As an IT Support Specialist, you are the first point of contact for end users across all HCE sites, providing routine guidance and troubleshooting for the organization’s computers, software, peripherals, and telephony by phone, email, chat, and in person. You resolve the majority of day-to-day support tickets directly and escalate infrastructure-level or systemic issues to the Systems Administrator or IT Director with clear, documented context. Beyond reactive support, you assist with routine endpoint administration and backup verification under established procedures. Success in this role is demonstrated by prompt ticket resolution, minimal user downtime, accurate documentation, and dependable support across HCE’s locations. You are expected to ask appropriate diagnostic questions, use available knowledge and resources, and stay current with the tools and systems in the HCE environment.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
The following functions of the job include, but are not limited to the following:
Helpdesk and End-User Support
- Serve as the first point of contact for end-user IT requests received through the helpdesk ticketing system, recording accurate ticket detail from intake through resolution
- Receive and process user requests regarding hardware, software, and network connectivity issues
- Diagnose and resolve desktop, laptop, printer, scanner, and print-queue problems, including system errors and application faults
- Provide email, Outlook, and mailbox configuration and troubleshooting support within Microsoft 365
- Support VoIP desk-phone and softphone issues for end users
- Guide users through clear, step-by-step instructions and conduct remote troubleshooting, testing alternative approaches until the issue is resolved
- Customize desktop applications to meet documented user needs
- Follow up with users to confirm that systems are functioning, and capture feedback and product requests
Provisioning and On-Site Support
- Install, update, and verify software utilized across the organization
- Set up, image, and configure new workstations and peripherals using standardized computer-naming conventions
- Perform new-hire provisioning as well as workstation swaps, moves, and refreshes
- Provide walk-up and on-site technical support across all HCE sites, including the Jersey City and Trenton locations
- Perform routine inspection of equipment and resolve basic desktop-level network connectivity problems
Endpoint, Patch, and Backup Assistance
- Install, update, and verify remote monitoring and management (RMM) and endpoint-security agents on workstations per established runbooks
- Apply and confirm workstation operating-system and software updates through the patch-management system, reporting failures for escalation
- Perform routine Active Directory account tasks under documented procedures, including password resets, account unlocks, and creating, modifying, and disabling user accounts and group memberships
- Assist with drive-encryption (BitLocker) enablement and recovery-key verification on workstations, with key escrow managed by senior IT staff
- Verify that scheduled workstation and endpoint backups complete successfully, assist with documented file- and mailbox-level restore requests, and escalate backup failures.
Documentation and Escalation
- Record technical issues and their solutions, and contribute to the runbook, knowledge base, and user guides for recurring problems
- Direct unresolved or systemic issues to the next level of support, the Systems Administrator or IT Director, with clear context
- Maintain accurate ticket records to support workload tracking and staffing analysis
QUALIFICATIONS:
- High school diploma or equivalent required
- One to two years of hands-on desktop or helpdesk support experience
- Proficiency with the Microsoft 365 suite, Google Workspace suite, and common IT applications in a Windows environment, with the ability to support light macOS use
- Working knowledge of office automation products and computer peripherals such as printers and scanners
- Awareness of network security practices and endpoint protection software
- Effective time-management, prioritization, problem-solving, and multitasking skills across a queue of competing requests
- Excellent communication and customer-service skills, with the ability to give clear instruction to a diverse, non-technical user base while maintaining an inclusive mindset
- Careful, precise, and thorough work ethic with high personal integrity, appropriate for handling sensitive and confidential records
- Valid driver’s license and reliable personal transportation for regular travel between HCE sites
- Experience with Digitech Systems ECM/Document Management software products
- Experience with production scanning equipment (Canon, Kodak, Fujitsu)
Job Type: Full-time
Pay: From $27.47 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- IT support: 1 year (Required)
- Microsoft Office: 1 year (Preferred)
- Digitech Systems: 1 year (Preferred)
Work Location: In person
