpoint security tools, • Maintain accurate inventory of IT equipment and assist with asset tracking, • Document issues, resolutions, and procedures as needed, • Escalate complex technical issues to senior IT staff or external vendors when appropriate, • Entry-level experience or coursework in Information Technology, Computer Science, or a related field, • Basic understanding of PC hardware, workstation setup, and troubleshooting, • Familiarity with Microsoft Windows operating systems and Microsoft 365 applications, • General understanding of IT security concepts and best practices, • Strong problem-solving skills and attention to detail, • Excellent communication and customer service skills, • Ability to work independently and as part of a team, • Entry-level experience or coursework in Information Technology, Computer Science, or a related field, • Basic understanding of PC hardware, workstation setup, and troubleshooting, • Familiarity with Microsoft Windows operating systems and Microsoft 365 applications, • General understanding of IT security concepts and best practices, • Strong problem-solving skills and attention to detail, • Excellent communication and customer service skills, • Ability to work independently and as part of a team, • Full-time, onsite position, • Requires moving, lifting, and setting up IT equipment (5–10 lbs.)

Job Description JOB SUMMARY Our team is dedicated to ensuring our Clients' satisfaction remains our top priority. The role of the Senior Helpdesk Engineer is crucial in achieving this objective. This individual is responsible for handling escalated support requests within the Service Delivery Team, addressing issues that the Junior Helpdesk Technician may find challenging. The Senior Helpdesk Engineer collaborates with the Service Delivery Manager for guidance and support when necessary. RESPONSIBILITIES & TASKS Customer Service • Address and resolve escalated Helpdesk Tickets promptly., • Strive to provide Clients with a positive, efficient, and supportive experience., • Offer advanced remote troubleshooting assistance to Clients., • Utilize our Ticketing System to manage and resolve Helpdesk Tickets and Service Requests., • Maintain thorough records of all work within our Ticketing System., • Ensure the proper maintenance of Client Documentation., • Separate tickets with multiple issues into individual tickets., • Review the RMM dashboard and implement remedial actions as per our established processes., • Escalate tickets requiring Service Delivery Manager support., • Keep Clients informed of the status of their tickets at each stage and notify them of any changes or outages related to their issue., • Submit Timesheets & Expense reports as outlined in SOPs., • Mentor Junior Service Team Members., • Adhere to the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher., • Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks., • Comply with all security procedures and remain vigilant for security issues., • Identify opportunities for improvement and provide constructive suggestions for change., • Contribute effectively to the process of innovative change. Desired • Strong problem-solving abilities., • Excellent communication skills, emphasizing active listening., • Advanced knowledge of support tools, techniques, and technology used for service provision., • Proficiency in operating systems, business applications, printing systems, and network systems., • Advanced diagnostic skills for technical issues related to end-user hardware, software, and network devices., • Extensive experience and knowledge of working with the Microsoft 365 Platform., • Proficient in quick and accurate typing while engaging in phone conversations., • Passion for delivering exceptional Client Experiences., • Advanced understanding of IT Applications, Software, and Hardware., • Ability to communicate effectively in both technical and layman's terms., • Strong motivation to excel in a fast-paced IT environment., • Experience with Ticketing systems, RMM Tools, and PSA software., • Experience providing remote support., • Handling of Technical Service Tickets., • Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE, ITIL, ITSM, etc., • Client Experience Certifications such as Helpdesk Habits, etc. For individuals seeking career advancement, the Senior Helpdesk Engineer role naturally leads to positions such as Service Delivery Manager or CTO. Company DescriptionAbout J. Harte Associates LLC J. Harte Associates LLC is a growing Managed Services Provider (MSP) based in Southern New Jersey, focused on helping businesses run smarter, safer, and more efficiently through technology. We believe great IT starts with great people. Our culture is built on: Clear and honest communication A commitment to continuous learning Supporting one another to improve every day Our team works closely with clients to solve real business problems—not just technical ones. From cybersecurity to cloud solutions, we act as trusted advisors, not just service providers. If you're looking to be part of a team where your ideas matter, your growth is supported, and your work has real impact, J. Harte Associates is the place for you.About J. Harte Associates LLC\r\nJ. Harte Associates LLC is a growing Managed Services Provider (MSP) based in Southern New Jersey, focused on helping businesses run smarter, safer, and more efficiently through technology.\r\n\r\nWe believe great IT starts with great people. Our culture is built on:\r\n\r\nClear and honest communication\r\n\r\nA commitment to continuous learning\r\n\r\nSupporting one another to improve every day\r\n\r\nOur team works closely with clients to solve real business problems—not just technical ones. From cybersecurity to cloud solutions, we act as trusted advisors, not just service providers.\r\n\r\nIf you're looking to be part of a team where your ideas matter, your growth is supported, and your work has real impact, J. Harte Associates is the place for you.