Desktop Support & Service Desk Specialist

Experience Required

1 years

Minimum Education Required

High School Diploma or Equivalent

Compensation

$15.92 / Hourly

Hours Per Week

40

Number Of Positions

1

Shift

First Shift (Day)

Job Description

Description

Weichert Co. is hiring a Desktop Support & Service Desk Specialist in Morris Plains, NJ. This is a Hybrid role. The Desktop Support & Service Desk Specialist (Tier 1 & Tier 2) provides comprehensive technical support to end users through a combination of remote service desk assistance and onsite desktop support. This role is responsible for troubleshooting hardware, software, network, and peripheral issues, responding to service requests, resolving incidents, and ensuring a high level of customer service across the organization. The specialist serves as a primary point of contact for technology-related issues, escalates complex problems when necessary, and works collaboratively with IT team members to maintain a reliable and secure computing environment.

Essential Duties and Responsibilities

Serves as the first point of contact for IT support requests received via phone, email, walk-up, and ticketing system.

Logs, categorizes, prioritizes, and tracks all incidents and service requests within Freshservice, ensuring accurate documentation of issues, troubleshooting steps, and resolutions.

Provides first-level support for hardware, software, mobile devices, printers, and business applications.

Researches, diagnoses, and resolves technical issues or escalates complex incidents to the appropriate IT teams.

Follows established incident management and problem resolution processes to ensure consistent service delivery.

Communicates effectively with end users regarding ticket status, expected resolution times, and follow-up actions.

Monitors support requests to ensure timely resolution and high levels of customer satisfaction.

Identifies recurring issues and trends and recommends solutions to improve service quality and reduce ticket volume.

Creates, modifies, transfers, and supports user accounts and access requests.

Provides remote support to employees and field-based personnel as needed.

Performs other duties as assigned.

Minimum Qualifications

Education, Certification, and License Requirements

High school diploma or GED

Associate's or Bachelor's degree in a related field strongly preferred

ITIL and Microsoft certifications preferred

Experience

One (1) to two (2) years of Service Desk or Desktop Support experience preferred

Five (5) plus years of overall IT support preferred

Experience supporting users in a high-volume enterprise environment

Experience with Freshservice or similar ticket management platforms preferred

Knowledge, Skills, and Abilities

Strong understanding of incident, request, and problem management processes

Working knowledge of Microsoft Office applications, Microsoft 365 services, Active Directory, Exchange, and Teams

Familiarity with Windows and macOS operating systems and mobile device support

Understanding smartphones, tablets, and wireless connectivity troubleshooting

Ability to gather information, diagnose technical issues, and communicate solutions clearly to both technical and non-technical users

Strong customer service orientation with the ability to remain professional in high-volume support environments

Excellent documentation and ticket management skills

The estimated annual rate range for this position is $60,000 to $100,000. The rate of pay is dependent upon several factors including the candidate's relevant skills, education, work experience, job location/geographic region, and/or certifications.

Weichert offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, Paid Time Off (PTO), Flexible Spending Accounts (FSA), and much more.

Weichert is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals. We do not discriminate on the basis of disability, veteran status, or any other characteristic protected by applicable federal, state or local law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Place of Work

On-site

Requisition ID

DESKT001112

Job Type

Full Time