Technical Support Help Desk

Position: Helpdesk Support Location: New York (5 days onsite) Yrs of Exp: 1-4yrs Must have: Mac OS, JAMF Responsibilities Provide first-level support to users experiencing issues with software, hardware, network connectivity, and IT systems, with a particular focus on the Microsoft Office environment (including Office 365). Troubleshoot and resolve incidents via phone, email, or in-person, logging all actions in the helpdesk ticketing system Diagnose technical problems, resolve incidents, and escalate issues when necessary. Perform root cause analysis and apply solutions to prevent future occurrences Handle user access requests, password resets, and permissions within various IT systems, following security protocols to ensure data integrity Assist with the installation, configuration, and maintenance of computers, software applications (including Zoom and Slack for collaboration), printers, and other peripherals. Coordinate hardware replacement or repair as needed Maintain detailed records of support requests, actions taken, and final outcomes. Update and maintain user guides, FAQs, and knowledge base documentation for common technical issues Identify and address potential technical issues before they impact users, perform routine maintenance on IT systems, and monitor IT infrastructure health Foster positive relationships with end-users, maintain a friendly and professional demeanor, and strive to provide the highest level of service satisfaction Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus 1-3 years of experience in a helpdesk or technical support role. Experience supporting the Microsoft Office environment (including Office 365), Zoom, and Slack is highly preferred Familiarity with Microsoft Windows environments, Office 365, Zoom, Slack, basic networking concepts, and common IT support tools. Knowledge of ticketing systems (e.g., ServiceNow, JIRA) is advantageous Strong communication skills, customer service orientation, patience, and ability to work under pressure. Strong analytical and problem-solving abilities Flexibility to work in shifts or be on-call for emergency support, as needed