Helpdesk Analyst

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Olmec, a New Charter Technologies company, is looking for a Helpdesk Analyst in the northern New Jersey area. This role could also be called a Helpdesk Technician, Field Engineer, IT Engineer, or Desktop Support Specialist. As an onsite Helpdesk Analyst (Tier 1 / Tier 1.5), you will be stationed at our client’s office and will be the first point of contact for all IT-related issues. Besides working with the greater Olmec team, you will also work alongside the client’s internal IT team. While the client’s internal IT focuses largely on various short-term and long-term projects, you and the Olmec team will focus more on day-to-day management and support of the IT environment. You will be responsible for providing technical support, troubleshooting hardware and software problems, and ensuring the smooth operation of the client’s IT infrastructure. This role requires a proactive individual with excellent problem-solving skills and a customer-focused attitude. You will also be working closely with our larger team of IT professionals who will be available to assist and support you as needed.

The person in this role will participate in routine syncs with our home office team to review open projects, discuss challenging technical issues, share client-specific insights, align on support metrics, and engage in ongoing technical training. These collaborative sessions ensure both onsite and offsite teams remain fully aligned and collectively focused on delivering a seamless, high-impact experience for the client.

***This role does require occasional (local) travel: While most of your time will be spent stationed in the client’s Morristown, NJ office, you will occasionally be asked to visit the client’s other offices in NYC (Manhattan – anywhere from one to a few times per month) and Long Island (less often, possibly several times per year).

***This role allows for “work from home” opportunities on Fridays, providing there is no need to be in office to handle technical issues that require hands-on support.

Key Responsibilities:

• Provide onsite technical support for Windows desktops, laptops, and other end-user devices (smartphones, tablets, peripherals, printers, etc.) at the client’s office.
• Manage and troubleshoot issues related to Active Directory, including user account management, group policies, and permissions.
• Support Microsoft 365 applications and services, including email, SharePoint, OneDrive, and Teams.
• Perform hardware and software installations, configurations, and upgrades.
• Troubleshoot network connectivity issues and assist with basic network administration tasks.
• Maintain accurate documentation of all support activities, including incident reports and resolutions.
• Collaborate with remote support teams and escalate complex issues when necessary.
• Educate end-users on best practices and provide training as needed.
• Ensure timely resolution of all IT issues and provide exceptional customer service.

Skills and Qualifications:

• Proven experience – 3 years minimum - as a Helpdesk Analyst / Technician or similar technical support roles.
• Strong knowledge of Windows desktop operating systems (Windows 11).
• Experience with Active Directory administration and troubleshooting.
• Proficiency in supporting Microsoft 365 applications and services.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer-focused mindset with a dedication to delivering high-quality service.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

Benefits:

• Competitive salary starting at $70,000 depending on experience.
• Medical insurance
• Dental insurance
• Vision Insurance
• 401(k) with Company Matching
• Time Off Plans

Olmec Systems, a New Charter Technologies company, has been providing the highest quality managed IT support services since our inception in 1996. We measure our own success by every client’s success, and nothing makes us happier than to be judged by the company we keep.

Olmec Systems provides the highest levels of customer service, expert support, and the best in technology solutions to all our clients. Olmec is renowned for its strong focus on customer service, process-driven methodologies, and long-term strategic planning for our customers.

We encourage our employees to share their ideas for improvement as we continue to strive towards being the best company we can be, a creative environment that encourages collaboration and teamwork among colleagues.

Olmec is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Olmec recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.