Description:
Service Desk Support Specialist
Location: New York City
Join a Dynamic Team as a Service Desk Support Specialist!
Are you passionate about delivering exceptional IT support and optimizing service delivery? Do you thrive in a collaborative environment and enjoy enhancing user experiences across diverse locations? Our client is seeking a dedicated Service Desk Support Specialist to join our team and help drive continuous improvement initiatives within the IT landscape.
About the Role As a key member of IT services team, the Service Desk Support Specialist will provide high-quality end-user support across multiple physical locations in New York State. This role does not involve direct supervision but requires excellent coordination skills to work seamlessly with colleagues and external vendors. The position offers an exciting opportunity to contribute to ongoing process improvements while supporting a wide range of applications and hardware.
Key Responsibilities:
- Deliver timely and professional support to end users via phone, email, ticketing system, and in person.
- Manage and troubleshoot approved applications, including Office 365, Windows OS, Salesforce, SharePoint, Webex, Jira, and more.
- Assist users with booking, configuring, and launching Webinars and AV equipment.
- Support and maintain all computing hardware—laptops, desktops, zero/thin clients, Chromebooks, and mobile devices—ensuring proper setup, deployment, and operation.
- Manage virtual machine pools in collaboration with Network Operations to ensure security, updates, and availability.
- Handle user account management, including password resets, access, and permissions.
- Maintain accurate asset inventories and conduct periodic audits.
- Monitor and ensure proper licensing for all software.
- Maintain a pool of loaner devices and provide user training for their operation.
- Support remote sites in NYC, Buffalo, and West Valley, NY, both in person and remotely.
- Collaborate with vendors for service desk hardware, software, and services.
- Assist in identifying phishing or scam emails and coordinate appropriate actions with the ISO.
- Research emerging IT trends and suggest innovative solutions to enhance clients technology landscape.
- Perform additional duties as assigned to support organizational goals.
Mandatory Requirements:
- 3+ years’ experience supporting Windows operating systems.
- 3+ years’ experience networking concepts such as IP addressing, DHCP, and DNS.
- 3+ years’ experience deploying, imaging, and troubleshooting hardware.
- Strong problem-solving and troubleshooting abilities.
- 1+ years’ experience with Active Directory, Microsoft Office Suite, and other desktop applications.
- Excellent communication skills—able to work both independently and within a team.
- 2+ years’ experience using help desk ticketing systems.
- Ability to lift and move equipment weighing up to 50 pounds.
- 1+ years’ experience Asset management experience and knowledge of mobile device management (MDM).