Help Desk Technician (Mid-Level)

Description

About Lockstep

At Lockstep, we believe great technology isn’t just about infrastructure - it’s about impact. We partner with organizations to deliver innovative, secure, and scalable IT solutions that empower their success. From network security to cloud infrastructure, we take the complexity out of IT so our clients can focus on what they do best. We’re a team that values action and collaboration. We take ownership, put customers first, work as one team, and never stop learning. If you’re looking for a place where your work truly makes a difference, Lockstep is the place to be.   

What We Offer

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan
• Short-term/long-term disability and life insurance
• Flexible PTO
• 8 company-paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

About the Role

Ocean Computer Group, a Lockstep Technology Group company, is seeking a Mid-Level Help Desk Technician to provide dedicated on-site IT support for one of our clients in Atlantic City, New Jersey. In this client-facing role, you’ll serve as a trusted technical resource for end users, providing responsive, professional support and troubleshooting a range of hardware, software, account, and connectivity issues.

What You'll Own

• Respond to help desk tickets, calls, and messages with professionalism and urgency.
• Troubleshoot and resolve issues involving desktops, laptops, printers, email, mobile devices, and business applications.
• Diagnose more complex account, access, and connectivity problems.
• Handle escalated issues independently when possible and engage senior staff when needed.
• Document troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Support onboarding and offboarding tasks, including account provisioning and device setup.
• Work with remote support tools and endpoint management platforms.
• Identify recurring issues and recommend process improvements or knowledge base updates.
• Communicate clearly with users and set accurate expectations on resolution time.

Requirements

 What We're Looking For

• 2–4 years of help desk, IT support, or technical support experience.
• Working knowledge of Windows, Microsoft 365, networking fundamentals, and common business applications.
• Experience troubleshooting endpoints, user accounts, printers, and remote access issues.
• Strong problem-solving, communication, and documentation skills.
• Ability to prioritize multiple tickets and work independently.
• Must have reliable transportation and the ability to travel between multiple client locations as needed.
• Must be available to provide occasional after=hours
•  Availability to respond to occasional after-hours escalations is required. 
• Must reside within 30 miles of Atlantic City, New Jersey.

Preferred Qualifications

• Experience with ConnectWise, ServiceNow, GovPilot, or a similar ticketing system.
• Familiarity with Active Directory, MFA, VPNs, and endpoint management tools.
• Associate degree, technical certification, or equivalent hands-on experience.

What To Expect

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. 

Office environment: This position requires prolonged computer and desk work, occasional lifting of up to 15 pounds, and regular collaboration within a professional office environment.

Equal Opportunity Employer 

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.