Position: IT Support Engineer - Desktop & Network
Location: Paramus, New Jersey
Required Skills & Tools:
- Strong knowledge of Windows and macOS environments.
- Experience with ServiceNow or similar ticketing and ITSM systems.
- Proficient in MS Office, remote incident management tools, and desktop imaging.
- Familiarity with ITIL v3 processes and practices.
- Understanding of network infrastructure including routers, switches, and access points.
- Hands-on experience with CMDB and IT asset lifecycle management.
- Excellent communication and coordination skills for dealing with end users, VIPs, vendors, and facilities.
Key Responsibilities:
End-User Support & Device Management
- Provide on-site and remote desktop support for Windows, macOS, Android, and iOS devices.
- Troubleshoot and support desktop applications, including MS Office, VPN, and collaboration tools.
- Manage and support multifunction devices (printer, scanner, fax, copier).
- Handle VIP and white-collar user support with professionalism and urgency.
- Securely manage legal hold devices and ensure proper handling during investigation or litigation processes.
- Coordinate with vendors and OEMs for repair and hardware support.
IT Operations & Asset Management
- Manage laptop lifecycle: provisioning, deployment, decommissioning, and replacement.
- Maintain accurate records in the CMDB (Configuration Management Database).
- Oversee asset inventory and ensure IT equipment is properly tagged and tracked.
- Process IT peripheral and hardware replacement requests after evaluation.
Network & Server Equipment Support
- Configure, test, and troubleshoot network devices (routers, switches, access points) at client sites.
- Monitor and check server systems for issues and report abnormalities to the appropriate teams.
- Verify and support all conference room equipment and ensure readiness for meetings and events.
Collaboration & Reporting
- Work closely with Facilities to improve IT infrastructure and implement recommended changes.
- Raise hardware replacement requests for faulty equipment as required.
- Update and validate monthly Resource Unit (RU) counts for billing purposes.
- Ensure accuracy in usage and asset tracking data for financial and operational reporting.
Regards
Patrick Fernandez
Talent Acquisition Group - Strategic Recruitment Manager
