Senior Technician, Desktop Support

The Senior Technician, Desktop Support will work in the NYC Office and with the San Francisco-based IT team. The individual in this position works during hours that will provide immediate technical support to San Francisco staff, and remote offices, as needed.

The individual in the position works “standard” U.S. hours to acclimate to the Service Desk operating procedures and methodologies. The position requires an in-office presence Monday-Friday with a work from home option when weekend or after-hours tasks are needed or when schedules permit. Flexibility is a must.

Responsibilities

 Maintain and improve the technical systems of the firm to ensure all employees have the technology they need to complete their work and that the firm’s important files and information remain secure and intact.

 Create new user accounts, configure hardware, and set up their desks.

 Respond to hardware and software problems.

 Manage projects to update end-user hardware and software, including iPhone’s, operating systems, etc.

 Ensure continuity of end-user facing technologies.

 Independently execute tasks related to employee and client facing meetings, such as audio and visual equipment, computer hardware used for presentations, etc.

 Provide high-touch, white-glove support to executives, assistants, and staff.

 Take ownership of issues and ensure prompt resolution of tickets.

 Work on imaging and deployment of computers and laptops.

 Work closely with management to develop and execute technical and operational project plans.

 Document Service Desk procedures in a manner that is easily digestible by both IT professionals and end-users.

 Drive the adoption of new technologies in a quickly growing environment.

 Act as team lead when meeting with various departments to discuss technology initiatives.

 Regularly work closely with other support staff to identify current or potential areas of concern, and opportunities for consolidation.

 Frequently contribute to idea generation through group meetings and discussions.

 Provide remote/on-call support.

 Resolve incident tickets through timely & accurate diagnosis and implement an appropriate solution.

 Collaborate and communicate with team members to keep everyone informed.

 Assist with office moves and system upgrades.

Qualifications

 Excellent verbal & written communications skills.

 Strong understanding of MS365 - Teams, OneDrive/SharePoint, etc.

 Strong knowledge of Windows 11.

 Knowledge of Zoom (meetings, webinars, rooms).

 Hardware – printers, laptops, workstations, iPhones.

 Can work independently but knows when to escalate.

 Attention to detail.

 Willing to get hands dirty (moves, installs, etc.).

 Excellent problem-solving skills.

 Can follow procedures, policies, and documentation.

 Ability to proactively seek solutions to problems.

 Ability to identify areas of improvement for all services being provided by the IT Team.

 Experience working under pressure.