Garrison Associates LLC
Desktop Support / Service Desk Analyst
Garrison Associates LLC, New York, New York, us, 10261
IT Desktop Support / Service Desk Analyst
Premier, global reinsurance firm seeking a IT Desktop Support / Service Desk Analyst.
This contract position is located in mid‑town NYC and requires an initial 6‑month engagement (possible extension).
Position Summary This individual will provide front‑line Tier 1/2 technical support via phone, email, or in‑person to local and global users, and report to the IT Lead – Services & Ops Manager. The role involves managing incidents in the organization’s trouble‑tracking system, adhering to established SLAs, and collaborating with local and global IT teams.
Principal Accountabilities
Serve as the first point of contact for end‑user IT support requests via phone, email, and ticketing systems.
Troubleshoot and resolve issues related to Windows 10/11, macOS, Microsoft 365, and common enterprise applications.
Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting.
Support desktops, laptops, mobile devices, PCs, printers, and peripherals.
Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management.
Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust) to resolve issues efficiently.
Escalate complex or unresolved issues to Level 3 support teams.
Troubleshoot system alerts and address when required.
Document incidents, resolutions, and detailed troubleshooting records; contribute to the IT knowledge base.
Assist with hardware setups, software installations, and system imaging.
Maintain accurate records of IT assets and ensure compliance with internal policies.
Support macOS and Windows device deployment and management, including enrollment, configuration, and lifecycle maintenance.
Ensure macOS and Windows security compliance in line with corporate policies and industry best practices.
Administer and support Apple Business Essentials for device management and user provisioning.
Follow ITSM and HAM processes.
Collaborate with the Global EUC Team, Infrastructure Engineering, and Application Support Team.
Participate as a technical resource for incident response, disaster recovery, and testing.
Provide out‑of‑office support, queue monitoring, including basic technical support and issue resolution, while communicating with the on‑call team.
Assist with remediation of identified vulnerabilities.
Provide user training on systems and applications.
Professional / Technical Competences
3+ years of experience in a technical support or helpdesk environment.
Degree in IT, an IT apprenticeship, or relevant work experience.
Proficiency in supporting Windows and macOS operating systems.
Experience with macOS device deployment, management, and security compliance.
Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
Experience using Intune, Patch My PC, or Altiris SMA for software deployment and patch management.
Strong communication and customer‑service skills.
Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
Preferred Competences
Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
Familiarity with Apple Business Essentials.
Basic scripting knowledge (e.g., PowerShell) is a bonus.
Seniority Level Associate
Employment Type Contract
Job Function Information Technology
Industry Insurance
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This contract position is located in mid‑town NYC and requires an initial 6‑month engagement (possible extension).
Position Summary This individual will provide front‑line Tier 1/2 technical support via phone, email, or in‑person to local and global users, and report to the IT Lead – Services & Ops Manager. The role involves managing incidents in the organization’s trouble‑tracking system, adhering to established SLAs, and collaborating with local and global IT teams.
Principal Accountabilities
Serve as the first point of contact for end‑user IT support requests via phone, email, and ticketing systems.
Troubleshoot and resolve issues related to Windows 10/11, macOS, Microsoft 365, and common enterprise applications.
Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting.
Support desktops, laptops, mobile devices, PCs, printers, and peripherals.
Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management.
Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust) to resolve issues efficiently.
Escalate complex or unresolved issues to Level 3 support teams.
Troubleshoot system alerts and address when required.
Document incidents, resolutions, and detailed troubleshooting records; contribute to the IT knowledge base.
Assist with hardware setups, software installations, and system imaging.
Maintain accurate records of IT assets and ensure compliance with internal policies.
Support macOS and Windows device deployment and management, including enrollment, configuration, and lifecycle maintenance.
Ensure macOS and Windows security compliance in line with corporate policies and industry best practices.
Administer and support Apple Business Essentials for device management and user provisioning.
Follow ITSM and HAM processes.
Collaborate with the Global EUC Team, Infrastructure Engineering, and Application Support Team.
Participate as a technical resource for incident response, disaster recovery, and testing.
Provide out‑of‑office support, queue monitoring, including basic technical support and issue resolution, while communicating with the on‑call team.
Assist with remediation of identified vulnerabilities.
Provide user training on systems and applications.
Professional / Technical Competences
3+ years of experience in a technical support or helpdesk environment.
Degree in IT, an IT apprenticeship, or relevant work experience.
Proficiency in supporting Windows and macOS operating systems.
Experience with macOS device deployment, management, and security compliance.
Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
Experience using Intune, Patch My PC, or Altiris SMA for software deployment and patch management.
Strong communication and customer‑service skills.
Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
Preferred Competences
Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
Familiarity with Apple Business Essentials.
Basic scripting knowledge (e.g., PowerShell) is a bonus.
Seniority Level Associate
Employment Type Contract
Job Function Information Technology
Industry Insurance
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