| Position: CRM-Req - HelpDesk Engineer/Process Improvement at Parsippany, New Jersey, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3414379&uid=e829689b5ae84bf18d66743cbc83969a Need only local Job Title: HelpDesk Engineer/Process Improvement Location: Parsippany , NJ, 3 Days a Week - NO RELOCATION Duration: 1+ Year Rate: 40/Hr Type: C2C Interview Mode: Video Job Description: Requirement Notes (Candidate Job description below) : We are seeking an experienced Senior Help Desk Engineer (6+ years) to provide advanced technical support across Levels 1, 2, and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting, mentorship of support staff, and leadership in process optimization initiatives to enhance operational efficiency, service quality, and end-user satisfaction. **** Candidates need to have good tenure/long projects and be within a 45 minute to one hour commute to Parsippany NJ. The position is Level 1-3 support and Process improvement. ****CANDIDATES MUST HAVE GOOD TENURE AND/OR LONG PROJECTS. CANDIDATES WITH RECENT LOCAL PROJECTS HIGHLY PREFERRED. NO RELOCATION *** All submittals must Include: 1. Driver's license or State ID 2. Link to the candidates LinkedIn account. 3. Below submittal Format *** Experience required on a resume and for submittal: 1. How many years working with: Helpdesk 2. How many years working with: Process improvement 3. How many years working with: Level 1-3 support 4. How many years working with: Windows 5. How many years working with: ServiceNow *** Please provide all the below information in the required format for Client submittal along with State ID or Driver's License. All the requested details must be supplied for client submittal. Full Name: Candidates Rate: Candidates current (Now) Location: Availability to Interview: One Day's notice Availability to Start: Email Address: Phone Number: Education - College/Year of graduation: Link to LinkedIn Certifications (Please list) Job Description: Senior Help Desk Engineer Position Summary We are seeking an experienced Senior Help Desk Engineer to provide advanced technical support across Levels 1, 2, and 3 while driving continuous improvement of IT service delivery processes. This role combines hands-on technical troubleshooting, mentorship of support staff, and leadership in process optimization initiatives to enhance operational efficiency, service quality, and end-user satisfaction. The ideal candidate will possess strong technical expertise, exceptional customer service skills, and a proven track record of identifying, implementing, and documenting process improvements within an IT support environment. Key Responsibilities Technical Support & Incident Management Provide Level 1, Level 2, and Level 3 support for hardware, software, network, cloud, and enterprise application issues. Troubleshoot and resolve complex technical incidents escalated from junior support staff. Manage incident resolution throughout the ticket lifecycle, ensuring adherence to established SLAs. Perform root cause analysis and implement corrective actions to prevent recurring issues. Support Windows, macOS, Microsoft 365, Active Directory, Azure, VPN, networking, and endpoint management solutions. Coordinate with vendors and third-party providers to resolve technical issues. Process Improvement & Service Excellence Analyze help desk workflows, ticket trends, and operational metrics to identify opportunities for improvement. Develop, implement, and maintain IT service management (ITSM) processes and best practices. Create and enhance knowledge base articles, standard operating procedures, and technical documentation. Drive automation initiatives to reduce manual tasks and improve service efficiency. Recommend and implement process improvements that increase first-call resolution rates and reduce ticket resolution times. Participate in continuous improvement projects aligned with ITIL and service management frameworks. Leadership & Mentoring Serve as a technical escalation point for Help Desk and Desktop Support teams. Mentor and train junior engineers and support technicians. Assist with onboarding and technical development of new team members. Contribute to team performance reviews and skills development initiatives. Lead technical projects and support infrastructure upgrades when required. Monitoring & Reporting Monitor service desk performance metrics and prepare operational reports. Identify recurring issues and develop strategic remediation plans. Participate in on-call support rotations and major incident management activities. Maintain accurate records of incidents, changes, and problem management activities. Required Qualifications Bachelor's degree in Information Technology, Computer Science, or equivalent experience. 5+ years of progressive IT support experience, including Level 2 and Level 3 troubleshooting. Proven experience in help desk operations, service delivery, and process improvement initiatives. Strong knowledge of: o Microsoft Windows and macOS environments o Microsoft 365 and Azure services o Active Directory and Group Policy o Networking concepts (TCP/IP, DNS, DHCP, VPN) o Endpoint management and security tools o ITSM platforms (ServiceNow, Jira Service Management, Freshservice, or similar) Experience with ticketing systems, incident management, and SLA management. Strong documentation, communication, and customer service skills. Preferred Qualifications ITIL Foundation or higher certification. Microsoft, CompTIA, Cisco, or other relevant technical certifications. Experience with automation tools such as Power, Python, or workflow automation platforms. Experience supporting hybrid and cloud-based environments. Knowledge of cybersecurity best practices and endpoint security solutions. Key Competencies Advanced troubleshooting and problem-solving Process improvement and operational excellence Leadership and mentoring Customer-focused service delivery Technical documentation Project coordination Strong analytical and organizational skills Success Measures Improved first-contact resolution rates Reduced ticket backlog and resolution times Increased customer satisfaction scores Successful implementation of service improvement initiatives Accurate and comprehensive technical documentation Effective mentorship and development of support staff Thank you, Ashish Kumar | Technical Recruiter Verve IT Consulting Inc O: 917-259-0969 EXT- 119 Keywords: information technology card Idaho New Jersey Position: CRM-Req - HelpDesk Engineer/Process Improvement [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3414379&uid=e829689b5ae84bf18d66743cbc83969a |
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| 11:54 PM 01-Jun-26 |