Help Desk Technician

About the role

The Help Desk Technician will be the primary onsite IT support resource for our New York office. Working closely with the local IT team, you will keep employees productive and ensure the office runs smoothly.

Key responsibilities

• Serve as the first point of contact for IT issues via Jira Service Management, phone, email, chat, and walk‑ups.
• Diagnose and resolve hardware, software, network, and application problems on Windows and macOS devices.
• Manage onboarding and offboarding processes, including device setup, account provisioning, and access management.
• Administer company devices with Microsoft Intune, maintaining compliance and lifecycle management.
• Handle user lifecycle tasks and access management through Okta and Active Directory.
• Provide onsite support for office technologies such as Crestron rooms, printers, AV equipment, and conference systems.
• Support internal events by ensuring all technical components function correctly.
• Collaborate with IT Ops, Security, HR, Facilities, Office Managers, and R&D on escalations.
• Maintain accurate IT inventory and keep documentation, procedures, and best practices up to date.

Required profile

• Hands‑on technical support experience in a multi‑platform environment (Windows and macOS).
• Strong troubleshooting skills across hardware, software, and networking.
• Experience with device management tools such as Microsoft Intune or similar MDM solutions.
• Familiarity with identity and access management tools like Okta and Active Directory.
• Experience using Jira Service Management or comparable ticketing platforms.
• Ability to deliver excellent customer service in a fast‑paced office setting.

Required skills

• Windows
• macOS
• Jira Service Management (JSM)
• Microsoft Intune
• Okta
• Active Directory
• Crestron