Location: New York City (Onsite)
Overview:
We’re seeking a hands-on IT Support Specialist to provide first and second-level technical support across a variety of devices and infrastructure in a large enterprise environment. This role involves both hardware and software support, with a strong focus on customer service and end-user satisfaction.
Key Responsibilities:
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Provide Level 1 and 2 support for workstations, mobility devices, and IT infrastructure (installations, replacements, changes, relocations, removals).
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Troubleshoot and resolve hardware and software issues on desktops and laptops.
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Offer technical support for mobile devices (iPhones, iPads), specifically related to software issues.
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Support and maintain inventory-related equipment including monitors, local/network printers, scanners, and docking stations.
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Manage the receipt, inventory, preparation, and installation of hardware and spare parts, ensuring timely communication and resolution with end users.
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Deliver consistently excellent customer service in all interactions.
Core Tasks:
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Proactively respond to IT incidents and service requests following ITIL best practices.
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Monitor the production environment and report key performance indicators (KPIs) using dashboards.
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Contribute to the development and maintenance of technical procedures and documentation.
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Collaborate with team members and stakeholders to continuously improve service delivery.
Technical Skills & Experience:
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Solid understanding of the end-user computing environment, including Windows OS, Microsoft Office 2016/365, Microsoft Teams, and collaboration/email tools.
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Familiarity with mobile services and basic Apple device support (iPhone/iPad).
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Experience in monitoring IT environments and working with IT ticketing systems (ITIL framework).
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Previous IT support experience in a large enterprise environment is strongly preferred.
Qualifications:
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Minimum of 1 year of onsite IT support experience.
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Strong customer service mindset with excellent interpersonal and communication skills.
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Self-motivated with a desire to learn and grow.
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Ability to work independently, remain organized, and take a pragmatic, hands-on approach.
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Fluent in English, with professional-level oral and written communication skills.
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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