Help Desk Technician

Job Title: Help Desk Technician I

Location: New York, NY

Duration: 6+ Months

Job Description:

Overview:

Are you passionate about technology and enjoy helping people solve problems? As a Help Desk Technician I, you will be the go-to expert for first-level IT support providing hands-on assistance, troubleshooting technical/hardware issues, and ensuring our users stay connected and productive. This is a great opportunity to grow your IT career in a fast-paced, collaborative environment where your problem-solving skills and customer-first mindset will make a real impact.

YOUR IMPACT

The essential functions of this position include:

• Perform Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, and related equipment.
• Respond to and resolve user issues via phone, email, or collaboration tools, ensuring timely follow-up and resolution.
• Accurately document support requests, troubleshooting steps, and resolutions.
• Operate within ITIL service support and delivery frameworks.
• Escalate complex issues to Tier 2 support or other IT teams as appropriate.
• Manage the issuance, receipt, tagging, and inventory of computer equipment (new, used, deployed, and available).
• Prepare, package, and ship equipment in accordance with company policies and regulations.
• Support end-user requests including laptop and peripheral setups, replacements, IMACs (Install, Move, Add, Change), and RMA components.
• Conduct hardware asset reconciliation, support audits, and maintain up-to-date documentation.
• Coordinate retrieval of equipment from terminated employees and assist managers with ticket closure.

QUALIFICATIONS:

• 6+ years of relevant work experience
• Educational background in Computer Science, Information Systems/Technology, or Business preferred
• Preferred certifications: ITIL, CHDA, A+, Network+, Security+
• 2+ plus years supporting operations and/or IT preferred
• Strong verbal and written communication skills
• Experience with ticketing systems (e.g., Remedy, ServiceNow)
• Excellent customer service and interpersonal skills
• Proven problem-solving abilities with strong attention to detail
• Proficiency in common business applications (Microsoft Office, email, collaboration tools)
• Strong organizational skills with the ability to prioritize tasks effectively
• Flexible and adaptable to meet evolving deadlines and priorities