Information Technology Service Desk Technician

We are looking for an IT Service Desk Analyst to support one of our best clients onsite in Lower Manhattan, New York!

This role is a service desk/IT support bar - Experience providing in-person support in a heavy MAC environment is needed.

We are looking for candidates with:

• Confidence – Comfortable in what they know and honest about what they don’t. Knows how to escalate
• Poise – Professional demeanor, even under pressure.
• Clear and concise communication – Able to articulate thoughts succinctly and effectively.
• Aspirations and ambition – Motivated to grow, learn, and take on new challenges.
• Drive – Demonstrates initiative and a strong work ethic.

As you review candidates, please prioritize these traits when assessing fit and please probe for examples that highlight these qualities.

• Technical Environment – Looking for candidates who have this experience/tools:
• 70% Mac, 30% Windows
• Windows physical hardware + VDIs (primarily Linux VDIs, some Windows VDIs but not much and trying to get away from)
• Collaboration tools: Google Workspace, Zoom, Slack
• Ticketing: FreshService is primary, use Jira secondary for engineering projects
• A lot of their tickets are related to onboarding/account provisioning/access management related – use Okta and Collide for that
• MDM: JAMF & Intune
• Use Zoom Rooms for AV/VC – if someone has AV/VC skills, that’s great/a plus – will be doing more and more events

• Responsibilities:
• The IT Service Desk Technician provides basic technical assistance and support to internal end users as well as augments the IT Service Desk Team by performing repetitive tasks and functions, such as imagining hardware, swapping devices, and counting IT hardware inventory.
• Be the face of IT to corporate employees in the respective office location.
• Ensure that the physical IT technology in the office is operational (e.g. AV rooms, Wi-Fi, badge readers, cameras, etc).
• Oversee the suite of collaboration tooling in use and ensure end users have great experiences using the tools provided.
• Work to improve the procurement and asset management practices for IT hardware and software.
• Be responsible for the physical inventory of computer assets and ensure the local equipment is tracked efficiently and securely.
• Work with Finance and IT leadership to manage budgets and costs for IT spend.
• Work with the broader IT team to provide training, documentation, and learning opportunities to peers and IT staff on support processes and techniques.
• Execute standard Onboarding & Offboarding processes for employees joining and leaving the company.
• Engage directly with employees and internal users who are experiencing IT related service issues. Resolve incidents such as network access, hardware break/fix, and software related problems as well as execution of defined service requests (e.g., installing licensed software, provisioning user access to software applications).
• Use defined escalation processes to escalate support issues that require staff with specialized skills or higher-level administrative permissions to resolve.
• Utilize standard operation procedures (SOPs) to perform routine tasks and work with engineering teams to define new SOPs for common support functions.
• Participate in after-hours, on-call support rotation.
• Could be required to lift laptops and other IT equipment, boxed or unboxed, up to 35lbs.

• Required Skills:
• 3+ years of IT end user support experience in a Windows and MAC environment
• Prior experience providing Desktop Support at Tier 2 levels as well as being in an active member of an on-call support rotation.
• Experience using desktop imagining and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
• Thorough knowledge of PC hardware, PDA devices, desktop software, Windows 10 and 11, O365, anti-virus, internet browsers, and network connectivity.
• Hands-on experience working with and updating support tickets in a ticket management platform such as ServiceNow, Zendesk, or Jira.
• Customer focused approach to delivering excellent service and support to internal customers.