IT Helpdesk Specialist

About the role

We are seeking an IT Helpdesk Specialist to be the first point of contact for technical support across the organization. You will resolve day‑to‑day IT issues, prepare equipment for new hires, and provide high‑quality customer service to employees in multiple locations.

Key responsibilities

• Serve as primary contact for IT support requests and troubleshoot Windows, macOS, printers, monitors, peripherals and mobile devices.
• Support Microsoft 365 applications, Outlook, Teams, VPN, Wi‑Fi, password resets, MFA and account access issues.
• Install, configure and maintain approved hardware and software.
• Provide onsite and remote assistance for employees in New York, Los Angeles, China and remote U.S. locations.
• Prepare and deploy laptops, desktops, monitors and accessories for new hires and manage equipment during onboarding and offboarding.
• Maintain accurate asset inventory, warranty information and coordinate shipping of equipment to remote staff.
• Create and update Knowledge Base articles and ensure ticket documentation is thorough.
• Escalate complex infrastructure, networking, cloud, security and vendor issues while keeping users informed.

Required profile

• 2–4 years of IT Helpdesk or Desktop Support experience.
• Strong problem‑solving ability and customer‑service mindset.
• Excellent verbal and written communication skills.
• Organized, able to manage multiple priorities in a fast‑paced environment.
• Positive attitude and willingness to learn.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 suite (Outlook, Teams)
• VPN and Wi‑Fi connectivity
• Multi‑factor authentication (MFA)
• Active Directory / Microsoft Entra ID
• Virtualization technologies
• Cloud infrastructure basics
• Networking and firewall concepts
• Cybersecurity awareness
• Asset management and ticketing systems