Desktop Support Engineer - - NYC NY Hybrid

Introduction

The Desktop Support Engineer will be responsible for providing white glove support to Executive Leadership Team (ELT) users in a high-end premium retail organization. This role requires strong communication skills, technical expertise, and a customer-first mindset to ensure a seamless technology experience for VIP executives.

Responsibilities

• Provide first-level and second-level technical support to end users
• Install, configure, and upgrade hardware, software, and peripheral devices
• Troubleshoot system issues including desktops, laptops, printers, networks, and applications
• Perform system maintenance, diagnostics, and updates as required
• Manage user accounts, permissions, and workstation configurations
• Resolve issues through remote troubleshooting tools when required
• Document technical issues, resolutions, and maintain logs for future reference
• Coordinate with internal teams or external vendors for unresolved issues
• Ensure minimal downtime by proactively identifying and resolving potential issues

Requirements

Required Skills & Qualifications

• Proven work experience as a Desktop Support Engineer, IT Support Technician, or similar role
• Strong understanding of Windows OS, basic networking, and system configurations
• Hands-on experience in installing and troubleshooting:
  • Operating systems
  • Software applications
  • Hardware components
• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, MS Quick Assist, etc.)
• Excellent communication skills with the ability to explain technical topics clearly
• Strong problem-solving attitude and ability to work under minimal supervision
• Customer-focused approach with a commitment to delivering high-quality support

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft MCP/MCSA, or equivalent
• Knowledge of ITSM tools like ServiceNow, Jira, ManageEngine, etc.
• Experience in Active Directory, user account management, and basic network troubleshooting

Soft Skills

• Strong interpersonal skills
• Strong executive presence and communication clarity
• Patience and customer empathy
• Ability to multitask and prioritize
• Team-oriented mindset
• Problem-solving with a calm, customer-centric approach

Additional Preferred Qualifications

• Experience working in luxury retail, executive offices, or high-pressure corporate environments
• Certifications such as CompTIA A+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent
• Familiarity with end-user device lifecycle management and asset tracking