Desktop Support Specialist

OVERVIEW

Marc Jacobs International, powered by the creative genius of Marc Jacobs, seeks a Desktop Support Specialist to join the IT team based in its New York City (SoHo) headquarters.

The Desktop Support Specialist provides onsite technical support to end users and helps maintain a stable, secure, and efficient desktop environment across the organization. This role supports Windows and macOS devices, mobile technology, collaboration tools, printers, and conference room systems. The position also supports device deployment, asset lifecycle management, documentation, and IT projects while delivering a high level of customer service, including support for executive and VIP users.

Technical Support

• Provide onsite and remote support for hardware, software, operating systems, and peripheral devices in Windows and macOS environments.
• Troubleshoot and resolve issues involving desktops, laptops, mobile devices, printers, monitors, docking stations, and related equipment.
• Support Microsoft 365, email, calendaring, collaboration tools, and other approved business applications.
• Document incidents, service requests, troubleshooting steps, and resolutions in the IT service management system.
• Escalate issues to internal teams or external vendors as appropriate.

Executive and Meeting Support

• Provide high-touch technical support to executives, senior leadership, and other designated VIP users.
• Prepare and support conference rooms, audiovisual systems, and meeting technologies for business-critical meetings and events.
• Handle sensitive issues with professionalism, discretion, and urgency.

Device and Asset Management

• Deploy, configure, maintain, replace, and retire end-user devices and related equipment.
• Prepare equipment for new hires, employee transfers, and device refresh initiatives.
• Maintain accurate inventory records for computers, mobile devices, monitors, printers, and accessories.
• Support asset tagging, stockroom organization, warranty tracking, and disposal processes.
• Assist in maintaining standard desktop images and provisioning processes.

Security, Documentation, and Projects

• Support endpoint management processes, including device enrollment, software deployment, patching, and policy application.
• Assist with technologies such as Omnissa/WS1, Active Directory, and Microsoft 365.
• Follow IT security standards and support endpoint compliance, encryption, multifactor authentication, and access controls.
• Create and maintain knowledge base articles, user guides, and support documentation.
• Participate in hardware refreshes, software rollouts, office moves, operating system upgrades, and other IT initiatives.
• Provide after-hours or weekend support as needed for projects or business requirements.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• Minimum of 3 to 5 years of experience in desktop support, endpoint support, or a related IT support role.
• Experience supporting both Windows and macOS environments required.
• Experience supporting executive-level users and managing IT assets preferred.
• Proficiency with Windows 11 and macOS support.
• Working knowledge of Microsoft 365, Active Directory, Omnissa/WS1 or other MDM solution.
• Experience supporting mobile devices, printers, conferencing technology, and office productivity applications.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi‑Fi troubleshooting.
• Familiarity with endpoint security practices, including encryption, multifactor authentication, patching, and access management.
• Experience using ticketing and IT service management systems.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong troubleshooting and problem‑solving abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively.
• Professionalism, sound judgment, and discretion.

The compensation for this position ranges from $67,500 - 75,000 annually. The rate of pay offered will be dependent upon candidate’s…