Desktop Support Specialist

Technology Support Specialist, Advanced Troubleshooting

Overview

A New York City based technology team is seeking a Support Specialist with strong technical depth and the ability to troubleshoot beyond standard desktop support. This is an onsite role that requires someone who can independently investigate complex issues, identify root causes, and work comfortably with PowerShell and other diagnostic tools.

This position is ideal for someone who has outgrown traditional Level 2 support and is ready for a more hands on, higher impact role within a fast moving environment.

Key Responsibilities

Advanced Troubleshooting and Root Cause Analysis

• Diagnose complex issues across Windows, mobile, cloud, and networking environments and drive them through full resolution.
• Perform detailed root cause analysis instead of temporary or superficial fixes.
• Use PowerShell or similar scripting tools to automate tasks, gather data, or streamline troubleshooting.
• Collaborate with engineering and infrastructure teams when deeper technical investigation is required.

End User and Technology Support

• Provide hands on support for workstations, laptops, mobile devices, collaboration tools, and AV systems.
• Handle installations, configurations, upgrades, and ongoing maintenance of hardware and software.
• Support video conferencing and meeting room technologies and help users adopt new tools.

Service Management and Documentation

• Maintain structured and timely updates in the ticketing system.
• Review open incidents for the team and help move time sensitive issues forward.
• Follow support procedures and runbooks while proposing improvements when necessary.

Project Work and Continuous Improvement

• Participate in technology initiatives and take ownership of assigned technical components.
• Suggest enhancements to workflows, support processes, or knowledge documentation.
• Support asset management and inventory tracking using ServiceNow or similar tools.

Communication and Collaboration

• Communicate clearly with users, peers, and leadership, translating technical findings into understandable updates.
• Set expectations, manage priorities, and follow through on commitments.
• Build strong working relationships through reliability and technical credibility.

Technical Exposure

Looking for experience with several of the following:

• Windows 10 and 11, Windows Server
• Azure services and Active Directory
• PowerShell scripting and automation
• ServiceNow or comparable ticketing platforms
• Networking fundamentals, firewall policies, and VPN technologies
• Endpoint management tools such as Intune
• iOS and Android support
• AV and conferencing technologies including Webex, Cisco, Polycom, Logitech
• Microsoft 365 applications and collaboration platforms such as Teams and Slack
• Cloud storage solutions including Box or Microsoft 365

Education and Experience

• Bachelor’s degree in a technology related field with roughly four to five years of hands on support experience.
• Industry certifications such as Microsoft certifications, Google IT Support, or CompTIA credentials are strongly valued.