📍 Job Overview

Job Title: IT Technical Support
Company: Woongjin, Inc
Location: Ridgefield Park, New Jersey, United States
Job Type: Contract
Category: IT Support & Helpdesk
Date Posted: 2025-06-20
Experience Level: Mid-Senior level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide second-line technical support for Windows environments, troubleshoot Microsoft Active Directory issues, and maintain accurate records of incidents.
Key Skills: IT Support, Microsoft Active Directory, Windows Environments, Troubleshooting, Office Suite Support, User Onboarding, Service Management, Software Deployment, IT Security Compliance, Problem-Solving, Communication Skills, Remote Support Tools, Ticketing Systems, VDI Support, MacOS Support, ITIL Practices.

📝 Enhancement Note: This role requires a strong focus on Microsoft Active Directory and Windows environments, making it an excellent fit for experienced IT support professionals looking to advance their careers in a dynamic and challenging environment.

💻 Primary Responsibilities

Technical Support: Provide second-line support for laptops, desktops, mobile devices, and peripherals across Windows environments.
Active Directory Management: Troubleshoot and resolve incidents related to Microsoft Active Directory, including user accounts, group policies, OUs, and permissions.
Office Suite Support: Handle issues related to the Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
Incident Management: Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
User Onboarding/Offboarding: Manage user access rights through Active Directory and other systems during onboarding and offboarding processes.
VIP Support: Provide on-site and off-hour support for executives and other urgent cases.
Record Keeping: Maintain accurate records of issues and resolutions using the service management system.
Software Deployment: Assist with software deployment, patching, and system updates.
Process Improvement: Identify recurring issues and recommend long-term solutions or process improvements.
Security Compliance: Ensure compliance with IT security policies and procedures.

📝 Enhancement Note: The primary responsibilities of this role require a strong technical skill set and the ability to work effectively under pressure to maintain user productivity and IT service quality.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Information Technology, Computer Science, or a related field is required.

Experience: 3+ years of hands-on experience in an IT support role in an enterprise environment is essential.

Required Skills:

Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.
Familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.).
Strong problem-solving and communication skills, both written and verbal.
Ability to prioritize and manage multiple tasks in a fast-paced environment.

Preferred Skills:

Certifications such as CompTIA A+, Network+, Microsoft (MCP, MCSA), or similar.
VDI support experience.
MacOS support experience.
Working knowledge of ITIL practices.
Experience in IT service desk environments supporting 500+ end users.
Basic scripting experience (PowerShell) for automation tasks.
Experience with ticketing systems (e.g., Zendesk, ServiceNow, BMC Remedy).
Experience with Enterprise Mobility Management (or Mobile Device Management).
Experience with WDS (Windows Distribution Services).
Experience with disk imaging/cloning tools.

📝 Enhancement Note: While the required skills focus on Microsoft Active Directory and Windows environments, the preferred skills demonstrate a preference for candidates with a broader skill set and experience in various IT support areas.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Active Directory Case Studies: Document and present case studies demonstrating your ability to troubleshoot and resolve complex Active Directory issues.
Windows Environment Support: Showcase your experience supporting Windows environments by highlighting projects where you provided technical support and resolved user issues.
Office Suite Support Examples: Include examples of how you have handled Office suite support, including troubleshooting and user training.
Incident Management Documentation: Present your incident management skills by demonstrating how you have handled escalations and worked with other teams to resolve issues.

Technical Documentation:

Process Documentation: Document the processes you have implemented or improved to enhance IT service quality and user productivity.
Security Compliance Documentation: Provide examples of how you have ensured IT security compliance, including any security audits or assessments you have conducted.
Scripting Examples: If you have experience with scripting, include examples of how you have used it to automate tasks and improve efficiency.

📝 Enhancement Note: As this role focuses on IT support and troubleshooting, the portfolio should emphasize real-world examples of problem-solving, incident management, and process improvement in Windows environments and Active Directory.

💵 Compensation & Benefits

Salary Range: $27-$29 per hour. This range is based on the provided salary information and reflects the mid-senior level experience required for this role.

Benefits: All your information will be kept confidential according to EEO guidelines.

Working Hours: 40 hours per week, with the possibility of on-site and off-hour VIP support for executives and other urgent cases.

📝 Enhancement Note: While the salary range is provided, the benefits and working hours information are limited. Researching additional benefits and working hour flexibility for this role would provide a more comprehensive understanding of the compensation package.

🎯 Team & Company Context

Company Culture:

Industry: Woongjin, Inc. is a rapidly growing team that provides unique, exceptional, and enhanced services to its clients. They have a strong moral code that includes the service of goodness without expectations of reward and are motivated by a sense of responsibility and servant leadership.
Company Size: As a growing team, Woongjin, Inc. offers a dynamic and collaborative work environment where employees can have a significant impact on the company's success.
Founded: The founding date and company history are not provided in the job listing.

Team Structure:

The IT support team is structured with Tier 1, Tier 2 (this role), and Tier 3 support levels, indicating a well-defined escalation process for incident management.
The team works closely with infrastructure teams for advanced issue resolution, demonstrating a collaborative approach to problem-solving.
The company's focus on providing exceptional services suggests a customer-centric culture that values user productivity and IT service quality.

Development Methodology:

The development methodology is not explicitly stated in the job listing. However, the focus on incident management, process improvement, and user productivity suggests an iterative and user-centric approach to IT service delivery.

Company Website: [Not provided in the job listing]

📝 Enhancement Note: The company culture, team structure, and development methodology sections are based on inferences from the job listing and general industry standards for IT support roles. Additional research or information from the company would provide a more accurate understanding of these aspects.

📈 Career & Growth Analysis

IT Support Career Level: This role is at the mid-senior level, requiring 3+ years of hands-on experience in an IT support role in an enterprise environment. The focus on Microsoft Active Directory and Windows environments suggests that this role is suited for experienced professionals looking to advance their careers in IT support.

Reporting Structure: As a Tier 2 IT support role, this position reports to the IT support manager or team lead. The role works closely with Tier 1 support, Tier 3 support, and infrastructure teams, indicating a collaborative and cross-functional reporting structure.

Technical Impact: This role has a direct impact on user productivity and IT service quality by providing second-line technical support, troubleshooting incidents, and maintaining accurate records of issues and resolutions. The ability to identify recurring issues and recommend long-term solutions or process improvements further enhances the technical impact of this role.

Growth Opportunities:

Technical Specialization: As an experienced IT support professional, this role offers the opportunity to specialize in Microsoft Active Directory and Windows environments, allowing you to develop expertise in these areas and advance your career in IT support.
Team Leadership: With experience in incident management and process improvement, this role provides an opportunity to transition into a team leadership or management role, overseeing a team of IT support professionals and driving IT service quality and user productivity.
Architecture Decisions: As an experienced IT support professional, you may have the opportunity to influence architecture decisions related to Microsoft Active Directory and Windows environments, ensuring that the company's IT infrastructure aligns with user needs and business objectives.

📝 Enhancement Note: The career and growth analysis is based on industry standards for IT support roles and the specific requirements of this position. Additional information from the company or hiring manager would provide a more accurate understanding of the growth opportunities available to successful candidates.

🌐 Work Environment

Office Type: The office type is not explicitly stated in the job listing. However, the requirement for on-site and off-hour VIP support for executives and other urgent cases suggests a traditional office environment with flexible working hours to accommodate user needs.

Office Location(s): Ridgefield Park, New Jersey, United States

Workspace Context:

Collaborative Workspace: The focus on incident management, process improvement, and user productivity suggests a collaborative workspace where IT support professionals work closely with other teams to ensure user needs are met and IT service quality is maintained.
Technical Tools: The role requires familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.), indicating that the workspace is equipped with the necessary tools for effective incident management and troubleshooting.
Cross-Functional Collaboration: The role works closely with Tier 1 support, Tier 3 support, and infrastructure teams, demonstrating a cross-functional collaboration approach to incident management and IT service delivery.

Work Schedule: The work schedule is 40 hours per week, with the possibility of on-site and off-hour VIP support for executives and other urgent cases. This flexible work schedule allows IT support professionals to accommodate user needs and maintain IT service quality.

📝 Enhancement Note: The work environment section is based on inferences from the job listing and general industry standards for IT support roles. Additional information from the company or hiring manager would provide a more accurate understanding of the workspace and work schedule for this role.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: The interview process begins with a technical assessment focused on Microsoft Active Directory, Windows environments, and troubleshooting skills. This assessment may include live coding or configuration exercises to evaluate your problem-solving abilities and technical expertise.
Incident Management Scenario: The interview process may also include a scenario-based assessment of your incident management skills, requiring you to demonstrate your ability to handle escalations and work with other teams to resolve issues.
Behavioral Questions: Behavioral questions will be asked to assess your communication skills, problem-solving abilities, and cultural fit within the company. These questions may focus on your experience with incident management, process improvement, and user productivity.
Final Evaluation: The final evaluation will focus on your technical expertise, incident management skills, and cultural fit within the company. This evaluation may include a discussion of your long-term career goals and how they align with the company's objectives.

Portfolio Review Tips:

Active Directory Case Studies: Highlight your ability to troubleshoot and resolve complex Active Directory issues by presenting case studies that demonstrate your technical expertise and problem-solving skills.
Windows Environment Support: Showcase your experience supporting Windows environments by presenting projects where you provided technical support and resolved user issues. Include any positive feedback or testimonials from users to demonstrate your impact on user productivity and IT service quality.
Incident Management Documentation: Present your incident management skills by demonstrating how you have handled escalations and worked with other teams to resolve issues. Include any process improvements or best practices you have implemented to enhance IT service quality and user productivity.
Scripting Examples: If you have experience with scripting, include examples of how you have used it to automate tasks and improve efficiency. Highlight any scripting projects that demonstrate your ability to troubleshoot and resolve complex issues in Windows environments.

Technical Challenge Preparation:

Active Directory Fundamentals: Brush up on your knowledge of Microsoft Active Directory, including user accounts, group policies, OUs, permissions, and login issues. Familiarize yourself with the Active Directory tools and utilities used to manage and troubleshoot Active Directory environments.
Windows Environment Troubleshooting: Review the common issues and troubleshooting techniques for Windows 10/11, Office 2021/2023, and standard desktop applications. Practice troubleshooting exercises to improve your problem-solving skills and technical expertise.
Incident Management Strategies: Review incident management best practices and strategies, focusing on escalation processes, cross-functional collaboration, and user productivity. Prepare for scenario-based assessments that require you to demonstrate your ability to handle escalations and work with other teams to resolve issues.

ATS Keywords: [Not explicitly stated in the job listing. However, relevant keywords may include IT Support, Microsoft Active Directory, Windows Environments, Troubleshooting, Office Suite Support, User Onboarding, Service Management, Software Deployment, IT Security Compliance, Problem-Solving, Communication Skills, Remote Support Tools, Ticketing Systems, VDI Support, MacOS Support, ITIL Practices, etc.]

📝 Enhancement Note: The application and technical interview process section is based on industry standards for IT support roles and the specific requirements of this position. Additional information from the company or hiring manager would provide a more accurate understanding of the interview process and technical assessment for this role.

🛠 Technology Stack & Web Infrastructure

Active Directory Technologies:

Microsoft Active Directory: The primary technology used in this role is Microsoft Active Directory, which is a directory service created by Microsoft for Windows domain networks. It is a suite of services that includes Active Directory Domain Services (AD DS), Active Directory Lightweight Directory Services (AD LDS), and Active Directory Federation Services (AD FS).
Active Directory Users and Computers (ADUC): ADUC is a Microsoft Management Console (MMC) snap-in that allows administrators to manage users, computers, and other objects in an Active Directory domain.
Group Policy Objects (GPOs): GPOs are used to manage user and computer configuration settings in an Active Directory environment. They allow administrators to enforce policies that control user access, security, and application settings.
Organizational Units (OUs): OUs are containers within Active Directory that are used to group objects such as users, computers, and other OUs. They are used to organize and manage objects in a hierarchical structure.
Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP): DNS and DHCP are essential services for network communication and device configuration in Active Directory environments. DNS resolves hostnames to IP addresses, while DHCP automatically assigns IP addresses and other network configuration settings to devices on a network.

Windows Environment Technologies:

Windows 10/11: Windows 10 and 11 are operating systems developed by Microsoft for personal computers, tablets, and embedded systems. They are the primary operating systems supported in this role.
Office 2021/2023: Office 2021 and 2023 are productivity suites developed by Microsoft, including applications such as Word, Excel, PowerPoint, and Outlook. They are the primary office suite supported in this role.
Standard Desktop Applications: The role requires experience supporting standard desktop applications, including web browsers, email clients, and other productivity tools used in a Windows environment.

Remote Support Tools:

System Center Configuration Manager (SCCM): SCCM is a systems management software product for managing Windows-based desktop and server computers in an enterprise environment. It is used to deploy and update software, manage updates and security, and provide remote control capabilities.
Remote Desktop: Remote Desktop is a proprietary protocol developed by Microsoft that provides a user with a graphical interface to another computer with remote access capabilities. It is used to remotely access and control Windows-based computers and servers.

📝 Enhancement Note: The technology stack and web infrastructure section is based on the specific technologies and tools required for the IT support role. Additional information from the company or hiring manager would provide a more accurate understanding of the technology stack and infrastructure used in this role.

👥 Team Culture & Values

IT Support Values:

User-Centric Approach: The primary value of an IT support team is to provide exceptional user support and ensure user productivity. This role requires a strong focus on user-centric support, incident management, and process improvement to maintain IT service quality and user satisfaction.
Technical Expertise: IT support professionals must have strong technical expertise in the technologies and tools they support. This role requires a deep understanding of Microsoft Active Directory, Windows environments, and remote support tools to effectively troubleshoot and resolve incidents.
Problem-Solving Skills: IT support professionals must have strong problem-solving skills to effectively troubleshoot and resolve incidents. This role requires the ability to analyze complex issues, identify root causes, and implement long-term solutions or process improvements.
Communication Skills: IT support professionals must have strong communication skills to effectively interact with users, understand their needs, and provide clear and concise technical guidance. This role requires the ability to communicate effectively with users, stakeholders, and other IT support teams to ensure user needs are met and IT service quality is maintained.
Collaboration: IT support professionals must work closely with other teams, including Tier 1 support, Tier 3 support, and infrastructure teams, to ensure user needs are met and IT service quality is maintained. This role requires the ability to collaborate effectively with other teams to handle escalations, troubleshoot incidents, and implement process improvements.

Collaboration Style:

Cross-Functional Collaboration: The role works closely with Tier 1 support, Tier 3 support, and infrastructure teams, demonstrating a cross-functional collaboration approach to incident management and IT service quality.
Code Review Culture: The role may include a code review culture, where IT support professionals review each other's scripts, configurations, and other technical work to ensure quality, consistency, and best practices are maintained.
Knowledge Sharing: The role encourages knowledge sharing, technical mentoring, and continuous learning to enhance the technical expertise and problem-solving skills of IT support professionals.

📝 Enhancement Note: The team culture and values section is based on industry standards for IT support roles and the specific requirements of this position. Additional information from the company or hiring manager would provide a more accurate understanding of the team culture and values for this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Microsoft Active Directory Troubleshooting: The primary technical challenge of this role is troubleshooting and resolving incidents related to Microsoft Active Directory. This requires a deep understanding of Active Directory concepts, tools, and utilities, as well as the ability to analyze complex issues, identify root causes, and implement long-term solutions or process improvements.
Windows Environment Support: The role requires experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications. This may include troubleshooting issues related to software deployment, patching, and system updates, as well as user onboarding and offboarding processes.
Incident Management: The role requires experience handling escalations from Tier 1 support and working closely with Tier 3 and infrastructure teams for advanced issue resolution. This may include incident management best practices, escalation processes, and cross-functional collaboration to ensure user needs are met and IT service quality is maintained.
User Onboarding/Offboarding: The role requires experience managing user access rights through Active Directory and other systems during onboarding and offboarding processes. This may include provisioning and de-provisioning user accounts, group memberships, and other access rights to ensure user productivity and IT security compliance.

Learning & Development Opportunities:

Technical Skill Development: As an experienced IT support professional, this role offers the opportunity to develop expertise in Microsoft Active Directory, Windows environments, and remote support tools. This may include certifications, training, and other learning opportunities to enhance your technical skills and advance your career in IT support.
Conference Attendance: The role may offer opportunities to attend industry conferences, workshops, and other learning events to stay up-to-date with the latest trends and best practices in IT support and incident management.
Technical Mentorship: The role may offer opportunities for technical mentorship, where experienced IT support professionals provide guidance, support, and career development advice to less experienced team members.
Leadership Development: As an experienced IT support professional, this role offers the opportunity to develop leadership skills by overseeing a team of IT support professionals, driving IT service quality, and ensuring user productivity.
Architecture Decisions: As an experienced IT support professional, you may have the opportunity to influence architecture decisions related to Microsoft Active Directory and Windows environments, ensuring that the company's IT infrastructure aligns with user needs and business objectives.

📝 Enhancement Note: The challenges and growth opportunities section is based on industry standards for IT support roles and the specific requirements of this position. Additional information from the company or hiring manager would provide a more accurate understanding of the technical challenges and growth opportunities for this role.

💡 Interview Preparation

Technical Questions:

Active Directory Fundamentals: Be prepared to discuss your understanding of Microsoft Active Directory, including user accounts, group policies, OUs, permissions, and login issues. Demonstrate your ability to troubleshoot and resolve complex Active Directory incidents using tools and utilities such as ADUC, GPOs, DNS, and DHCP.
Windows Environment Troubleshooting: Be prepared to discuss your experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications. Demonstrate your ability to troubleshoot and resolve issues related to software deployment, patching, and system updates, as well as user onboarding and offboarding processes.
Incident Management Strategies: Be prepared to discuss your experience handling escalations, working with other teams, and implementing process improvements to enhance IT service quality and user productivity. Demonstrate your ability to analyze complex incidents, identify root causes, and implement long-term solutions or process improvements.

Company & Culture Questions:

IT Support Culture: Be prepared to discuss your understanding of IT support culture, including user-centric support, incident management, and process improvement. Demonstrate your ability to work effectively with users, stakeholders, and other IT support teams to ensure user needs are met and IT service quality is maintained.
IT Support Methodologies: Be prepared to discuss your experience with IT support methodologies, including Agile practices, code review processes, and quality assurance techniques. Demonstrate your ability to implement and maintain high-quality IT support processes that enhance user productivity and IT service quality.
User Experience Impact: Be prepared to discuss your understanding of user experience (UX) and its impact on IT service quality and user productivity. Demonstrate your ability to analyze user needs, identify pain points, and implement UX improvements to enhance the user experience and drive IT service quality.

Portfolio Presentation Strategy:

Active Directory Case Studies: Present case studies that demonstrate your ability to troubleshoot and resolve complex Active Directory incidents. Include detailed descriptions of the issues, the tools and utilities used to resolve them, and the long-term solutions or process improvements implemented.
Windows Environment Support: Present projects that demonstrate your experience supporting Windows environments, including user onboarding, software deployment, and incident management. Include any positive feedback or testimonials from users to demonstrate your impact on user productivity and IT service quality.
Incident Management Documentation: Present your incident management skills by demonstrating how you have handled escalations, worked with other teams, and implemented process improvements to enhance IT service quality and user productivity. Include any best practices or industry standards you have implemented to drive IT service quality and user satisfaction.

📝 Enhancement Note: The interview preparation section is based on industry standards for IT support roles and the specific requirements of this position. Additional information from the company or hiring manager would provide a more accurate understanding of the interview process and technical assessment for this role.

📌 Application Steps

To apply for this IT Technical Support position:

Submit Your Application: Submit your application through the application link provided in the job listing.
Customize Your Portfolio: Tailor your portfolio to highlight your experience supporting Windows environments, troubleshooting Active Directory incidents, and managing user access rights. Include case studies, projects, and other examples that demonstrate your technical expertise and problem-solving skills in these areas.
Optimize Your Resume: Optimize your resume for web technology roles by highlighting your experience with Microsoft Active Directory, Windows environments, and remote support tools. Include any relevant certifications, training, or other qualifications that demonstrate your technical expertise and problem-solving skills.
Prepare for Technical Challenges: Review the technical assessment and interview preparation sections of this enhanced job description to ensure you are well-prepared for the technical challenges and interview questions related to this role.
Research the Company: Conduct thorough research on the company, its IT support culture, and user experience impact to ensure you are well-informed and prepared to discuss these aspects during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

IT Support-Specific Focus:

Tailor every section specifically to IT support roles, emphasizing Microsoft Active Directory, Windows environments, troubleshooting, incident management, and user productivity.
Include IT support methodologies, best practices, and industry standards relevant to the role.
Emphasize user-centric support, communication skills, and cross-functional collaboration with other IT support teams.
Address IT support career progression, technical skill development, and growth opportunities in IT support roles.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical responsibilities, team structure, or company information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute IT support and Windows environment-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and IT support specialization.

Industry Expertise:

Include specific Microsoft Active Directory, Windows environment, and remote support tool requirements prominently.
Address IT support career progression paths and technical leadership opportunities in IT support roles.
Provide tactical advice for IT support portfolio development, incident management, and user onboarding processes.
Include IT support-specific interview preparation and coding challenge guidance.
Emphasize user experience design, accessibility standards, and performance optimization in the context of IT support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use IT support and Windows environment-specific industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to IT support professionals.
Provide actionable insights that give IT support candidates a competitive advantage.
Focus on IT support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize Microsoft Active Directory, Windows environment, and remote support tool best practices, troubleshooting techniques, and performance optimization strategies.
Include specific portfolio requirements tailored to the IT support discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles in the context of IT support roles.
Focus on problem-solving methods, performance optimization, and scalable IT infrastructure design.
Include technical presentation skills and stakeholder communication for IT support projects.

Avoid:

Generic business jargon not relevant to IT support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific IT support role.
Marketing language unrelated to IT support, incident management, or user experience.

Generate comprehensive, IT support-focused content that serves as a valuable resource for IT support professionals seeking their next opportunity and preparing for technical interviews in the IT support and incident management industry.

IT Technical Support