Information Technology Support Specialist

Title: Sr. Desktop Systems Support

Duration: 6 Month Right to Hire

Location: New York City (10105)

Position Summary

The Desktop Systems Support, Intermediate is responsible for delivering high-quality end-user technology support across global enterprise environment. This role provides Level 2 technical support for endpoint hardware, operating systems, enterprise applications, and collaboration technologies while ensuring an exceptional customer experience. Working both independently and collaboratively with Infrastructure, Security, Service Desk, and Engineering teams, this position helps maintain a secure, reliable, and productive technology environment while contributing to IT projects, operational improvements, and endpoint lifecycle management.

• Key Responsibilities
• Provide Level 2 technical support for Windows and macOS endpoints, mobile devices, peripherals, conferencing technologies, and enterprise applications.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, networking, and authentication issues both remotely and onsite.
• Install, configure, maintain, and support desktops, laptops, monitors, docking stations, printers, mobile devices, and other endpoint technologies.
• Perform hardware deployments, refreshes, upgrades, repairs, and asset recovery activities while maintaining accurate inventory records.
• Manage endpoint provisioning, imaging, software deployment, encryption, and lifecycle activities using enterprise management platforms.
• Support Microsoft 365 applications and collaboration platforms including Teams, Outlook, OneDrive, and SharePoint.
• Collaborate with Infrastructure, Security, Identity, Networking, and Service Desk teams to resolve complex technical issues.
• Document troubleshooting procedures, knowledge articles, technical standards, and operational processes to improve support quality and consistency.
• Participate in IT projects including office openings, technology refreshes, system implementations, and infrastructure upgrades.
• Monitor support trends and recommend process improvements that enhance service delivery and employee experience.
• Ensure compliance with company security policies, endpoint management standards, and software licensing requirements.
• Escalate issues appropriately while maintaining ownership through resolution.
• Provide occasional after-hours support for maintenance activities, office moves, or critical incidents.

Qualifications

• Education
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Experience
• 3–5 years of experience providing technical support in an enterprise IT environment.
• Experience supporting both Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications and modern collaboration technologies.
• Experience working with endpoint management platforms such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM), Jamf, or similar tools.
• Experience with identity and access management concepts including Active Directory, Microsoft Entra ID (Azure AD), and multi-factor authentication.
• Experience supporting hardware deployments, asset lifecycle management, and endpoint configuration.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent ticketing systems.
• Working knowledge of TCP/IP networking fundamentals, VPN connectivity, wireless networking, DNS, DHCP, and endpoint connectivity troubleshooting.
• Experience working in a hybrid and geographically distributed enterprise environment is preferred.

• Knowledge, Skills & Abilities
• Strong troubleshooting and analytical skills with the ability to resolve moderately complex technical issues independently.
• Excellent customer service and communication skills with the ability to interact effectively with employees at all organizational levels.
• Strong organizational and time management skills with the ability to prioritize multiple competing requests.
• Ability to document technical processes clearly and accurately.
• Demonstrated initiative and continuous improvement mindset.
• Ability to work independently while contributing effectively within a collaborative team environment.
• Strong attention to detail and commitment to delivering high-quality support.
• Willingness to learn emerging technologies and adapt to changing business needs.

• Physical Demands & Work Environment
• Work is primarily performed in an office or hybrid environment and requires extended periods of sitting, standing, and using a computer and other office technology.
• Ability to lift and move equipment weighing up to 40 pounds, including desktops, monitors, printers, and related hardware.
• Ability to travel occasionally between office locations as business needs require.
• Participation in an on-call rotation or after-hours support may be required to support maintenance activities and critical business operations.

The projected hourly range for this position is $40 to $50.

On-Demand Group (ODG) provides employee benefits, which include healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.