IT Support Specialist
Somerset, NJ Somerset, NJ
Blackstone Technology Group, an award-winning technology consulting and talent agency is seeking an IT Support Tech to join our team at our client s site in Somerset, New Jersey.
Its role is to assist the Global Service Desk Manager in meeting the organization s IT needs. A majority of this person s time will be spent responding to requests submitted via our online support ticket system, emails, phone calls, and in-person visits. The remainder of the time will be spent working on projects related to end-user support. Responsibilities include, but are not limited to the following:
Essential Duties & Responsibilities
To perform job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Nothing in this job description restricts management s right to assign or reassign duties and responsibilities to this job at any time.]
Support employees, contractors and consultants with IT-related problems in an exceptional responsive and service-oriented manner.
Attempts to resolve issues logically, and logs steps taken throughout the troubleshooting process in the organization s ticketing system. Communicates status directly to end-users and escalates issues to other IT team members as needed.
Escalation point for fellow service desk team members when addressing incidents and requests.
Supports a diverse group of end-users in 11 different countries either in-person or via remote support tools and telephone.
Helps to implement and maintain best-in-class deployment environment for Windows, macOS, iOS, and Android devices utilizing modern device management.
Assist the Global Service Desk Manager with project work to support the organization.
Work directly with external vendors, contractors and consultants on various IT related projects as required.
Help put processes in place to maintain a stable environment. This includes processes and procedures for imaging systems, patch deployment, AV and desktop security.
Creation of documentation for end-users, as well as internal IT staff.
Help maintain both fixed asset and operating inventories of all IT equipment in the organization.
Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business being especially proactive with new technologies.
Provide support, troubleshooting and maintenance VoIP and video conferencing systems.
Work with other IT team members to provide overlapping coverage for various systems and services.
Education and/or Experience
BA/BS Degree preferred
5+ years of IT end user support experience is required
A+ certification is required for candidates with less than 7 years experience
Proficiency in the following languages is preferred: Romanian, Korean, Japanese, Mandarin, & Cantonese
Advanced Knowledge in the following:
Microsoft Windows 7, 8, and 10 Enterprise
macOS 10.12 and higher
Active Directory Users and Computers (ADUC)
Microsoft 365 user account administration
Microsoft Intune or another comparable MDM
Dell, Lenovo, HP, and Apple laptop and desktop hardware
Apple & Google mobile phone hardware
Microsoft Office Pro Plus for Windows and Microsoft Office 2016 for macOS
Macintosh and Windows printer setup and support
Apple Business Manager/DEP
Intermediate Knowledge in the following:
Networking TCP/IP and VLANs
File permissions and access control
Client-side Cisco Call Manager and Unity
VMWare Fusion for macOS
Mobile user client / firewall and VPN device configuration and support
Understanding of a network infrastructure including, but not limited to the role of cabling, switches and routers
Anti-Spam / Anti-Virus /Anti-Malware technologies
Ivanti Endpoint Management
Other Skills & Abilities
Excellent verbal and written communication skills, with the ability to proof and edit
Strong teamwork and project-related skills
Professional demeanor with strong customer service skills
Demonstrated ability to multi-task and work with little supervision
Ability to work over-time as well as weekends
Participate in emergency on-call rotation for after-hours support
Some travel may be required both domestic as well as international.
Blackstone is a global IT services and solutions firm that implements digital transformation solutions across commercial industry verticals and the US Federal Government. Blackstone was founded in 1998, and has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in IT staffing and place both technical and creative talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities