IT Helpdesk

Location: New York City, NY

Salary: $24.00 USD Hourly - $26.00 USD Hourly

Description:

IT Helpdesk Specialist (Contract)

Location: New York, NY 10119 (Onsite)

Duration: 12 months (extension possible based on performance)

Shift: Monday-Friday | 9:00 AM - 6:00 PM

Job Summary

We are seeking an experienced IT Helpdesk Specialist to serve as the first point of contact for end-user technical support in a mixed Windows and macOS environment. This role involves hands-on troubleshooting, device provisioning, and incident management while delivering clear, professional customer support.

Key Responsibilities

• Act as the first line of support for user-reported technical issues via tickets, phone calls, and chat.
• Provide support for Windows 10/11 and macOS (Monterey and newer) environments.
• Diagnose and resolve hardware issues involving laptops, desktops, and peripherals.
• Troubleshoot software issues including operating system problems, Microsoft 365, and basic macOS applications.
• Use remote support tools such as Microsoft Remote Desktop and similar solutions to assist users.
• Provision and deploy devices by imaging, configuring, and setting up workstations using SCCM or Jamf Self Service.
• Perform routine hardware upgrades and manage warranty/RMA processes.
• Apply scheduled OS and application patches and verify successful installations.
• Ensure endpoint protection, disk encryption (BitLocker/FileVault), and security tools are properly deployed.
• Log, track, and update all incidents in the service desk system (ServiceNow, Jira Service Management), including clear resolution notes.
• Maintain and contribute to knowledge base documentation.
• Communicate clearly with users regarding issue status, next steps, and provide brief "how-to" guidance for tools such as Microsoft Teams, OneDrive, and iCloud.
• Stay current with OS updates, new hardware, and internal IT tools.
  
  

Required Qualifications

• 2 years of desktop or helpdesk support experience in a Windows and macOS environment.
• Strong working knowledge of Windows 10/11 administration (settings, basic Group Policy).
• Familiarity with macOS configuration and support, including Jamf Self Service.
• Hands-on experience with hardware, networking, and software troubleshooting.
• Experience working with ticketing systems such as ServiceNow or Jira, following ITIL-style processes.
• Basic understanding of networking concepts including IP addressing, DNS, and DHCP.
• Ability to follow written procedures and support scripts.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
  
  

Preferred Qualifications

• Exposure to PowerShell or Bash scripting.
• Entry-level certifications such as:
• CompTIA A
• Microsoft Modern Desktop Administrator Associate
• Apple Certified Support Professional

Work Environment

• Onsite role in a corporate office environment
• Interaction with users at varying levels of technical proficiency
  
  

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!