Help Desk Technician

As a Helpdesk Technician in the New York office, you will be the primary onsite IT support resource, working closely with the local IT team to keep employees productive and the office running smoothly

You will be the first point of contact for IT issues, managing day-to-day helpdesk requests through Jira Service Management, and taking ownership of the employee experience from onboarding to offboarding, including device setup, access provisioning, and account management

Beyond daily support, you will also help ensure office events run smoothly from a technical standpoint, supporting AV setups, conference room systems, and other onsite IT needs in a busy office environment

The Day-to-Day

• respond to and resolve employee IT requests via JSM ticketing system, including phone, email, chat, and walk-ups
• diagnose and resolve issues related to hardware, software, networks, and corporate applications
• support Windows and macOS devices, including hands-on hardware troubleshooting
• manage onboarding and offboarding processes, including device setup, account provisioning, and access management
• administer and maintain company devices using Intune, ensuring compliance and proper device lifecycle management
• handle user lifecycle tasks and access management through Okta and Active Directory
• provide onsite support for office technologies, including Crestron rooms, printers, conference equipment, and similar systems
• support internal company events and ensure all technical components run smoothly
• collaborate with IT Ops, Security, HR, Facilities, Office Managers, and R&D teams on escalations
• maintain accurate IT inventory and keep documentation, procedures, and best practices up to date

What We’re Looking For

• hands-on technical support experience in a multi-platform environment, including Windows and macOS
• strong troubleshooting skills across hardware, software, and networking
• experience with device management tools such as Microsoft Intune or similar MDM tools
• familiarity with identity and access management tools such as Okta and Active Directory
• experience with JSM or similar helpdesk ticketing platforms
• ability to deliver excellent customer service in a fast-paced environment

Nice to Have

• experience supporting office events, AV systems, conference rooms, or streaming equipment
• familiarity with Crestron or similar office digital systems
• experience improving helpdesk workflows, documentation, or self-service processes

Success in the Role Looks Like

• reduced ticket backlog and improved response times via JSM
• smooth and consistent onboarding and offboarding experience for New York employees
• stable support for macOS users and improved device compliance via Intune
• reliable office technologies and conference room equipment for events and daily use
• positive feedback from employees and cross-functional teams on support quality