Desktop Support Engineer

IT Desktop Support, Incident Technician and Mac Support

Location: Manhattan, New York, USA

Job Summary: IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues that arise within a company's IT infrastructure. They log incidents, diagnose hardware and software problems, implement solutions, and communicate status updates to users while working within an incident management system to track and prioritize problems effectively. Focus is placed on maintaining IT hardware inventory in Service Now and supporting Apple Devices.

The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison among customers, departments, and the organization to lead problem resolution.

• Maintaining IT hardware inventory in Service Now.
• Deskside support of Windows AND Apple devices.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals).
• Provide software break/fix services and replacement of non‑warranty assets for end users.
• Provide network printer and scanner connectivity support, including device configuration, IP addressing, and direct TCP/IP output.
• Provide warranty and break/fix support for networked printers and scanners.
• Escalate from helpdesk for application support including in‑house, 3rd‑party applications and market data applications.
• Support operating system drivers, software, and firmware.
• Assist users with home‑connection and work‑from‑home setup – laptop or personal laptop + virtual machine.
• Ensure that policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interact with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in the ticket‑tracking system.
• Proactively inform management of trends, significant problems, and expected delays.
• On‑call – participate in a rotating schedule providing after‑hours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple communication platforms such as email, Microsoft Teams, Skype, Symphony, Jive, etc.
• Provide support and maintenance of MAC hardware, Apple mobile products, applications, pro applications, and OS.
• Provide onsite support to authorized users with operational and technical support to meet specified SLAs.
• Resolve incidents and problems associated with Apple products.
• Perform installation, configuration, upgrade, repair, and preventative maintenance on software, hardware, and/or systems related to Apple products.
• Monitor and advise team on the support activities of the Apple support center.
• Provide onsite hardware support for general troubleshooting and problems for Apple products.
• Typically based in an office environment with the potential for occasional on‑site visits to user locations.
• May involve working outside of regular business hours to support critical incidents.
• May require movement between offices located in nearby buildings.

• 4+ years of desktops support experience with MAC and Windows PCs.
• Solid MAC experience is a must.
• Shipping & receiving inventory & stocking of spare PCs, laptops, printer & server parts.
• Patch management for end users and servers.
• PC hardware break/fix.
• Software break/fix.
• Windows and Mac operating systems knowledge.
• Bachelor’s Degree in Business, Information Technology or related field (or equivalent work experience is preferred).

Employment type: Full‑time

Work arrangement: 100% Work from office

Hours: 40 hours per week