Technical Support Analyst

Moorestown, NJ

The Technical Support Analyst is responsible for providing desktop support for the Company’s in-house employees, remote employees, and employees of other affiliated companies. This person will work with internal and external clients and peers in the identification, escalation and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support. This position is envisioned as an opportunity for an emerging technology professional with a moderate degree of existing experience, a positive attitude, and a high interest level in technology to provide world-class support and service in an exciting and fast-paced environment.

Primary Functions:

  • Manage Microsoft Active Directory Organizational Units (users and computers, distribution lists)
  • Provide troubleshooting for software and hardware deployed within Microsoft Windows environment
  • Communicate with end users via telephone, email, instant messaging, or desk-side
  • Remotely support workstations using Dameware, LogMeIn, and Microsoft RDP
  • Manage ticketing systems: create, update, and close incidents
  • Build, image, and deploy laptop and desktop computers
  • Process new accounts, terminations, and expirations
  • Support mobile device management and two-factor authentication methods
  • Provide basic printer support (toner changes, maintenance kits, jams)
  • Support audio/video systems (projectors, smart TVs)
  • Escalate issues as required for resolution to Desktop Lead or other teams
  • Develop, maintain, and document installation and configuration procedures
  • Contribute to and maintain system standards, documentation, policies and procedures
  • Assist with desktop administration, security, or infrastructure projects
  • Provide orientation and training to new team members

Secondary Functions:

  • Support all VoIP telephony hardware and software infrastructure
  • Manage hosted PBX platform and vendor
  • Support Call Center and Automatic Call Distribution (ACD) Software
  • Manage enterprise wireless account and devices
  • Provide basic mobile support (iOS, Android)

Education, Experience & Training:  

  • Bachelor’s degree or ongoing studies in Computer Science, Information Technology/Systems preferred
  • 2-5 years of experience in a help desk or desktop support environment
  • Microsoft Certified Professional (MCP) or Technology Associate (MTA) preferred
  • Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
  • Familiar with VoIP providers such as Alteva or Momentum Telecom
  • Experience with call center solutions such as InContact, Five9, or RingCentral

Specific Skills:            

  • Proficiency with Microsoft Windows 7+ and Microsoft Office 2013+
  • Skilled in imaging using Microsoft Deployment Toolkit (MDT) or equivalent
  • Understanding of network troubleshooting (TCP/IP, DNS, subnets)
  • Knowledge of policy management (group policies, antivirus, mobile device management)
  • Experience with JIRA and/or Confluence
  • Basic experience with Mac OS X and configuration
  • Hardware installation (SSDs, RAM, graphics cards)
  • Experience with Broadsoft / BroadWorks software-based telephony based applications


  • IT Service Management, change management methodologies
  • Self-motivated, team player, action and results oriented
  • Well organized, excellent communication and reporting skills
  • Create/update supporting documentation
  • Able to successfully work under tight project deadlines
  • Work independently in a self-directed manner and collaboratively as a team member
  • Excited & motivated to learn new technologies

Working Conditions:

Will work out of Moorestown, NJ office and will be required to be on call 1 week per month. May need to work evening or weekend hours in addition to standard business hours based on deliverable deadlines. May occasionally need to travel to remote offices.

To be considered for this position, apply via email by sending an updated copy of your resume and letter of interest to