Desktop Support & Service Desk Specialist

Weichert Co. is hiring a Desktop Support & Service Desk Specialist in Morris Plains, NJ. This is a Hybrid role. The Desktop Support & Service Desk Specialist (Tier 1 & Tier 2) provides comprehensive technical support to end users through a combination of remote service desk assistance and onsite desktop support. This role is responsible for troubleshooting hardware, software, network, and peripheral issues, responding to service requests, resolving incidents, and ensuring a high level of customer service across the organization. The specialist serves as a primary point of contact for technology-related issues, escalates complex problems when necessary, and works collaboratively with IT team members to maintain a reliable and secure computing environment.

Essential Duties and Responsibilities

• Serves as the first point of contact for IT support requests received via phone, email, walk-up, and ticketing system.
• Logs, categorizes, prioritizes, and tracks all incidents and service requests within Freshservice, ensuring accurate documentation of issues, troubleshooting steps, and resolutions.
• Provides first-level support for hardware, software, mobile devices, printers, and business applications.
• Researches, diagnoses, and resolves technical issues or escalates complex incidents to the appropriate IT teams.
• Follows established incident management and problem resolution processes to ensure consistent service delivery.
• Communicates effectively with end users regarding ticket status, expected resolution times, and follow-up actions.
• Monitors support requests to ensure timely resolution and high levels of customer satisfaction.
• Identifies recurring issues and trends and recommends solutions to improve service quality and reduce ticket volume.
• Creates, modifies, transfers, and supports user accounts and access requests.
• Provides remote support to employees and field-based personnel as needed.
• Performs other duties as assigned.

Minimum Qualifications

Education, Certification, and License Requirements

• High school diploma or GED
• Associate’s or Bachelor’s degree in a related field strongly preferred
• ITIL and Microsoft certifications preferred

Experience

• One (1) to two (2) years of Service Desk or Desktop Support experience preferred
• Five (5) plus years of overall IT support preferred
• Experience supporting users in a high-volume enterprise environment
• Experience with Freshservice or similar ticket management platforms preferred

Knowledge, Skills, and Abilities

• Strong understanding of incident, request, and problem management processes
• Working knowledge of Microsoft Office applications, Microsoft 365 services, Active Directory, Exchange, and Teams
• Familiarity with Windows and macOS operating systems and mobile device support
• Understanding smartphones, tablets, and wireless connectivity troubleshooting
• Ability to gather information, diagnose technical issues, and communicate solutions clearly to both technical and non-technical users
• Strong customer service orientation with the ability to remain professional in high-volume support environments
• Excellent documentation and ticket management skills

The estimated annual rate range for this position is $60,000 to $100,000. The rate of pay is dependent upon several factors including the candidate's relevant skills, education, work experience, job location/geographic region, and/or certifications.

Weichert offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, Paid Time Off (PTO), Flexible Spending Accounts (FSA), and much more.

Weichert is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals. We do not discriminate on the basis of disability, veteran status, or any other characteristic protected by applicable federal, state or local law.