Job Description
Join our award-winning IT team as a Help Desk Support Specialist in the heart of New York City! We're seeking a tech-savvy problem-solver to deliver exceptional user experiences across our Fortune 500 client portfolio. This hybrid role combines on-site collaboration at our Manhattan headquarters with flexible remote work options. Enjoy competitive benefits, professional development stipends, and a culture that celebrates innovation and work-life balance.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and remote desktop for 500+ end-users
- Diagnose and resolve hardware/software issues including Windows 10/11, macOS, and Microsoft 365
- Manage ticket lifecycle in ServiceNow with SLA compliance and customer satisfaction focus
- Deploy and configure new devices (laptops, peripherals) with imaging tools
- Document solutions in knowledge base and create training materials
- Collaborate with network/security teams on escalated incidents
Qualifications
- 3+ years of enterprise-level help desk experience with ticketing systems
- CompTIA A+ or equivalent certification required
- Expertise in Active Directory, VPN, and endpoint management (Intune/SCCM)
- Strong customer service skills with ability to de-escalate technical frustrations
- Experience with Service Desk Plus or similar ITSM platforms
- Bachelor's degree in IT or related field preferred