What are the responsibilities and job description for the Service Desk Analyst position at Franklin Fitch?
Desktop Support Technician - Hybrid, NYC - Up to $105,000 DOE
What You’ll Do
- Provide Tier 2 technical support for end users across desktop, laptop, mobile, and peripheral devices.
- Troubleshoot issues related to Windows environments, Microsoft Office applications, remote access tools, and telephony systems.
- Deliver both onsite and remote support in a timely, professional, and customer-focused manner.
- Accurately document incidents, resolutions, and support activity within the ticketing system.
- Assist with workstation deployments, onboarding setups, office moves, and hardware installations.
- Maintain inventory records for IT hardware and equipment.
- Support video conferencing and audiovisual technologies across meeting spaces.
- Collaborate with internal IT teams to escalate and resolve complex technical issues.
- Identify recurring technical issues and communicate trends or recommendations to leadership.
- Participate in an after-hours on-call support rotation when required.
What You’ll Bring
- 4 years of desktop support or service desk experience in a professional environment.
- Strong experience supporting Windows 10 and Windows 11 environments.
- Hands on experience with desktop hardware, printers, mobile devices, and other peripherals.
- Knowledge of LAN and WAN networking concepts within Microsoft environments.
- Experience supporting VPNs, remote access technologies, and virtual desktop environments.
- Strong troubleshooting skills across Microsoft Office applications, especially Outlook, Word, and Excel.
- Experience supporting iOS and Android mobile devices.
- Excellent communication, documentation, and customer service skills.
- A proactive, team-oriented, and service-focused mindset.
- Familiarity with ITIL principles and best practices is a plus.
- Experience within a professional services environment is beneficial.
What’s In It For You
- Opportunity to work within a collaborative and supportive IT environment.
- Exposure to a wide range of technologies and enterprise systems.
- Professional growth and development opportunities.
- Hands-on experience supporting modern workplace technologies and infrastructure.
- Competitive compensation and benefits package.
- A team culture that values communication, collaboration, and high-quality support.
Interested? Apply now or send your updated resume to j.johnson-marjanovic@franklinfitch.com
Salary : $90,000 - $105,000