Desktop Support Engineer

Overview The Senior Technician, Desktop Support is a key member of the IT Support Team, based in the New York City office. This role provides direct, high-touch technical support to employees across New York, San Francisco, and remote locations. The position operates on an 8:00 AM - 5:00 PM Eastern schedule, Monday through Friday, and is primarily on-site with flexibility for remote work during weekend or after-hours tasks. The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced, high-expectation environment where white-glove service is essential. Responsibilities Maintain, support, and enhance end-user technologies to ensure reliable, secure, and efficient operations. Provision new user accounts, configure laptops, and set up desks/workstations. Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, and peripherals. Lead and execute hardware/software refresh projects, including operating system upgrades and mobile device deployments. Ensure continuity and stability of all end-user facing systems and applications. Independently support employee and client meetings, including A/V equipment, conference room technology, and presentation hardware. Deliver high-touch, white-glove support to executives, assistants, and staff. Take full ownership of support tickets and drive timely resolution. Perform imaging, deployment, and lifecycle management of computers. Partner with management to plan and execute technical and operational projects. Create clear, user-friendly documentation for service desk procedures. Promote adoption of new technologies in a rapidly evolving environment. Serve as a team lead when collaborating with other departments on technology initiatives. Work closely with fellow support staff to identify areas of improvement, consolidation, and operational efficiency. Contribute ideas and participate actively in team discussions. Troubleshoot daily software, hardware, and network issues; assist with general IT requests. Provide remote and on‑call support as needed. Resolve incident tickets through accurate diagnosis and appropriate remediation. Communicate effectively with team members to maintain alignment and awareness. Assist with office moves, equipment installations, and system upgrades. Qualifications Excellent verbal and written communication skills. Strong proficiency with Microsoft 365 , including Teams, OneDrive, and SharePoint. Solid knowledge of Windows 10 and Windows 11 . Experience with Zoom (meetings, webinars, rooms). Hands-on experience with hardware: printers, laptops, workstations, iPhones. Ability to work independently while knowing when to elevate issues. High attention to detail and strong organizational skills. Willingness to perform physical tasks (moves, installs, cabling, etc.). Strong problem-solving abilities and a proactive mindset. Ability to follow established procedures, policies, and documentation. Demonstrated ability to identify and recommend improvements to IT services. Comfortable working under pressure and managing competing priorities. #J-18808-Ljbffr Green Key Resources