Helpdesk Specialist – Hybrid Remote Position

**Must Reside in NJ****Must be able to work at least 3 days a week in the Livingston Office**

Role Overview:

As a Helpdesk Specialist for ACC Premiere, you are the first point of contact and the face of our IT team for all helpdesk communications and technology support needs. You will play a critical role in ensuring smooth IT operations across the organization by providing prompt, professional, and solution-oriented service. This position is ideal for individuals who thrive in fast-paced environments and are passionate about delivering world-class support.

Key Responsibilities:

• Frontline IT Support: Respond to and resolve a high volume of IT issues and requests from internal clients via multiple channels (phone, email, ticketing system, in-person). Typical workload may include managing [insert average number] tickets per day, with an expectation of timely and accurate responses.
• Ticket Ownership: Take full responsibility for assigned tickets, ensuring each issue is resolved, handed off, or escalated as appropriate. Follow up on all tickets until closure, maintaining clear communication with clients throughout the process.
• Incident Assessment: Quickly and accurately determine the scope and impact of reported incidents, prioritizing issues based on urgency and business impact.
• Escalation: Escalate complex or unresolved issues to Tier 2 and Tier 3 support teams, following established escalation protocols. Act as a liaison between internal clients and technical escalation teams to ensure seamless handoffs and resolution.
• Technical Setup: Set up and configure laptops, desktops, and software for new employees, ensuring all systems are ready for use on day one.
• Account Administration: Administer user accounts in Active Directory and Office 365, including password resets, access provisioning, and troubleshooting.
• Inventory & Asset Management: Manage on-hand inventory of IT equipment and maintain accurate asset records.
• Policy Adherence: Follow departmental policies, procedures, and best practices to ensure compliance and consistency in service delivery.
• Continuous Improvement: Maintain technical and professional proficiency through ongoing training, certification, and knowledge sharing.

Qualifications:

• Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users and maintain a positive client experience.
• Task Management: Proven ability to manage multiple tasks and priorities in a fast-paced, high-volume environment.

EEO Statement:

ACC Premiere is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.