Technical specialist Jobs in Jersey City, NJ

Job Title : Technical Specialist II

Grade : 20

Salary : $71,613- $86,262

The Research Foundation for Mental Hygiene is seeking a qualified applicant to fill a Technical Specialist II role. Serving as a senior, hands-on user support technician, the Technical Specialist II must resolve complex end-user and workstation support issues consistent with Institute and data policies, procedures and regulations. The incumbent will resolve complex incidents and requests escalated from lower levels of support, aid development of more junior support technicians, and coordinate support with other external technical teams. This position requires moderate-to-advanced technical expertise and professional experience with IT support. Including use of IT tracking systems, accounts management solutions, remote support technologies and other structured enterprise technology solutions. The incumbent will troubleshoot, diagnose, and resolve sophisticated problems, often working closely with other technical teams and support compliance with IT procedures.

The selected candidate must possess demonstrable understanding of complex IT infrastructures and services (e.g., SaaS cloud platforms, enterprise authentication services beyond Active Directory, enterprise IT management software). The Technical Specialist II must have strong communication skills and ability to explain technical issues to both technical and non-technical audiences. Experience developing technical support procedures and evidence of excellent problem-solving and analytical skills are assets.

Duties and Responsibilities :

• Serve as the higher- point of escalation for complex technical issues that cannot be resolved by Level 1 or Level 2 support.
• Analyze and troubleshoot advanced technical problems, including network, system, software, and hardware issues.
• Collaborate with other teams to diagnose, resolve, and escalate issues as necessary.
• Provide higher-level technical support.
• Document detailed technical solutions for recurring problems and contribute to knowledge base creation.
• Manage and resolve incidents via ticketing system.
• Conduct root cause analysis of recurring problems and work on long-term solutions to prevent future issues.
• Ensure high levels of customer satisfaction by following up on escalated issues and ensuring timely resolutions.
• Stay up-to-date with product updates, new technologies, and industry trends.

Minimum Qualifications :

Preferred Qualifications :

Work Location : 40 Haven Ave, New York, NY 10032

To Apply : Submit an application through our website at . Please note only applications submitted through our website will be considered.

The Mission of the Research Foundation for Mental Hygiene, Inc. (RFMH) is to promote the mental health of all New Yorkers, with a focus on providing hope and supporting recovery for adults with serious mental illness and children with serious emotional disturbances. Applicants with lived mental health experience are encouraged to apply. RFMH is deeply committed to supporting underserved individuals, organizations, and communities. To this end, RFMH is focused on implementing activities and initiatives to reduce disparities in access, quality, and treatment outcomes for underserved populations. A critical component of these efforts is ensuring that RFMH is a diverse and inclusive workplace where all employees' unique attributes and skills are valued and utilized to support the mission of the Agency. RFMH is an equal opportunity / affirmative action employer.

The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. Excellent Benefits Package. Employer / Minority / Women / Disabled / Veteran Employer. VEVRAA 41 CFR 60-300.5(a) compliant.