IT Support Tech

Intelligent Audit is hiring an IT Support Tech to act as the first line of support and help keep day-to-day office technology running smoothly. This onsite role in Rochelle Park, NJ centers on Tier 1 help desk coverage, end-user troubleshooting, and hands-on support, with additional assistance for limited Tier 2 items and Security/InfoSec-related tasks under direction.

What you’ll do

• Handle Tier 1 help desk tickets and walk-up requests as the primary point of contact, with limited Tier 2 support when needed.
• Provide in-person technical support for office employees and remote support for off-site employees.
• Troubleshoot common issues on Windows and macOS, including problems with Microsoft 365, Outlook, Teams, and Zoom.
• Assist users with login and access issues, including password, MFA, and VPN connectivity troubleshooting.
• Follow ticket priority and SLA requirements by documenting troubleshooting steps and resolutions in the ticketing system.
• Escalate unresolved items or higher-risk security issues to the IT Systems Administrator or the IT & InfoSec team.
• Prepare, configure, and deploy laptops and IT equipment for new and existing employees, including remote hires.
• Create and configure user accounts across approved business systems and applications.
• Complete employee onboarding and offboarding activities, including access deactivation and equipment recovery.
• Securely wipe, reimage, and prepare returned laptops for reuse, reassignment, or disposal.
• Use RMM to spot devices missing updates, patches, or required maintenance, then coordinate remediation with users.
• Perform routine endpoint maintenance, troubleshooting, and approved software deployment.
• Maintain IT hardware inventory, tracking assignments, returns, replacements, and lifecycle status.
• Coordinate Dell warranty and service requests, plus other vendor support cases for hardware repairs.
• Pack, ship, and coordinate UPS pickups and deliveries for laptops and other IT equipment sent to remote employees and new hires.
• Set up and maintain workstations, monitors, docking stations, peripherals, and cabling.
• Provide onsite technical support according to the team’s coverage schedule, with remote support coverage on Fridays as needed.
• Support basic office technology remediation after power outages or disruptions, including designated executive workstations and specialized systems.
• Act as onsite “hands and eyes” support for the local server room and the Clifton Data Center by performing basic cabling, power cycling, and hardware checks under direction.
• Assist with Security Technician tasks under the direction of the IT Systems Administrator and InfoSec team.
• Verify endpoint security/EDR software is installed and functioning, and assist with patch-compliance remediation.
• Follow identity-verification procedures before resetting passwords or MFA, and adhere to least privilege and access-approval processes.
• Report suspected phishing and escalate suspicious activity or security alerts to the appropriate resource.
• Maintain user-facing “How-To” documentation and knowledge-base articles for common support tasks.
• Identify opportunities to improve documentation, support processes, equipment management, and end-user experience.

Required and preferred qualifications

• Experience with ticketing systems to organize and track tasks.
• Problem-solver mindset and a get-it-done attitude.
• Experience with employee computer setup, onboarding, and offboarding.
• Familiarity with Microsoft 365 and Active Directory or Entra ID user administration.
• Basic networking fundamentals, including IP configuration and troubleshooting using commands such as ipconfig and nslookup, plus Wi-Fi/VPN troubleshooting.
• Ability to manage multiple open issues and drive them to resolution.
• 1–3 years of experience in a similar IT support or help desk role.
• Degree not required, but a plus (Associate’s or Bachelor’s in Information Technology, Computer Science, or a related field).
• Preferred certifications: CompTIA A+, Network+, or similar (nice to have, not required).

Tools and systems you’ll work with

• Windows, macOS
• Microsoft 365, Outlook, Teams, Zoom
• MFA, VPN, RMM
• Dell warranty/service requests, UPS
• Active Directory, Entra ID
• ipconfig, nslookup, Wi-Fi
• EDR, ticketing system

Schedule and location

• Onsite Monday–Thursday in Rochelle Park, NJ, with occasional onsite support at the Clifton Data Center.
• Remote support coverage on Fridays.
• Must provide valid identification to work in the U.S.; no visa sponsorships are provided now or in the future.

Salary: USD 48,000–60,000 per year.

Experience: 1+ years.

This job description reflects the core responsibilities and qualifications for the IT Support Tech role and is not exhaustive. Duties may be adjusted to support Intelligent Audit’s evolving business and IT needs.