User Technician I

Job Overview

The iCIMS Service Desk is the first level of support, and response for employees. The User Technician I will be responsible for responding to and resolving employee service desk inquiries. They will provide IT support to employees regarding their PC setup and maintenance as well as handling updates and upgrades to software/hardware and phone system. Provides user account management, software and hardware purchasing, and inventory management.

About Us

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!


  • Provide high-quality technical support to remote and local employees to resolve all problems and emergencies related to PCs, laptops, and the phone system to ensure continuity of service so that end users can accomplish business tasks
  • Screens, diagnose internal inquiries and work requests as they relate to maintenance of iCIMS issues machines and related systems.
  • Documentation, tracking, and resolution of all support incidents in a timely and efficient manner within a ticketing system or incident management system
  • Install, upgrade, and configure network printing, directory structures, user access, security, software, and file services
  • Provision user profiles, user environments, directories, access rights and security
  • Provide computer, phone, and other application/system documentation and training to employees
  • Maintain asset inventory ensuring equipment is maintained and available based on user/business needs.
  • Assist with technical research on network upgrades and components, upgrades and installation of PCs, servers, networking equipment, and software to determine & recommend feasibility, cost, time required, and compatibility
  • Assist with purchase, install, configure and maintain new servers, network components, hardware, software, etc.
  • Assist with Administer phone system infrastructure
  • Administer Office 365 licensing
  • Assist with maintenance, upgrades, and trouble-shooting of IT infrastructure including servers, networking equipment, phones system, network file server, etc.
  • Participate in rotational on-call requirement as well as occasional off-hours work depending on business needs
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ policies, procedures, and core competencies.


  • Entry level role
  • Prior internships deploying, maintaining, and troubleshooting Windows and/or MacOS machines preferred; proficiency with Windows and/or MacOS machines and operating systems required
  • Demonstrated customer service orientation - User Technicians must be able to explain diverse technical topics in easy-to-understand language.
  • Ability to install, maintain and troubleshoot network hardware, software, and peripherals after instruction
  • High proficiency with Microsoft Office (PowerPoint, Excel, Outlook)
  • Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively
  • Ability to work effectively within a fast paced, changing environment that is going through high growth
  • A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail
  • Prior experience with PC hardware installation & trouble-shooting a plus
  • Experience with OS and other software installation & trouble-shooting a plus
  • Familiar with Windows-based servers, Microsoft Active Directory, Windows Domains, Microsoft Exchange Server
  • Experience with Windows Operating Systems desirable
  • Experience with Microsoft SQL, VBScript for Microsoft Exchange and/or ISA Server are a plus (but not required).
  • Previous experience working for a software or technology company a plus

Education/Certifications/Licenses Required
BA/BS in Information Technology or related area highly preferred or relevant equivalent work experience

Note: Role will include rotational on-call requirement as well as occasional off-hours work depending on business needs

EEO Statement
iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability.
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