Helpdesk Technician I

Company Overview

JRM is one of the top General Contracting and Construction Management Firms with over a decade of trusted experience. Headquartered in New York City with offices in New Jersey, California, and Florida, JRM delivers the highest quality services to clients that include City, State & Federal Agencies, Fortune 500 corporations, respected property owners & developers, major law firms, media & tech firms, leading luxury retailers, renowned hospitality groups, life sciences & healthcare organizations, and financial services firms. JRM knows that dedicated, accomplished employees are the heart of any successful enterprise. We are focused on maintaining a diverse, inclusive, and authentic workplace and are always looking to add passionate personnel to our teams across the US.

Job Summary

The Help Desk Technician I provides Tier 1 technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs.

Responsibilities and Duties

• Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests.
• Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.
• Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base.
• Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure).
• Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists).
• Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards.
• Manage and track end-user assets; assist with periodic inventories and device lifecycle processes.
• Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs.
• Travel to local offices/job sites as needed, support occasional off-hours maintenance windows with prior notice.
• Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.
• Contribute KB articles and improve runbooks based on resolved tickets.

Qualifications and Skills

• 1–2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications).
• Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues.
• Experience with Active Directory user administration and a modern ticketing system.
• Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently.
• Willingness to learn, follow SOPs, and escalate appropriately.
• Valid driver’s license for occasional site travel preferred.

Working Conditions

• On site support with some remote assistance.
• Occasional nights/weekends for planned work.
• Ability to lift/move up to ~25–35 lbs (monitors, small printers).

Salary Information

• To the extent this position is performed in New York City, the annual salary range for this role is $65,000 - $75,000. 

All qualified applicants will receive consideration for employment at JRM without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. Candidates must be authorized to work in the United States without the need for employer sponsorship.

The salary range listed in job postings reflects the Company’s good-faith estimate at the time of posting. Actual compensation may vary based on factors such as position tier, geographic location, work experience, market conditions, education/training, and skills.

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