Technical Support Technician

Job Title: Technical Support Technician

Location: New York City, NY (Hybrid)

Duration: Long-Term Contract

Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support to end users across multiple departments.
• Troubleshoot hardware, software, and network-related issues in a timely manner.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Support Microsoft Windows environments, including system updates and patch management.
• Assist users with enterprise applications, email systems, and remote access tools.
• Manage user accounts, permissions, and access controls (Active Directory).
• Document incidents, service requests, and resolutions using ticketing systems.
• Coordinate with internal IT teams and vendors for escalated issues.
• Provide support for hybrid workforce including VPN, remote desktop, and collaboration tools.
• Maintain inventory of IT assets and ensure proper tracking.
• Deliver excellent customer service and user training when required.

Required Skills & Qualifications:

• Minimum 2 5 years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows OS (Windows 10/11) and Microsoft Office Suite.
• Experience with Active Directory, user administration, and group policies.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (ServiceNow, Jira, or similar).
• Knowledge of remote support tools and VPN troubleshooting.
• Strong problem-solving and communication skills.
• Ability to work both independently and in a team-oriented environment.

Preferred Qualifications:

• Experience working with government agencies or public sector clients.
• Certifications such as CompTIA A , Network , or Microsoft certifications.
• Exposure to ITIL processes and best practices.
• Experience supporting hybrid or remote work environments.