Desktop Support Specialist; NY

Desktop Support Specialist (NY, New York City)

The Desktop Support Specialist is a hands‑on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.

Location:

New York, NY
We are interested in qualified candidates who are eligible to work in the United States. However, we are not able to sponsor visas.

• Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
• IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
• Implement and support users according to regulatory compliance, policies and procedures.
• Respond to alerts from various monitoring applications providing a layered network security
• Support peers on other projects and tasks while balancing regular duties
• Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
• Implement and support existing and new applications and technologies entering the infrastructure
• Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person‑to‑person troubleshooting, etc…)
• Support third party vendor applications – installation, user setup and user support.
• Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
• Contribute to the development and implementation of ‘best‑practice’ standards as well as departmental policies and procedures.
• Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
• Additional duties may be assigned such as planning, equipment staging, etc. as change occurs
• Occasional travel to other office locations may be required

• Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
• 3-5 years of related work experience in desktop support
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands‑on experience with Windows/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti‑virus programs
• Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem‑solving and multitasking skills
• Customer‑oriented attitude
• Prior experience using the below preferred:
  • Service Now Ticketing System
  • VDI VMware
  • Manage Endpoint Central – Remote system, Computer patching
  • PC Imaging
  • Knowledge base Documentation
  • Computer Inventory
  • Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
  • Cisco Any Connect VPN
  • Phone systems – Ring Central and FSN
  • Misc application management and support

Salary: $60,000 – $80,000 base salary, based on experience, plus eligibility to participate in the company’s bonus program.