Help Desk Support Specialist

Location: HQ - Williamsburg, Brooklyn

Status: Full-time / 100% on-site

Compensation: $65,000 - $70,000 annually

The IT Help Desk Support Specialist to serve as the primary point of contact for technical support across our NY offices, stores, and warehouse. This is a tier-1/2 support role focused on end-user hardware, software, and device support — partnering closely with our systems administration team, which owns servers, network infrastructure, and security.

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system, providing support for hardware and software issues.
• Log, manage, and document all requests in Harmony (ticketing system); triage and elevate complex or infrastructure-level problems to the systems administration team.
• Provide in-person and remote troubleshooting (via Screen Connect) for workstations, laptops, mobile devices, and POS systems.
• Set up, deploy, replace, and upgrade end-user hardware including workstations, monitors, peripherals, printers, and POS terminals.
• Manage and support end-user devices and mobile endpoints using Manage Engine and Iru MDM platforms.
• Support end-user issues within Microsoft 365 and/or Google Workspace (email, file storage, collaboration tools).
• Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access requests.
• Diagnose issues and determine the best resolution path based on symptoms and user-provided details.
• Communicate with vendors and their support desks as needed.
• Maintain accurate documentation of common issues, resolutions, and IT asset records.
• Take part in IT and cross-functional projects as assigned.
• Perform other duties as assigned.

• 2-3 years of help desk or desktop support experience required.
• Ticketing systems, specifically Harmony — ticket lifecycle, SLAs, and escalation processes.
• Remote support tools, specifically Screen Connect.
• MDM/endpoint management platforms, specifically Manage Engine and Iru.
• Windows 10/11 and Apple macOS support.
• Microsoft 365 and/or Google Workspace (end-user administration).
• Peripheral devices, including network printers, scanners, monitors, and UPS devices.
• Mobile devices (iOS and Android) support and troubleshooting.
• Client-side networking troubleshooting (Wi-Fi connectivity, VPN client issues).

• Detail-oriented, methodical, and highly organized.
• Highly proactive, reliable, and a self-starter.
• Capable of working independently and as part of a team in a dynamic, fast-paced environment.
• Strong communication and troubleshooting skills: experience diagnosing and explaining a range of IT issues to non-technical end users, verbally and in writing.
• Strong interpersonal skills and a sense of teamwork.
• Passionate about technology and customer service.
• Availability for on-call support and occasional travel to NY stores and warehouse locations for project work.

• Retail-specific experience and knowledge of POS systems, hardware, and peripherals.
• Familiarity with Active Directory / Azure AD user administration (password resets, group membership).
• Basic understanding of ITIL.
• Relevant certifications (A+, Network+, ITIL Foundation).
• For retail project work, you will be offered the chance to travel within the US and other locations based on expansion plans.

• Detail-oriented and organized.
• Proactive and reliable.
• Strong troubleshooting and communication skills.
• Collaborative and customer-focused.
• Adaptable in a fast-paced environment.

• Self-motivated and accountable.
• Team-oriented with strong interpersonal skills.
• Curious and eager to learn.
• Flexible and adaptable.

Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that offers seasonal collections of men's, women's and children's apparel, accessories and footwear through a distinct lens of personal storytelling. Kith embodies a multi-faceted lifestyle, with uncompromising detail to fabrication and design. Led by Founder, CEO and Creative Director Ronnie Fieg, the brand is known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best-in-class collaborators.

Kith operates 16 standalone boutiques around the world, and 3 shop-in-shops. Kith Treats, conceived from Fieg's childhood love for cereal, operates in 10 locations, as well as Sadelle's at Kith restaurants in Paris, Miami…