Deskside Services and White Glove Support

Work Location: New York, NY 10017
Job Title: IT - Lead Consultant | Infrastructure-Storage-Administration | Windows Storage


Job Description: Job Title: Deskside Services and White Glove Support
Work Location & Reporting Address: New York, NY 10017
Is this a full remote/hybrid/full onsite set-up? Onsite
Do you consider candidate/s who are willing to relocate? Yes


Contract duration: 12 months
Target Start Date: 01 Mar 2026
Does this position require Visa independent candidates only? Yes


Interview Process (Is face to face required?) Video Interview


Minimum years of experience: 10+ years
Certifications Needed: Not mandatory


Must Have Skills: Desktop Support Engineer, White Glove Support, Mac OS environments
Nice to have skills: Good communication and problem-solving skills


Detailed Job Description:


Role Overview:
We are seeking an experienced Desktop Support Engineer with strong expertise in White Glove Support for Executive Leadership Team (ELT) users of a high end premium retail organization. This role demands exceptional communication skills, deep technical knowledge, and a strong customer first mindset. The engineer will support high visibility VIP executives, ensuring seamless technology experience with minimal downtime.


Key Responsibilities:
• Provide first-level and second-level technical support to end users.
• Install, configure, and upgrade hardware, software, and peripheral devices.
• Troubleshoot system issues including desktops, laptops, printers, networks, and applications.
• Perform system maintenance, diagnostics, and updates as required.
• Manage user accounts, permissions, and workstation configurations.
• Resolve issues through remote troubleshooting tools when required.
• Document technical issues, resolutions, and maintain logs for future reference.
• Coordinate with internal teams or external vendors for unresolved issues.
• Ensure minimal downtime by proactively identifying and resolving potential issues.


Required Skills & Qualifications:
• Proven work experience as a Desktop Support Engineer, IT Support Technician, or similar role.
• Strong understanding of Windows OS, basic networking, and system configurations.
• Hands-on experience in installing and troubleshooting:
o Operating systems
o Software applications
o Hardware components
• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, MS Quick Assist, etc.).
• Excellent communication skills with the ability to explain technical topics clearly.
• Strong problem-solving attitude and ability to work under minimal supervision.
• Customer-focused approach with a commitment to delivering high-quality support.


Preferred Qualifications:
• Certifications such as CompTIA A+, Microsoft MCP/MCSA, or equivalent.
• Knowledge of ITSM tools like ServiceNow, Jira, ManageEngine, etc.
• Experience in Active Directory, user account management, and basic network troubleshooting.


Soft Skills:
• Strong interpersonal skills
• Strong executive presence and communication clarity
• Patience and customer empathy
• bility to multitask and prioritize
• Team-oriented mindset
• Problem-solving with a calm, customer-centric approach


Preferred Qualifications:
• Experience working in luxury retail, executive offices, or high-pressure corporate environments.
• Certifications such as CompTIA A+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.
• Familiarity with end-user device lifecycle management and asset tracking