MSP IT Support Specialist (Local, Onsite and Experienced)

Are you a skilled IT professional who thrives in hands-on environments and isn’t afraid to get your hands dirty solving real-world problems? Delaney Computer Services, a leading MSP in Northern New Jersey, is looking for an MSP IT Support Specialist to join our dynamic team. This in-office position requires someone who’s ready to tackle everything from troubleshooting complex IT issues to physically racking and stacking network equipment, performing meticulous cable management, and handling on-site client challenges—even on short notice. If you’re adaptable, proactive, and confident enough to de-escalate frustrated clients or assertively guide high-level executives to comply with security protocols, this is the role for you. We're seeking someone who’s eager to ramp up their career, not coast, and who thrives in both team settings and independent problem-solving scenarios. If that’s you, let’s talk!

Responsibilities for MSP IT Support Specialist

1. Provide Exceptional IT Support:
• Deliver timely and effective technical assistance for hardware, software, and network-related issues in both remote and on-site environments.
2. Support Privilege Access Management Systems:
• Troubleshoot and resolve conflicts stemming from restricted user permissions, ensuring compliance with cybersecurity protocols.
3. Manage VoIP Systems:
• Configure, troubleshoot and support Vonage Business VoIP systems, including advanced features and call quality optimization.
4. Assist with Self-Service Password Reset (SSPR):
• Guide users in setting up and utilizing self-service password reset tools, resolving related technical issues as needed.
5. Enforce and Educate on Cybersecurity Policies:
• Address user resistance to security measures such as MFA, restricted app use, and compliance-based restrictions, while explaining their importance in maintaining a secure IT environment.
6. Troubleshoot Network and Connectivity Issues:
• Diagnose and resolve Wi-Fi, LAN, and WAN connectivity problems and manage firewalls, switches, and other network hardware.
7. Resolve Hardware and Peripheral Issues:
• Address computer performance concerns, resolve printer and scanner issues, and perform necessary hardware repairs or replacements.
8. Handle Malware and Threat Mitigation:
• Detect, remove, and educate users on avoiding cybersecurity threats such as phishing, ransomware, and malware.
9. Support Email and Collaboration Tools:
• Troubleshoot and resolve issues in Microsoft 365, including Outlook, Teams, SharePoint, and other collaboration tools.
10. Deliver On-Site Support as Needed:
• Visit client locations to handle more complex issues or installations, ensuring optimal performance and strong client relationships.
11. Physical Work and On-Site Installation:
• Must have the ability and willingness to perform hands-on tasks such as racking and stacking network equipment, servers, and other hardware. This includes physical labor like lifting equipment (up to 50 lbs), cabling, and ensuring proper hardware installation in client environments.
• Candidates should be comfortable with physically demanding work and capable of tackling on-site challenges with confidence and professionalism.
• Demonstrated ability to perform clean and organized cable management during desktop setups, network installations, and other hardware deployments. Attention to detail is essential to ensure cables are properly routed, labeled, and secured for both functionality and aesthetics.
12. Maintain Client Satisfaction:
• Communicate technical solutions clearly, de-escalate user frustrations, and ensure that clients feel supported and informed.
13. Document and Improve Processes:
• Create detailed records of support requests and contribute to improving IT support workflows and user education resources.

Additional Expectations

• Conflict Management: Must be able to handle user frustrations calmly and professionally, addressing issues without deferring to management unnecessarily.
• Proactive Problem Solving: Anticipate client needs and prevent recurring issues through proactive measures.
• Real-World Experience: Demonstrate hands-on expertise in IT support with an understanding of privilege access management, VoIP systems, and cybersecurity best practices.

Preferred qualifications:

• MS-102 | Microsoft 365 Certified: Administrator Expert - Certifications
• Cisco CCNA / A+ Security Plus
• Working understanding of basic cybersecurity principals
• Experience with Active Directory, Azure Active Directory, and Group Policy.
• Knowledge of Microsoft Powershell Scripting
• Knowledge of networking principles and protocols.
• Knowledge of physical low-voltage cabling principals
• Familiarity with professional services automation (PSA) software.

Requirements

Certifications:

• Microsoft 365 Certified: Fundamentals - Certifications | MS900
• Microsoft 365 Certified: Administrator Associate (MS-102) – Highly Preferred
• Technical Skills:
• Expertise in Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
• Experience with Privilege Access Management platforms and VoIP systems (Vonage Business preferred).
• Strong knowledge of cybersecurity best practices (MFA, DNS filtering, BYOD policies).
• Networking troubleshooting skills (Wi-Fi, firewalls, switches).
• Professional Experience:
• 3-4 years in an MSP or similar IT support environment.
• Hands-on troubleshooting of hardware, software, and networking issues.
• Client-facing experience with conflict resolution skills.
• Soft Skills:
• Strong communication and ability to explain technical concepts clearly.
• Confidence to resolve issues independently without frequent escalation.
• Calm under pressure and effective in de-escalating difficult situations.
• Other Requirements:
• Valid driver’s license with a clean driving record (for occasional on-site visits).
• Must be able to lift 50Lbs.
• No criminal record (background check required).
• 100% Willingness to work in-office full-time with flexibility for on-site support and light travel if necessary.

Benefits

• 401K with a generous company match of 4% of your pre-tax salary deferral to help you save for your retirement
• Company Profit Sharing Program
• Paid Time Off to ensure you have time to rest, recharge, and spend time with your loved ones
• Blue Cross Blue Shield Health Insurance coverage
• Dental and Vision plan
• Optional Supplemental Insurance Plans, including Life Insurance
• Dog-Friendly Office - If approved, you can even bring your furry friend to work with you to make your workday more enjoyable and stress-free.