Service Desk Analyst – Hybrid, NYC

About the role

We are seeking a Service Desk Analyst to provide Tier 2 technical support for end users in a hybrid environment based in New York City. You will troubleshoot a wide range of hardware and software issues, ensuring timely and professional service both onsite and remotely.

Key responsibilities

• Deliver Tier 2 support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot Windows 10/11, Microsoft Office, remote‑access tools, and telephony systems.
• Document incidents and resolutions in the ticketing system.
• Assist with workstation deployments, onboarding setups, office moves, and hardware installations.
• Maintain IT hardware inventory and support video‑conferencing/audiovisual equipment.
• Collaborate with internal IT teams to escalate complex issues.
• Identify recurring issues and provide trend reports to leadership.
• Participate in an after‑hours on‑call rotation as needed.

Required profile

• Minimum 4 years of desktop support or service‑desk experience.
• Strong background supporting Windows 10 and Windows 11 environments.
• Hands‑on experience with desktop hardware, printers, mobile devices, LAN/WAN networking, VPNs, and virtual desktops.
• Proficiency with Microsoft Office applications, especially Outlook, Word, and Excel.
• Excellent communication, documentation, and customer‑service skills.
• Team‑oriented, proactive, and service‑focused mindset.

Required skills

• Windows 10
• Windows 11
• Desktop hardware and peripherals
• LAN/WAN networking concepts
• VPN and remote‑access technologies
• Virtual desktop environments
• Microsoft Office (Outlook, Word, Excel)
• iOS and Android device support
• ITIL principles (plus)

What we offer

• Collaborative and supportive IT environment.
• Exposure to a wide range of enterprise technologies.
• Professional growth and development opportunities.
• Hands‑on experience with modern workplace infrastructure.
• Competitive compensation and benefits package.
• Team culture valuing communication and high‑quality support.