IT Support Engineer

We are a rapidly growing IT Managed Service Provider (MSP) company based in Lakewood NJ and Brooklyn NY. Our company specializes in providing comprehensive IT solutions and support to a diverse range of clients. As we continue to expand our operations, we are seeking a highly motivated and determined IT Support Engineer LV1 to join our dedicated team with the incredible opportunity for growth.

Technical skills are important, but how you communicate and approach problems is equally important to us. We're looking for someone who communicates clearly, thinks logically, and can explain technical issues to non-technical clients and team members. You take ownership, troubleshoot with a structured approach, and know when to ask for help. Most importantly, you bring integrity, accountability, and a willingness to learn and grow in your IT support career.

Responsibilities

• Field incoming help requests from end users via telephone, email and work orders in a courteous manner.
• Respond to assigned tickets/tasks in accordance with SLA guidelines.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to a final resolution.
• Demonstrate exceptional troubleshooting skills, apply diagnostic utilities and best practice methodology to aid in troubleshooting.
• Software Installation and Configuration: Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing solutions, and configuring systems and applications.
• Hardware Support: Provide basic hardware support, including setting up and configuring computers, printers, scanners, and other peripheral devices. Diagnose hardware failures, replace faulty components, or coordinate with vendors for repair or replacement. This may require an occasional onsite visit to the customer. (Tri state area and PA.)
• Take ownership of tasks and follow through to ensure complete resolution to customers' satisfaction.
• Collaborate closely with the team, escalating tickets in a timely manner, and conversing with the Team Lead for assistance and direction. All to foster a collaborative and supportive work environment.
• Exhibit a strong dedication to teamwork, readily assisting colleagues and clients as needed to ensure successful outcomes.
• Maintain a positive and professional demeanor, both in-person and when communicating remotely with clients, promoting excellent customer service and client satisfaction.
• Participate in an on-call rotation.
• Continuous Learning: Keeping up with technological advancements and industry trends is crucial for IT growth. Employees should actively engage in continuous learning, stay updated with the latest technologies, and participate in training programs to enhance their technical skills.

Why Join Us

• Competitive salary and benefits (health, dental, vision, 401k).
• PTO and paid holidays.
• Supportive and collaborative culture.
• Opportunity to grow with a fast-paced, expanding organization.

Schedule

• This is an in-person office position in Lakewood, NJ. Shift is Monday through Thursday, 9:00 AM to 6:00 PM, and Friday, 9:00 AM to 2:00 PM.

Salary

• 26/hr - $30/hr commensurate with experience and qualifications

Hiring Process

We believe in a hiring process built on transparency and respect. Our recruiting team is here to ensure you have a great experience and feel valued from your first application to your final interview.

• AI Resume Review
• One-Way Video Interview
• Remote 1on1 Interview with Hiring Manager
• Predictive Talent Assessment
• In-Person or Remote 2nd round interview with multiple team members
• Reference Check
• Hire!

EEO Statement:

ID-Tech Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

• 1–3 years of hands-on IT support, Help Desk, Service Desk, or IT Technician experience, preferably within an MSP environment.
• Strong working knowledge of Active Directory, Microsoft 365, and DNS, with hands-on experience troubleshooting end-user hardware, software, and general IT issues.
• CompTIA A+ or Network+ certification is a big plus.
• Previous experience working directly with clients or managing client relationships/accounts in an IT support environment is highly desirable.
• Excellent communication skills with the ability to converse clearly, articulately, and concisely.
• Able to explain technical issues and solutions in simple, non-technical language to clients and internal team members.
• Strong troubleshooting instincts with a clear and structured thought process—able to ask the right questions, investigate issues logically, and work toward an effective resolution.
• Takes ownership of assigned issues and follows through to resolution while knowing when to escalate or ask for assistance.
• Able to prioritize critical client matters and respond with an appropriate sense of urgency.
• Strong team player who is collaborative, dependable, and comfortable working in a fast-paced environment.
• Demonstrates integrity, accountability, and professionalism, including being transparent when they don't know something and willing to ask for help.
• At an early-to-mid stage of their IT support career and motivated to continue learning and developing their technical skills.

Pay: $26.00 - $30.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person