Desktop Support Specialist/IT Support Specialist- need NY/NJ locals

Summary of Position:
The IT Product Support Specialist is responsible for providing technical assistance and support to users for eVital and other applications supporting the Center for Population Health Data Science. This role involves diagnosing and resolving technical issues, guiding users through solutions, and collaborating with development and product teams to enhance user experience and product functionality. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping others.
Job Duties:

• Provide first-line and second-line technical support to end-users for IT products and applications.

• Diagnose, troubleshoot, and resolve technical hardware and software issues, escalating complex problems to higher-tier support or relevant development teams when necessary.

• Guide users through step-by-step solutions, clearly explaining technical concepts in an understandable manner.

• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system to maintain a comprehensive knowledge base.

• Contribute to the creation and maintenance of support documentation, FAQs, and user guides to empower self-service.

• Identify recurring technical issues and trends, providing feedback to product development and engineering teams for continuous improvement.

• Participate in testing new product features or updates to ensure readiness for user adoption.

• Maintain a high level of customer satisfaction through professional, empathetic, and efficient support.

• Adhere to IT support best practices, service level agreements (SLAs), and security policies.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.

• 2+ years of experience in IT support, technical support, help desk, or a similar customer-facing technical role.

Technical Skills:

• Strong proficiency in troubleshooting hardware (e.g., desktops, laptops, peripherals) and software (e.g., operating systems, common business applications).

• Familiarity with network fundamentals.

• Experience with ticketing systems and remote support tools.

Soft Skills:

• Excellent verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.

• Strong problem-solving and analytical abilities.

• Customer-focused with a patient and empathetic approach.

• Ability to work independently and collaboratively in a team environment.

• Strong organizational skills and attention to detail.