Help Desk Specialist

Help Desk Specialist-Contractor-Position Overview

The Nu-Age Group (NAG) has a twenty-nine-year track record of success as an accredited managed service provider (MSP). Nu-Age provides technology services to all vertical markets including finance, healthcare, legal, construction and advertising. Our service offerings range from technology hardware and software sales, managed services, colocation, hosted applications, backups, disaster recovery and cybersecurity.

The Nu-Age Group is based in Orlando, FL and East Rutherford, NJ, specializing in Managed IT services, Cybersecurity, Cloud solutions, and strategic IT consulting. We are committed to bringing enterprise-level productivity and scalability to small and medium-sized businesses, and we are a HIPAA and SOC 2 certified services provider. Our cutting‑edge technology solutions have helped our clients focus on growing their business since our inception.

The Nu-Age Group has been contracted to provide a Helpdesk Specialist candidate for our client. The role is a part‑time, six‑month contract to provide onsite Level 1 (L1) desktop support. The position has room for expansion and growth for the candidate as the candidate delivers success in the role. The candidate is responsible for providing Level 1 support onsite at client location located in New York City.

The candidate will provide day‑to‑day level 1 technical support and develop practices and processes to achieve these objectives.

This candidate will serve as the first point of contact for staff seeking technical assistance. The position requires strong technical troubleshooting abilities, excellent interpersonal skills, and a proactive, service‑oriented approach to supporting daily IT needs. The candidate will be employed by The Nu-Age Group.

• Strong M365 troubleshooting experience—particularly with Exchange Online and Outlook performance issues (large shared mailboxes, access issues, profile‑related problems, etc.) along with strong remote Windows support skills (remote registry edits, our users have no local admin rights so Run As/local admin is required).
• Candidate needs to independently troubleshoot and drive resolution without heavy escalation.
• Workstyle/Culture – Proactive & Ownership mindset. When things are quiet, we expect the engineer to actively engage: shadowing internal support, asking questions about our environment, reviewing documentation, or offering help.
• Candidate must be a strong open communicator when dealing with support issues, collaborate and work with IT team on escalation.
• Candidate does not wait to be directed but instead looks for ways to contribute and understand our systems and pain points.
• Provide L1 desktop support for resolving hardware, software, printer, and connectivity issues with prompt desk‑side assistance.
• Serve as the primary point of contact for NYC employees, escalating more complex or advanced issues to the MSP and tracking resolution progress.
• Maintain accurate IT asset inventory, track equipment repairs and replacements, and ensure documentation of all support tickets.
• Support staff in using standard productivity applications (e.g., Microsoft Office, email, video conferencing tools).

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• 5 years’ experience in a IT support, helpdesk support role.
• Valid (non‑suspended or limited) Driver’s License.
• We will consider a variety of technical certifications in the categories of networking, server, storage, virtualization, Microsoft including Office 365, AWS, and security.
• Ability to clearly communicate technical concepts to both technical and non‑technical audiences.
• Candidate must be highly organized and structured.
• Industry Standard Certifications such as MCP, Office 365, A+, HDI (Help Desk Institute).
• Experience with Connect Wise ticketing system, PRTG, IT Glue.
• Strong communication and writing skills, fast learner, self‑starter.
• Work cohesively with Tier II and others to resolve any technical problem(s).
• Excellent abilities to critically think and troubleshoot efficiently.
• Self‑starter, self‑sufficient with ability to work on multiple tasks with…