IT Support Technician – Tier 1/2 – NYC Midtown

About the role

We are seeking an IT Support Technician to provide front‑line troubleshooting and desktop support for our on‑site and remote teams in Midtown Manhattan. The role covers both Tier 1 ticket handling and Tier 2 hardware diagnostics and repair.

Key responsibilities

• Respond to user tickets, diagnose and resolve everyday IT issues using standard playbooks.
• Provide on‑site support for desktops, laptops, mobile devices, and printers.
• Perform deeper hardware diagnostics, repairs, and component replacements.
• Assist remote users via remote‑access tools and maintain documentation of solutions.
• Collaborate with remote support teams to ensure consistent service levels.
• Maintain and update ticketing system records (e.g., ServiceNow, Jira).

Required profile

• Strong troubleshooting abilities across a range of devices.
• Working knowledge of Microsoft Office, Windows operating systems, and basic iOS.
• Understanding of networking fundamentals such as IP, DNS, and DHCP.
• Experience using ticketing platforms (ServiceNow, Jira, or similar).
• Excellent communication skills and ability to work in a fast‑paced environment.

Required skills

• Windows OS
• Microsoft Office suite
• iOS (basic)
• IP
• DNS
• DHCP
• Remote access tools
• ServiceNow
• Jira
• Hardware repair and diagnostics