Desktop Support

Desktop Support

NYC NY

Interview Process: 3 Rounds, first with my AM, second at a Randstad office in NYC (I will be there), 3rd can be virtual. 

Job Overview

The Desktop Support Specialist acts as the "smart hands" for the End User Services support team. Operating in an agile environment, this role provides technical support, hardware deployment, IMAC (Install, Move, Add, Change) services, and asset management for approximately 1,700 users in the New York office, while supporting global remote buildout services.

Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (9-hour shift with a 1-hour lunch break: 9:00 AM – 1:00 PM, 2:00 PM – 6:00 PM). Earlier shifts may be accommodated if required.

Key Responsibilities

• Provide prompt, on-site hardware support in accordance with established SLAs.
• Execute automated PC build scripts tailored to specific user roles and job functions.
• Deploy hardware to desk locations for new hires to ensure a seamless onboarding experience.
• Perform diagnostic troubleshooting procedures following technical documentation.
• Maintain clear and consistent customer communication regarding status, delays, and resolution.
• Manage the Jira ticket queue with detailed updates, notes, and timely resolutions.
• Connect hardware and run test scripts to verify workstation network connectivity during infrastructure deployments.
• Partner with the Workplace Services team to complete user workstation relocations (IMAC).
• Maintain storage room inventory, ensuring all assets are cataloged and assigned correctly.
• Unbox, prep, and set up equipment, including PCs, monitors, phones, printers, and peripherals.
• Perform physical cable management and installations (e.g., CAT 6 cabling in IDFs, power routing).
• Support Technology Operations Engineering teams with special projects and technical initiatives.

Qualifications & Requirements

Required:

• Strong commitment to customer service and exceptional interpersonal skills.
• Proven experience troubleshooting complex PC hardware issues in an end-user support environment.
• Ability to prioritize tasks, multitask, and thrive in a fast-paced environment.
• Excellent written and verbal communication skills for interfacing with users and executives.
• Target-focused mindset with a drive to optimize support processes.

Preferred / Desired:

• ITIL Certification
• Microsoft Certifications (MCSA, MCITP, MCSE)
• Dell / Lenovo Hardware Certifications
• Experience in the technology or financial services industry
• Hands-on experience using Jira