Desktop Support Specialist – IT Help Desk

About the role

Marc Jacobs International is looking for a Desktop Support Specialist to join its IT team at the New York City (SoHo) headquarters. The role provides onsite and remote technical assistance, ensuring a stable, secure, and efficient desktop environment for all employees, including executives and VIP users.

Key responsibilities

• Provide onsite and remote support for hardware, software, operating systems, and peripherals in Windows and macOS environments.
• Troubleshoot and resolve issues with desktops, laptops, mobile devices, printers, monitors, docking stations, and audiovisual equipment.
• Support Microsoft 365, email, calendaring, collaboration tools, and other approved business applications.
• Deliver high‑touch technical support for executives, senior leadership, and conference‑room technologies.
• Deploy, configure, maintain, replace, and retire end‑user devices; manage inventory, asset tagging, warranty tracking, and disposal.
• Assist with endpoint management processes, including device enrollment, software deployment, patching, and policy enforcement.
• Follow IT security standards, supporting encryption, multifactor authentication, and access controls.
• Create and maintain knowledge‑base articles, user guides, and support documentation.

Required profile

• Strong customer‑service orientation with the ability to handle sensitive issues professionally and discreetly.
• Attention to detail in documentation and asset management.
• Ability to work independently and collaborate with internal teams and external vendors.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 suite
• Active Directory
• Omnissa/WS1 endpoint management
• Hardware troubleshooting (desktops, laptops, mobile devices, printers, monitors, docking stations, AV systems)
• Patch management and software deployment
• Encryption, multifactor authentication, and access control mechanisms