Level 1 Help Desk Technician

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Service Point LLC, is seeking a Level 1 Help Desk Technician for a 6+ month Hybrid opportunity located in New York City. The hours are Monday-Friday 9AM-6PM. The hybrid schedule would be remote Monday/Tuesday and onsite Wednesday/Thursday & Friday. The individual we are seeking is someone who can provide Level 1 Help Desk supporting providing internal users with assistance with hardware and software issues.

This is over-the-phone support! The environment is a Windows-based environment so the individual will need to have a background in troubleshooting users over the phone as well as hands-on with Windows 10/11 challenges. Hardware troubleshooting support at times will be needed on Desktops/Laptops/Tablets and Printers.

• Provide Daily Infrastructure Support
• Respond to and resolve technical support requests for hardware, software, and network issues across MacOS and Windows OS environments.
• Assist team members with setup, troubleshooting, and maintenance of core tools, including Microsoft 365, Google Workspace, Slack, and Zoom.
• Oversee device setup, user onboarding, and account management using tools like One Login, JAMF, and Microsoft Entra.
• Ensure a smooth user experience by maintaining system configurations and managing user profiles organization-wide.
• Maintain and troubleshoot AV setups, including Zoom Rooms and Google Meet Conference Rooms, to ensure seamless communication for both remote and in-person teams.
• Diagnose and resolve network connectivity issues (e.g., DNS, DHCP, TCP/IP), server access problems, and software performance challenges.
• Perform root-cause analysis to prevent recurring issues and improve overall system reliability.
• Assist with system upgrades, rollouts, and new hardware/software implementations to enhance operational efficiency and scalability.
• Collaborate on technology projects that drive improvements across the organization.
• Develop and maintain internal knowledge base articles, how-to guides, and process documentation to support technical consistency and transparency across the team.
• Act as a liaison between employees and technical teams, translating complex infrastructure issues into simple, actionable solutions while delivering high-quality customer service.
• Manage the lifecycle of hardware assets, including procurement, deployment, and decommissioning, while ensuring compliance with company policies and maintaining accurate asset tracking.

• 1-3+ years of hands‑on experience with key tools such as JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and One Login.
• Proficiency in supporting both MacOS and Windows OS environments, with strong understanding of AV systems like Zoom Rooms and Google Meet.
• Demonstrated ability to perform root‑cause analysis and resolve complex technical issues in a high‑availability, fast‑paced environment.
• Excellent written and verbal communication skills, with the ability to simplify technical issues for non‑technical users.
• Strong interpersonal skills and customer service orientation.
• Nice to have:
  Relevant industry certifications such as CompTIA A+, Microsoft 365 Certified, JAMF Certification, or AV‑related certifications.
• Ability to follow established procedures while proactively identifying opportunities to improve operational efficiency.
• Skilled at creating and maintaining clear technical documentation.
• Proven track record of working effectively in a team, providing high‑level support, and coordinating with cross‑functional partners.

Immediate need.