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Desktop Support Engineer

New York City, NY

The Desktop Support Engineer will provide 1st and 2nd line technical support to employees, primarily based in the US. The Service Desk team is an initial point of contact for troubleshooting all IT related problems remotely/in-person and responsible for system builds/setups. Support requests are generated via a support ticket, phone call, e-mail or user walk-ups. Excellent written and verbal communication skills are paramount with prior experience in a technical role.

  • Diagnose and resolve software and hardware issues, across operating systems (Windows 7/10 and Mac OS X) both in-person and remotely via phone and desktop sharing software
  • Resolve common remote access problems, such as account lockouts, troubleshooting VPN/Duo and Citrix remote desktop/application challenges
  • Logging incidents and requests in an ITIL based ticket management system and ability to be able to effectively prioritize and provide escalation of an issue to other teams/manager as required
  • Setup and configure new IT equipment, including imaging and setup of new desktops/laptops, printers and mobile devices
  • Provide local hands-on support for video conferencing events and perform regular system health-checks
  • Utilize existing desktop logging and performance tools to help diagnose and prevent user desktop and application challenges

  • Bachelor's Degree in Computer Science or relevant field preferred
  • Industry Certifications MCP (or other Microsoft certifications), A+ and N+ preferred
  • Requires 3+ years of experience in an IT support role, responsible for supporting both Mac and Windows operating systems (7/10) remotely and in-person
  • 2+ experience with using imaging technologies and experience working with Active Directory
  • Experience using an ITIL based ticket management system, ServiceNow a plus
  • Excellent problem-solving and multitasking skills
  • Effective communicator both in speech and in writing
  • Knowledge of the ITIL management framework a Plus

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