STAFF AUG: Level I Help Desk Technician

Varick Street, New York, NY 10013 Term: 6 Months Number of Openings: 1Position Title: Level I Help Desk TechnicianPay Rate: $35.00/hr.ServicePoint has a customer seeking a Level 1 Help Desk Technician for a 6 month Hybrid opportunity located in New York City. The hours are Monday-Friday 9AM-6PM. The hybrid schedule would be remote Monday/Tuesday and onsite Wednesday/Thursday & Friday. The individual we're seeking is someone that can provide Level 1 Help Desk supporting providing internal users with assistance with hardware and software issues. This is over the phone support! The environment is a Windows-based environment so the individual will need to have a background troubleshooting users over the phone as well as hands-on with Windows 10/11 challenges. Hardware troubleshooting support at times will be needed on Desktops/Laptops/Tablets and Printers.Other daily responsibilities are as follows: Provide Daily Infrastructure Support · Respond to and resolve technical support requests for hardware, software, and network issues across MacOS and Windows OS environments. · Assist team members with setup, troubleshooting, and maintenance of core tools, including Microsoft 365, Google Workspace, Slack, and Zoom. Device Provisioning and User Management · Oversee device setup, user onboarding, and account management using tools like OneLogin, JAMF, and Microsoft Entra. · Ensure a smooth user experience by maintaining system configurations and managing user profiles organization-wide. Troubleshoot AV and Communication Systems · Maintain and troubleshoot AV setups, including Zoom Rooms and Google Meet Conference Rooms, to ensure seamless communication for both remote and in-person teams. Technical Issue Resolution and System Reliability · Diagnose and resolve network connectivity issues (e.g., DNS, DHCP, TCP/IP), server access problems, and software performance challenges. · Perform root-cause analysis to prevent recurring issues and improve overall system reliability. Support Infrastructure Projects · Assist with system upgrades, rollouts, and new hardware/software implementations to enhance operational efficiency and scalability. · Collaborate on technology projects that drive improvements across the organization. Documentation and Knowledge Sharing · Develop and maintain internal knowledge base articles, how-to guides, and process documentation to support technical consistency and transparency across the team.Customer-Focused Troubleshooting · Act as a liaison between employees and technical teams, translating complex infrastructure issues into simple, actionable solutions while delivering high-quality customer service. Hardware Lifecycle Management · Manage the lifecycle of hardware assets, including procurement, deployment, and decommissioning, while ensuring compliance with company policies and maintaining accurate asset tracking. Qualifications · 1-3 years of hands-on experience with key tools, such as JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin. · Proficiency in supporting both MacOS and Windows OS environments, with strong understanding of AV systems like Zoom Rooms and Google Meet. · Demonstrated ability to perform root-cause analysis and resolve complex technical issues in a high-availability, fast-paced environment. · Excellent written and verbal communication skills, with the ability to simplify technical issues for non-technical users. · Strong interpersonal skills and customer service orientation. · PLUS: Relevant industry certifications such as CompTIA A , Microsoft 365 Certified, JAMF Certification, or AV-related certifications. · Ability to follow established procedures while proactively identifying opportunities to improve operational efficiency. · Skilled at creating and maintaining clear technical documentation · Proven track record of working effectively in a team, providing high-level support, and coordinating with cross-functional partners.

Salary : $34 - $35