What are the responsibilities and job description for the Help Desk Analyst position at Gotham Technology Group?
Our client is seeking a motivated Junior Help Desk/Desktop Support Technician to provide hands-on technical support across our offices and remote sites. This role is ideal for someone early in their IT career who enjoys solving problems, working directly with end users, and is comfortable traveling to different company locations as needed.
Key Responsibilities
- Provide Level 1–2 support for desktops, laptops, mobile devices, printers, and peripheral hardware.
- Troubleshoot issues with Windows 10/11, macOS (optional), Office 365, and common business applications.
- Install, configure, and maintain end-user devices (Lenovo/HP/Dell).
- Support remote connectivity (VPN, MFA, Wi-Fi) and basic network troubleshooting.
- Handle new hire onboarding tasks including workstation setup, account creation, and equipment deployment.
- Assist with site visits for hardware rollouts, workstation moves, office setups, and equipment refresh projects.
- Maintain documentation, tickets, and updates in the service management system (ServiceNow/Jira/etc.).
- Provide hands-on support for video conferencing platforms (Zoom, Teams, Webex).
- Ensure compliance with IT policies and support security best practices.
- Participate in on-call or after-hours work during critical events or travel assignments.
Travel Requirements
- Must be willing and able to travel 20% of the time.
- Travel includes scheduled site visits, office buildouts, hardware refreshes, and urgent support needs.
- Company provides travel accommodations, mileage reimbursement, and required equipment.
Qualifications
- 1–2 years of IT support, desktop support, or help desk experience (or equivalent internships/education).
- Basic understanding of Windows troubleshooting, hardware components, and networking fundamentals.
- Strong customer service, communication, and problem-solving skills.
- Ability to work independently while traveling and representing the IT team onsite.
- Valid driver’s license required.
Nice-to-Have Skills
- Experience with imaging tools (SCCM, Intune, Autopilot).
- Familiarity with Active Directory (password resets, group membership).
- Experience supporting conference room A/V equipment.
- Certifications such as CompTIA A , Network , or similar.
Salary : $70,000 - $80,000