Help Desk Specialist – Tier 1 IT Support

About the role

We are looking for a reliable Help Desk Specialist to provide Tier 1 IT support for a financial services firm in New York. The role combines end‑user assistance, on‑site hardware setup and basic troubleshooting to keep employees productive.

Key responsibilities

• Provide first‑line support via ticketing system, email or chat for Windows and macOS devices.
• Troubleshoot Microsoft 365 applications (Outlook, Teams, Excel, Word) and common desktop software such as Adobe Acrobat, Zoom and web browsers.
• Set up, image, upgrade and deploy laptops, desktops and peripherals for new hires and relocations.
• Diagnose and repair hardware issues (RAM, SSDs, printers, scanners, mobile devices) and maintain asset inventory.
• Support VPN, remote‑desktop (RDP) connections and basic network troubleshooting (IP, DNS, DHCP).
• Create and manage user accounts and security groups in Active Directory, supporting onboarding and off‑boarding.
• Document tickets, resolutions and knowledge‑base articles, and escalate complex cases as needed.

Required profile

• Bachelor’s degree (or equivalent) required.
• Experience supporting Windows environments; macOS/iOS knowledge is a plus.
• Familiarity with ticketing tools such as ServiceNow or Jira.
• Basic understanding of networking fundamentals.

Required skills

• Windows and macOS operating systems
• Microsoft 365 (Outlook, Teams, Excel, Word)
• Active Directory user and group management
• ServiceNow or Jira ticketing systems
• VPN and Remote Desktop (RDP) troubleshooting
• Hardware troubleshooting and device imaging
• Printer/scanner support and mobile device (iPhone) troubleshooting
• Basic A/V (Zoom) and desk‑phone configuration