IT Support Specialist (Level 2)

We are seeking an experienced IT Support Specialist to provide Level 2 technical support to employees and customers. The successful candidate will diagnose and resolve technical issues involving desktops, laptops, mobile devices, software applications, peripherals, and network connectivity.

This role requires strong troubleshooting skills, excellent customer service, and the ability to resolve escalated technical incidents efficiently. The IT Support Specialist will also support hardware deployments, equipment refreshes, and technology initiatives across multiple company locations.

Please note: This is a fully on-site position based in Union, New Jersey, with travel to other company locations as required.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.

• Diagnose and resolve escalated technical issues and service requests requiring advanced troubleshooting or on-site assistance.

• Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.

• Support hardware deployments, equipment refreshes, workstation relocations, device returns, and other asset management activities.

• Troubleshoot network connectivity, application performance, and end-user computing issues.

• Document troubleshooting procedures, incident resolutions, and recurring technical issues in ticketing and knowledge management systems.

• Collaborate with Level 1 support teams, infrastructure teams, application specialists, and external vendors to resolve technical problems.

• Travel to multiple company locations to provide on-site support, address escalated incidents, and assist with technology deployments.

• Provide timely updates to end users and management regarding incident status, resolution progress, and outstanding issues.

• Follow established IT service management procedures, operational standards, and customer service guidelines.

• Share technical knowledge and troubleshooting best practices with colleagues and less experienced team members.

• Manage multiple assignments while maintaining service quality and operational efficiency.

Required Qualifications

• Bachelor's degree with at least 5 years of relevant experience, or a master's degree with at least 3 years of relevant experience.

• Equivalent relevant professional experience may be considered in place of a degree.

• Proven experience providing desktop support, technical support, or IT service delivery.

• Strong troubleshooting skills across desktops, laptops, mobile devices, peripherals, and software applications.

• Experience handling Level 2 support tickets and escalated technical incidents.

• Knowledge of hardware and software installation, configuration, upgrades, and maintenance.

• Strong customer service and communication skills.

• Ability to document technical issues, troubleshooting steps, and resolutions accurately.

• Ability to work independently, manage competing priorities, and collaborate effectively with technical teams.

• Willingness to travel between company locations to provide on-site technical support.

Preferred Qualifications

• Relevant IT certifications or technical training.

• Experience with IT service management processes and ticketing systems.

• Experience supporting hardware deployments, equipment refreshes, and IT asset management.

• Experience in a call center or end-user support environment.

• Ability to provide technical guidance and support to colleagues.

Key Skills

• Level 2 IT Support

• Desktop Support

• Technical Troubleshooting

• Hardware and Software Installation

• Incident and Service Request Management

• IT Service Delivery

• IT Asset Management

• Customer Service

• Call Center Support

• Technical Documentation

• On-site Technical Support

Compensation and Work Conditions

• Pay rate: $36.00 per hour

• Employment type: Contract

• Work location: Union, New Jersey

• Work arrangement: 100% on-site

• Travel: Required to multiple company locations

How to Apply

Interested candidates with relevant IT support experience, strong troubleshooting abilities, and a customer-focused approach are encouraged to apply.

Please submit your updated resume highlighting your Level 2 support experience, technical skills, and experience resolving end-user hardware and software issues.