Troubleshooting jobs in Elizabeth, New Jersey - Page 5Create job alerts

Job DescriptionLead/Senior Service Desk Technician *US Citizens or GC holders *On-site daily in Jersey City, NJ The Senior Service Desk Technician plays a critical role in delivering advanced technical support for the organization. In addition to troubleshooting and resolving complex IT issues, this position involves mentoring and guiding junior analysts, acting as a knowledge resource for the team, and leading by example in areas such as customer service, incident management, and continuous improvement initiatives. Key Responsibilities • Advanced Technical Support, • Troubleshoot and resolve complex hardware, software, and network-related issues., • Serve as an escalation point for junior Service Desk Analysts, providing expert guidance and problem-solving., • Actively contribute to maintaining and improving technical documentation, procedures, and knowledge base articles., • Customer Service Excellence, • Demonstrate a high level of professionalism and empathy when engaging with end users., • Ensure communication about issue status and resolutions is timely, clear, and customer-focused., • Provide feedback to the team on best practices for handling difficult or complex customer situations., • Reporting & Documentation, • Track and analyze service desk metrics (e.g., response times, resolution rates) to identify trends and opportunities for improvement., • Assist in preparing regular reports on team performance and technical issues for management review., • Maintain documentation on complex resolutions or system changes to facilitate knowledge transfer., • Continuous Learning & Development, • Stay updated on emerging technologies, tools, and best practices in IT support., • Team Lead or Supervisory Experience, • Demonstrated success in leading or mentoring teams, even if informally., • Experience in scheduling, delegating tasks, and ensuring quality control for a service desk or technical support function., • ITIL or Similar Framework Knowledge, • Familiarity with incident, problem, and change management processes., • ITIL Foundation certification (or higher) is a strong plus., • Technical Certifications, • Industry certifications such as CompTIA A+, Network+, Microsoft (MCSA/MCSE), Cisco (CCNA), or similar credentials., • Proven track record of advanced troubleshooting in diverse environments (Windows, macOS, cloud platforms, etc.)., • ServiceNow or Other Ticketing Systems, • Hands-on experience configuring and troubleshooting popular ITSM (IT Service Management) platforms., • Ability to generate reports, dashboards, and manage automation within ticketing systems., • Strong Communication & Soft Skills, • Proven ability to communicate complex technical concepts to both technical and non-technical audiences., • Adept at conflict resolution, active listening, and building rapport with users and team members., • Project Involvement, • Involvement in process improvement or technology rollout projects., • Education: Associate or Bachelor’s degree in Information Technology or related field; or equivalent work experience., • Experience: 3+ years of hands-on Service Desk or Help Desk experience with a focus on advanced troubleshooting. Prior leadership/mentoring experience is highly desired., • Certifications: ITIL Foundation, CompTIA, Microsoft, or relevant vendor certifications are a plus., • Technical Proficiency: Experience with desktop, laptop, and mobile hardware; operating systems (Windows, macOS); office productivity suites; network fundamentals; active directory account management; and remote support tools., • Soft Skills: Excellent communication, organizational, and customer service skills. Strong ability to prioritize, multitask, and remain calm under pressure.