Title: End User Support Specialist II
Location: Jersey City, NJ
Client Industry: Insurance
Compensation: $40 - $55/hr. (Contract-to-hire)
We have partnered with our client in their search for an experienced End User Support Specialist II.
This individual will serve as a critical technical resource for diagnosing and resolving complex desktop, mobile, and voice service issues. The role involves supporting both hardware and software environments, mentoring junior support staff, managing tickets, and participating in ongoing IT initiatives. The ideal candidate will be a subject matter expert in multiple end-user systems, contributing to process improvements and enhancing the overall IT support experience.
Responsibilities
- Provide advanced troubleshooting and resolution for incidents related to desktops, mobile devices, and telephony systems
- Escalate unresolved issues to appropriate teams while maintaining detailed ticket updates
- Support desktop and mobile OS environments, including Windows, iOS, and Android
- Participate in the ServiceDesk call rotation (approx. 25% of time)
- Install and configure physical and virtual desktops, software packages, and hardware per corporate standards
- Independently manage phone setup requests and voice conferencing configurations
- Administer systems such as remote desktop, antivirus, thin clients, client firewalls, collaboration tools, and application packaging
- Act as a subject matter expert on at least 5 end-user computing systems
- Educate and mentor team members using knowledge base articles and training sessions
- Identify and implement process improvements through proper change management protocols
- Participate in IT projects and stay up to date on evolving technologies
Skills Required
- Advanced troubleshooting and research skills across desktop and mobile platforms
- Strong understanding of Microsoft OS, Office Suite, and collaboration software
- Expertise in application and desktop virtualization
- Functional knowledge of VMware ESXi, Active Directory, networking, and SAN
- Experience with mobile device management solutions
- Ability to lead, mentor, and guide junior staff
- Excellent organizational and time management abilities
- Strong verbal and written communication skills
Education & Work Experience
- 5+ years in Microsoft OS, Office, and collaboration software support
- 5+ years in desktop builds, virtualization, patch management, and push technologies
- 5+ years as a primary administrator for End User support systems
- Certifications: A+ or Network+ and MCDST (or equivalent) required
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