What are the responsibilities and job description for the Onsite End User Support Technician position at F2Onsite?
Onsite End User Services Technician - NYC, NY 10010
This role serves as the first line of IT support for SharkNinja associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.
REPORTING STRUCTURE
Required
- Part Time 20-24 hours per week over 3 days
- Project Duration - May-August
This role serves as the first line of IT support for SharkNinja associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.
REPORTING STRUCTURE
- Reports to: IT Manager, End User Services
- Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
- Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
- Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
- Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
- Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
- Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
- Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base
Required
- 3-5 years of IT helpdesk or desktop support experience
- Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
- Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
- Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
- Experience with Jira Service Management or equivalent ITSM platform
- Strong communication skills and a customer-first approach
- Must be eligible to work in the United States without sponsorship
- CompTIA A or equivalent certification
- ITIL 4 Foundation certification
- Experience supporting a distributed or remote workforce
- Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)
- All candidates are encouraged to apply, but many positions require a strict drug and background check by our customers.
- F2OnSite supports and adheres to all state laws regarding background checks.