Tier 2 Desktop Support (Onsite)
Mount Laurel, NJ
Contracted
Experienced
Job Title: Tier 2 Desktop Support (Onsite)
Location: Mount Laurel, NJ
Duration: 06 Months
Job Description:
This position provides combined hardware, helpdesk, and application support for the organization. The ideal candidate is detail-oriented, customer-focused, and able to independently manage tasks across device imaging, equipment logistics, application troubleshooting, and frontline support for mortgage systems. They will work closely with end-users, IT teams, and business stakeholders to ensure smooth device deployment, timely ticket resolution, and optimized application performance. The role supports ongoing hardware refresh projects, new-hire onboarding, daily mortgage application user needs, and general IT operations.
The ideal candidate must bring strong laptop imaging and hardware troubleshooting experience, including printers and scanners, as well as experience supporting business applications and resolving Level 1 tickets. They must be comfortable acting as the first line of support for mortgage applications, managing technology requests, and escalating issues appropriately. Strong communication, excellent customer service etiquette (in-person and remote), and the ability to work under pressure are essential. Candidates should also be proficient with MS Office, experienced with Active Directory, and capable of maintaining organized documentation while working independently with minimal supervision.
Day to Day Responsibilities:
Required Skills:
Technical:
Education and Experience:
Location: Mount Laurel, NJ
Duration: 06 Months
Job Description:
This position provides combined hardware, helpdesk, and application support for the organization. The ideal candidate is detail-oriented, customer-focused, and able to independently manage tasks across device imaging, equipment logistics, application troubleshooting, and frontline support for mortgage systems. They will work closely with end-users, IT teams, and business stakeholders to ensure smooth device deployment, timely ticket resolution, and optimized application performance. The role supports ongoing hardware refresh projects, new-hire onboarding, daily mortgage application user needs, and general IT operations.
The ideal candidate must bring strong laptop imaging and hardware troubleshooting experience, including printers and scanners, as well as experience supporting business applications and resolving Level 1 tickets. They must be comfortable acting as the first line of support for mortgage applications, managing technology requests, and escalating issues appropriately. Strong communication, excellent customer service etiquette (in-person and remote), and the ability to work under pressure are essential. Candidates should also be proficient with MS Office, experienced with Active Directory, and capable of maintaining organized documentation while working independently with minimal supervision.
Day to Day Responsibilities:
- Image and configure new laptops to company standards
- Troubleshoot hardware issues including printers, scanners, and workstation devices
- Provide frontline support for mortgage application calls and Level 1 ticket resolution
- Assist users with technology-related requests and optimize application performance
- Identify issues, resolve or escalate appropriately, and proactively communicate on outstanding tickets
- Support new-hire access setup and provisioning
- Receive and process returned end-of-life devices; manage shipping of new laptops
- Maintain accurate documentation: asset tags, shipping details, user information, and ticket notes
- Manage inventory using the asset management system
Required Skills:
Technical:
- Laptop imaging, configuration, and hardware troubleshooting
- Printer/scanner break/fix experience (Xerox preferred)
- Strong Active Directory skills
- Ability to support telecommuters remotely
- Application support experience, especially mortgage systems
- Proficiency with MS Office
- Strong documentation and communication skills
Education and Experience:
- Experience: 3+ years in customer service or IT helpdesk/technical support
- Education: BS in Information Systems, Business, or related field preferred; high school diploma required
- Certifications (Preferred): CompTIA A+ or similar helpdesk/technical support certification
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