Helpdesk Support Technician Level I and II

Job Title

Helpdesk Support Technician - Contractor (Level I and II)

Contract (Long Term)

Manhattan, NY - Onsite (Park Ave location)

• 4+ years of both Level 1 and 2 support experience, supporting both laptops and desktops.
• Past military background is required.
• Experience with a tracking system such as Service Now or similar.
• Friendly personality.
• Willing to commute to New Jersey if needed.
• Flexible with hours; bank hours 8:30–5:00, with early start of 7:30 for board meetings.
• Open to a long‑term contract role.

• Maintain and create departmental documentation including procedures and desktop instructions.
• Work with other teams to provide support as needed.
• Install software on servers, desktops, laptops, and mobile devices.
• Assist Service Desk team with planning, implementation, and completion of annual inventory for office and collocation facilities.
• Perform server, desktop, and laptop administration tasks, including budget assistance and hardware/software support.
• Assist with daily activities and distribution to department staff.
• Implement enhancements to department workflow and processes.
• Plan, implement, and complete iOS updates.
• Attend classes and trade shows related to desktop environments.
• Perform all other duties as assigned.

Bachelor's degree preferred; military or work experience may be considered in lieu of education.

• Work independently to fulfill essential functions for Windows desktop administration.
• Configure, implement, maintain, distribute, and document desktop hardware and software.
• Monitor, manage, and document desktop performance.
• Report significant capacity issues to Service Desk Manager.
• Create and maintain disaster recovery procedures for desktop environments.
• Act as an internal consultant to other IT functions and business groups.
• Identify, research, and resolve complex technical problems.
• Application support for client‑server and web‑based applications, including Office 365, MKinsight, Adobe Suite, Fed Trade, and Bloomberg.

• Work with Security Specialists to harden systems and devices and ensure patches are applied.

• Communication – oral and written skills for collaboration.
• Analysis – problem‑solving, research, data organization, and logical recommendations.
• Project Management – plan, develop, and coordinate departmental projects.

• Knowledge of Windows and Internet application security administration.
• Knowledge of network architectures and protocols.
• Knowledge of LAN and internet environments.
• Knowledge of a service desk ticketing system (e.g., Service Now) and processes.
• Knowledge of reporting within the ticketing system.