Job Description
Join TechSolutions Inc.'s award-winning IT support team in the heart of Manhattan! We're seeking a passionate Help Desk Support Specialist to deliver exceptional technical assistance to our diverse workforce. This hybrid role combines on-site collaboration at our NYC office with flexible remote work options. You'll be the first point of contact for resolving hardware/software issues, optimizing user experiences, and implementing cybersecurity best practices. Our competitive package includes comprehensive benefits, professional development stipends, and opportunities for advancement into cloud infrastructure or cybersecurity roles.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and in-person for 500+ employees
- Diagnose and resolve hardware/software issues including Windows/macOS, Office 365, and enterprise applications
- Manage Active Directory accounts, VPN configurations, and permission requests
- Create and maintain detailed documentation in ServiceNow knowledge base
- Collaborate with network and security teams on incident response
- Conduct new hire IT onboarding and equipment provisioning
- Monitor ticket queues and maintain SLA compliance targets
Qualifications
- 3+ years of enterprise-level help desk support experience
- CompTIA A+/Network+ certification or equivalent technical training
- Expert proficiency in Windows 10/11, macOS, and Microsoft 365
- Strong troubleshooting skills using diagnostic tools like Wireshark
- Experience with ITSM platforms (ServiceNow, Jira Service Desk)
- Excellent written and verbal communication skills
- Ability to prioritize tasks in high-pressure environments
- Bachelor's degree in IT or related field preferred