Desktop Support Technician II

Desktop Support Technician II

Department

IT Support Services

Location

New York, NY – Onsite (5 days a week)

Role Type

12-Month Contract, Full-time

About Our Client

Our client is a global leader in providing innovative solutions and services across multiple industries. With a strong presence in various markets, they are committed to delivering exceptional customer experiences through cutting-edge technology and dedicated support. Their mission focuses on empowering businesses and individuals by ensuring seamless access to secure and reliable IT infrastructure.

Job Description

We are seeking a skilled and customer-focused Desktop Support Technician to join our IT support team. In this role, you will serve as the first point of contact for technical issues, providing assistance to both local and remote employees. You will troubleshoot software, hardware, and connectivity problems, ensuring systems remain secure and fully operational.

This is an excellent opportunity for a motivated IT professional who thrives in fast-paced environments and enjoys delivering exceptional service. You will work closely with internal teams and vendors to resolve issues, deploy updates, and maintain a secure computing environment. The ideal candidate is passionate about technology, customer service, and continuous learning.

Duties and Responsibilities

• Provide remote desktop assistance and telephone support to resolve user issues.
• Troubleshoot and repair hardware, software, and connectivity problems for end users.
• Install, configure, and maintain desktop and laptop computers.
• Deploy security updates, patches, and ensure system compliance with security standards.
• Set up and manage user accounts, domains, and software configurations.
• Support remote employees using Citrix, VDI machines, and telephony systems.
• Configure, test, and troubleshoot network connectivity and wireless access.
• Assist users with company applications, networks, and security best practices.
• Maintain documentation and update the knowledge base regularly.
• Coordinate with vendors for hardware replacements and technical escalations.
• Provide support for video conferencing and collaboration tools.
• Take ownership of small IT projects from initiation to completion.
• Monitor and manage individual ticket queues and contribute to team ticket closure goals.

Required Experience/Skills

• 3–5 years of experience in service desk or desktop support (PC and Mac).
• Strong troubleshooting skills for software, hardware, and network issues.
• Familiarity with encryption, security tools, and ticketing systems (e.g., ServiceNow).
• Experience with Exchange, Active Directory, and software distribution systems.
• Proficiency in supporting remote environments including Citrix and VDI.
• Strong communication skills to interact with technical and non-technical users.
• Ability to work independently and in a team, managing multiple priorities.
• Strong mobile device support experience (Android, iOS).

Nice-to-Haves

• Experience in a walk-up support environment.
• Certifications such as ACMT, CCT, ITILv3, or CompTIA.
• Previous experience supporting collaboration tools like Slack and Google Workspace.
• Knowledge of Zoom, Polycom, Cisco, and Avaya systems.

Education

• Associate’s Degree in Computer Technology or equivalent technical education required.

Pay & Benefits Summary

• Hourly pay: $33–$38/hr.
• Comprehensive benefits package: Medical, Dental, Vision, 401k

Keywords: Desktop Support | IT Support | Troubleshooting | Citrix | Active Directory | Service Desk | Networking | Hardware | Software | Security | Ticketing Systems