NEW JOB OPENING
DESKTOP SUPPORT TECHNICIAN
IN New York, NY, USA!

***Only qualified Desktop Support Technician candidates located near the New York, NY area to be considered due to the position requiring an onsite presence***



Education:

• Technical Degree or related work experience



Required Skills:

• Hands-on, on-site desktop support with junior-to-intermediate macOS troubleshooting, basic Windows 11 troubleshooting, and foundational knowledge for server room / network closet build-out

• Candidates should understand core networking concepts and terminology such as TCP/IP, DNS, DHCP, and firewalls

• Familiarity with collaboration tools such as Slack, Microsoft Teams, and Zoom is also important



Preferred Skills:

• Experience with a ticketing system such as ServiceNow or Jira (or similar) is preferred

• Basic administration experience with Google Admin and Microsoft 365/O365 Admin is a plus

• Exposure to MDM and directory services (any of AirWatch/Workspace ONE, Intune, JamF, and/or AD-related products) is desired

• Interest in AI tools and strong motivation to learn and apply them in day-to-day support workflows is a plus)



Description:

• The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems

• Maintains and implements desktop solutions in support of organizational business needs

• Provides professional-level phone support to customers. Performs all duties in accordance with company policies and procedures



Primary Responsibilities:

• Troubleshoot and replace laptop and PC hardware

• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support

• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff

• Set up, maintain and troubleshoot

• Participate in IT Support queue which will result in assigning and prioritizing open issues

• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation

• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues

• Perform server and desktop computer updates to safeguard from malicious viruses and malware

• Manage customer issues and requests by creating, tracking and documenting technical solutions

• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks

• Build\deploy new workstations (desktops laptops)

• Install\upgrade hardware\software on Windows workstations

• Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation

• Maintain positive relations through effective customer follow-up

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**