Level 1 Help Desk Technician

ServicePoint has a customer seeking a Level 1 Help Desk Technician for a 6+ month Hybrid opportunity located in New York City. The hours are Monday-Friday 9AM-6PM. The hybrid schedule would be remote Monday/Tuesday and onsite Wednesday/Thursday & Friday. The individual we re seeking is someone who can provide Level 1 Help Desk supporting providing internal users with assistance with hardware and software issues. This is over-the-phone support! The environment is a Windows-based environment so the individual will need to have a background in troubleshooting users over the phone as well as hands-on with Windows 10/11 challenges. Hardware troubleshooting support at times will be needed on Desktops/Laptops/Tablets and Printers. Other daily responsibilities are as follows:

Provide Daily Infrastructure Support

Respond to and resolve technical support requests for hardware, software, and network issues across MacOS and Windows OS environments.

Assist team members with setup, troubleshooting, and maintenance of core tools, including Microsoft 365, Google Workspace, Slack, and Zoom.

Device Provisioning and User Management

Oversee device setup, user onboarding, and account management using tools like OneLogin, JAMF, and Microsoft Entra.

Ensure a smooth user experience by maintaining system configurations and managing user profiles organization-wide.

Troubleshoot AV and Communication Systems

Maintain and troubleshoot AV setups, including Zoom Rooms and Google Meet Conference Rooms, to ensure seamless communication for both remote and in-person teams.

Technical Issue Resolution and System Reliability

Diagnose and resolve network connectivity issues (e.g., DNS, DHCP, TCP/IP), server access problems, and software performance challenges.

Perform root-cause analysis to prevent recurring issues and improve overall system reliability.

Support Infrastructure Projects

Assist with system upgrades, rollouts, and new hardware/software implementations to enhance operational efficiency and scalability.

Collaborate on technology projects that drive improvements across the organization.

Documentation and Knowledge Sharing

Develop and maintain internal knowledge base articles, how-to guides, and process documentation to support technical consistency and transparency across the team.

Customer-Focused Troubleshooting

Act as a liaison between employees and technical teams, translating complex infrastructure issues into simple, actionable solutions while delivering high-quality customer service.

Hardware Lifecycle Management

Manage the lifecycle of hardware assets, including procurement, deployment, and decommissioning, while ensuring compliance with company policies and maintaining accurate asset tracking.

Qualifications

1-3+ years of hands-on experience with key tools, such as JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin.

Proficiency in supporting both MacOS and Windows OS environments, with strong understanding of AV systems like Zoom Rooms and Google Meet.

Demonstrated ability to perform root-cause analysis and resolve complex technical issues in a high-availability, fast-paced environment.

Excellent written and verbal communication skills, with the ability to simplify technical issues for non-technical users.

Strong interpersonal skills and customer service orientation.

Nice to have: Relevant industry certifications such as CompTIA A+, Microsoft 365 Certified, JAMF Certification, or AV-related certifications.

Ability to follow established procedures while proactively identifying opportunities to improve operational efficiency.

Skilled at creating and maintaining clear technical documentation

Proven track record of working effectively in a team, providing high-level support, and coordinating with cross-functional partners.

Immediate need.