Lead End User Support Technician

The Panther Group is hiring for a W2 Contract to Hire End User Support Technician role for one of our clients located in New York, NY.

This role is 100% onsite and the Pay Rate is $30 - $35 an hour depending on experience.

This role does NOT support Visas (OPT, H1B) and does not support C2C (Corp to Corp) or third party recruiters.

Technical Support

• Provide expert support for end-user technology, including device maintenance, upgrades, and troubleshooting.

• Manage local inventory, vendor logistics, and onsite hardware/peripheral needs.

• Deliver responsive VIP white-glove support to senior leadership—both onsite and remotely—occasionally outside standard business hours.

• Act as a technical escalation point for complex issues and Global Service Desk escalations.

• Conduct regular maintenance on all onsite IT equipment.

• Lead user onboarding, training, and technology orientation.

• Support and manage end-user devices across Windows and macOS environments.

• Provide setup and troubleshooting for Microsoft Teams Rooms and similar collaboration systems.

• Stay current on emerging technologies, security standards, and system updates.

Vendor & Resource Management

• Oversee vendor relationships for onsite services, including printing solutions, hardware providers, and device peripherals.

• Ensure all technical operations comply with corporate IT security and regulatory requirements.

Collaboration & Communication

• Strengthen alignment between onsite and remote IT teams through structured check-ins and shared initiatives.

• Partner with managed service providers to maintain consistent processes and service levels.

• Work closely with cross-functional teams such as Facilities, HR, Employee Experience, and Risk to support site needs.

• Track and report on key performance indicators (KPIs) related to onsite IT operations.

Site Initiatives

• Lead onsite IT initiatives such as tech-lounge activities, office upgrades or moves, and other technology-driven site projects.

• Coordinate tasks including PC refresh, hardware receiving, meeting support, onboarding/offboarding, VIP support, and asset management.

• Serve as the main onsite technical lead for headquarters support, including escalation management.

Candidate Profile

• Bachelor’s degree in Information Systems, Computer Science, or related field; equivalent experience considered.

• 7–10 years of enterprise-level IT support experience.

• ITIL certification preferred.

• Strong organizational and remote-coordination skills.

• Extensive experience providing high-touch support to senior executives.

• Excellent communication, interpersonal, and customer-service skills.

• Ability to prioritize and execute in a fast-paced environment.

• Strong proficiency in troubleshooting, diagnostics, and decision-making.

• Experience supporting Microsoft 365 suite, Windows OS, macOS, iOS, and collaboration tools.

• Familiarity with Active Directory, networking fundamentals, and server-side concepts.

• Experience supporting Microsoft Teams Rooms or similar platforms.

• Collaborative, proactive, and service-oriented mindset.

• Able to work effectively across cultures and dynamic workplace environments.

• Commitment to following corporate policies, standards, and best practices.

Working Conditions

• Occasional travel may be required to additional corporate locations.

• Flexibility to support onsite needs or escalations after hours when necessary
  
  #INDIT