IT Support Specialist II - Desktop & End User Support

IT Support Specialist II – Desktop & End User Support

Company: IHL Group

Location: Midtown Manhattan, New York, NY

Job Type: Full-Time | On-Site

About the Role

IHL Group is seeking an experienced, motivated, and service-oriented IT Support Specialist II to join our Information Technology Services (ITS) team.

This is a hands-on technical support position in a fast-paced corporate environment supporting approximately 300 employees across macOS and Windows platforms.

The ideal candidate is an independent problem solver who enjoys troubleshooting, communicates effectively with nontechnical users, and takes ownership of technical issues from initial diagnosis through resolution.

Our goal is to provide employees with fast, reliable, and professional IT support while continuously improving the efficiency and quality of our services.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for macOS and Windows workstations, laptops, peripherals, and business applications.
• Troubleshoot hardware, software, network connectivity, printing, and application performance issues.
• Support Adobe Creative Cloud applications, including Illustrator, Photoshop, and related creative workflows.
• Diagnose and resolve Google Workspace issues involving Gmail, Google Drive, account access, and collaboration tools.
• Manage incoming support tickets, prioritize requests appropriately, and ensure timely resolution.
• Provide in-person desk-side assistance and remote troubleshooting for employees.
• Install, configure, maintain, and deploy workstations and software.
• Assist with device management, software deployments, and patching using Mosyle and Action1.
• Support employee onboarding, offboarding, and workstation replacements.
• Troubleshoot basic LAN, Wi-Fi, VPN, and network connectivity issues.
• Escalate complex infrastructure or security issues when appropriate, providing clear documentation of troubleshooting performed.
• Maintain accurate ticket records and contribute solutions to the internal IT knowledge base.
• Collaborate with the ITS team to identify recurring technical issues and implement long-term improvements.
• Follow established IT security policies, endpoint compliance standards, and support procedures.
  

Required Qualifications

• 3+ years of professional IT help desk, desktop support, or end-user technical support experience.
• Strong troubleshooting skills across both macOS and Windows operating systems.
• Experience supporting users in a corporate environment.
• Working knowledge of Microsoft Office, Google Workspace, and common business applications.
• Familiarity with Active Directory, user account management, permissions, and multifactor authentication.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and basic connectivity troubleshooting.
• Experience installing, configuring, and troubleshooting computer hardware and peripherals.
• Strong written and verbal communication skills.
• Ability to manage multiple support requests while maintaining a high standard of customer service.
• Ability to troubleshoot and resolve issues independently with minimal supervision.
• Strong organizational skills, attention to detail, and a sense of ownership.
• Ability to work on-site in our Midtown Manhattan office.
  

Preferred Qualifications

• Experience supporting Adobe Creative Cloud applications in a design, fashion, or creative production environment.
• Experience with Mosyle, Jamf, or other Apple device management platforms.
• Familiarity with Action1 or other Windows endpoint management solutions.
• Experience with Google Workspace administration.
• Familiarity with Synology NAS systems, SMB file shares, and network storage.
• Experience with Ubiquiti UniFi networking equipment.
• Familiarity with 3CX or other business VoIP platforms.
• Experience with IT ticketing systems and knowledge-base documentation.
• CompTIA A+, Network+, or equivalent technical certifications.
  

What We're Looking For

We are looking for someone who genuinely enjoys helping people and solving technical problems.

The successful candidate will be:

• Responsive: Understands that employees depend on technology to do their jobs and that timely assistance matters.
• Resourceful: Investigates problems thoroughly and takes initiative to find solutions.
• Accountable: Takes ownership of assigned requests and follows through until resolution.
• Professional: Communicates clearly, patiently, and respectfully with employees at all technical skill levels.
• Proactive: Identifies recurring issues and looks for opportunities to prevent them.
• Team-oriented: Works collaboratively with other ITS team members while being comfortable operating independently.
  

Compensation & Benefits

IHL Group offers a competitive compensation and benefits package designed to support the well-being and long-term financial security of our employees.

• Health Insurance: Access to company-sponsored health insurance plans.
• 401(k) Retirement Plan: Company-sponsored 401(k) with employer matching contributions.
• Paid Time Off (PTO): Paid vacation and personal time off in accordance with company policy.
• Paid Jewish Holidays: Company-wide paid time off in observance of Jewish holidays, in addition to regular PTO.
• Professional Growth: Opportunities to develop technical skills and gain experience with enterprise IT infrastructure, cybersecurity, cloud technologies, and endpoint management.
• Collaborative Environment: Work alongside an experienced technology team supporting a dynamic and growing organization.
  

Why Join IHL Group?

You'll work in a diverse technology environment supporting both business operations and creative professionals.

This position offers exposure to enterprise networking, endpoint management, cloud applications, cybersecurity tools, and modern IT support technologies.

You'll join a team focused on improving the employee technology experience through practical solutions, efficient support processes, and continuous improvement.

Work Location: Midtown Manhattan, New York City

Schedule: Full-Time, On-Site

IHL Group is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.