IT Support Tech

Job Title: IT Support Tech

Reports to: IT Systems & Security Manager

Intelligent Audit is a fast-growing freight audit & business analytics technology company helping our customers become smarter shippers — shipping to their customers faster, cheaper, and with fewer delivery exceptions. We use big data, automation, and advanced analytics to help our customers remove inefficiencies in their global transportation spend. 

The IT Support Administrator is the first point of contact for end-user technical support and plays a key role in keeping Intelligent Audit’s office IT operations running smoothly. This role combines Level 1 help desk support, device and account administration, and hands-on office/data center support, working closely with the IT Systems Administrator and the broader IT & InfoSec team.

What You Will Do: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual with this position in our company will be expected, on a regular basis, to:

Help Desk & End-User Support

• Serve as the first point of contact for Tier 1 (and limited Tier 2) help desk tickets and walk-up requests.
• Provide in-person technical support for office-based employees and remote support for off-site employees.
• Troubleshoot common Windows and macOS issues, and common Microsoft 365 / Outlook / Teams/Zoom application problems.
• Assist users with login, password, MFA, and VPN connectivity issues.
• Document troubleshooting steps and resolutions in the ticketing system, following ticket priority and SLA requirements.
• Escalate unresolved or higher-risk issues to the IT Systems Administrator or IT & InfoSec team.

 Onboarding & Offboarding

• Prepare, configure, and deploy laptops and equipment for new and existing employees, including remote hires.
• Create and configure user accounts across approved business systems and applications.
• Perform employee onboarding and offboarding activities, including access deactivation and equipment recovery.
• Securely wipe, reimage, and prepare returned laptops for reuse, reassignment, or disposal.

 Endpoint Management & Hardware Inventory

• Use RMM to identify devices missing updates, patches, or required maintenance, and coordinate remediation with users.
• Perform routine endpoint maintenance, troubleshooting, and approved software deployment.
• Maintain the IT hardware inventory, tracking equipment assignments, returns, replacements, and lifecycle status.
• Coordinate Dell warranty/service requests and 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.

 Office & Onsite IT Support

• Set up and maintain employee workstations, monitors, docking stations, peripherals, and cabling.
• Provide onsite technical support per the team’s coverage schedule, with remote support coverage as needed.
• Perform basic troubleshooting and remediation of office technology following power outages or other disruptions, including designated executive workstations and specialized systems.
• Serve as onsite “hands and eyes” support for the local server room and the Clifton Data Center, performing basic cabling, power cycling, and hardware checks under direction.

 Security & InfoSec Support

• 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; assist with patch-compliance remediation.
• Follow identity-verification procedures before resetting passwords or MFA and follow least privilege and access-approval procedures.
• Report suspected phishing and escalate suspicious activity or security alerts to the appropriate resource.

Documentation & Process Improvement

• Record all work in the ticketing system with clear notes on troubleshooting steps and resolutions.
• Create and 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.

 What You Will Bring: 

• Experience with ticketing systems to organize and track tasks.
• Problem-solver attitude with a get-it-done spirit.
• Experience with computer setup, onboarding, and offboarding for employees.
• Familiarity with Microsoft 365 / Active Directory or Entra ID user administration.
• Basic understanding of networking fundamentals (IP configuration, ping/ipconfig/nslookup, Wi-Fi/VPN troubleshooting).
• Ability to juggle multiple open issues and bring them to resolution each day/week/month.

Minimum Qualifications:

• 1–3 years of experience in a similar IT support/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)
  
  Work Arrangement: 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 will be provided no or in the future.
  Disclaimer: 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.