Service Desk Technician

3 months contract with potential for extension

ONSITE NYC

The Service Desk Consultant provides responsive, customer-focused technical support for employees across desktop, mobile, collaboration, and enterprise productivity platforms. This role is a primary point of contact for end-user technology support, ensuring incidents and service requests are resolved accurately, professionally, and in alignment with established service expectations.

Responsibilities include, but are not limited to:

· Provide Tier 1 and Tier 2 support through the ticketing system, phone, email, chat, and walk-up requests.

· Diagnose and resolve hardware, software, operating system, printing, mobile device, peripheral, and connectivity issues.

· Manage incidents and service requests according to established SLAs; prioritize, document, escalate, and communicate status appropriately.

· Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot, and related workplace productivity tools.

· Install, configure, maintain, and troubleshoot desktop applications, approved software packages, endpoint configurations, and workstation images.

· Configure and support laptops, desktops, mobile devices, docking stations, monitors, printers, and other end-user peripherals.

Area Relevant Technologies / Experience

Productivity & Collaboration Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot; audio/video conferencing and conference room technologies

Endpoint & Desktop Support Windows 11/10, desktop and laptop hardware, peripherals, printers, software installation, endpoint security, patch management, workstation imaging

Directory, Network & Mobility Active Directory, Group Policy, TCP/IP, DNS, DHCP fundamentals, Mobile Device Management (MDM), iPhone and iPad support

IT Service Management Jira Service Management, Confluence, incident/request fulfillment, SLA management, knowledge management, asset and license tracking