Service Desk Analyst – Hybrid Role in New York

About the role

We are looking for a Service Desk Analyst to provide Tier 2 technical support to end users in a hybrid environment based in New York City. The role combines onsite assistance with remote troubleshooting to ensure seamless operation of desktops, laptops, mobile devices, and peripherals.

Key responsibilities

• Deliver Tier 2 support for Windows 10/11, Microsoft Office, VPN, remote access, and telephony systems.
• Diagnose and resolve hardware issues, including printers, mobile devices, and audiovisual equipment.
• Document incidents, resolutions, and activities in the ticketing system.
• Assist with workstation deployments, onboarding setups, office moves, and hardware installations.
• Maintain accurate inventory records for IT assets.
• Support video‑conferencing and AV technologies across meeting spaces.
• Collaborate with internal IT teams to escalate complex problems and identify recurring issues.
• Participate in an on‑call rotation as needed.

Required profile

• Minimum 4 years of desktop support or service‑desk experience.
• Strong knowledge of Windows 10/11 environments and Microsoft Office applications.
• Hands‑on experience with desktop hardware, printers, and mobile devices (iOS & Android).
• Understanding of LAN/WAN networking concepts within Microsoft ecosystems.
• Experience with VPNs, remote‑access tools, and virtual desktop environments.
• Excellent communication, documentation, and customer‑service skills.
• Proactive, team‑oriented, and service‑focused mindset.
• Familiarity with ITIL principles is a plus.

Required skills

• Windows 10
• Windows 11
• Microsoft Office (Outlook, Word, Excel)
• VPN technologies
• Remote access tools
• Virtual desktop infrastructure
• iOS devices
• Android devices
• LAN/WAN networking
• ITIL fundamentals

What we offer

• Collaborative IT environment with exposure to a wide range of enterprise technologies.
• Professional growth and development opportunities.
• Competitive compensation up to $105,000 DOE.
• Benefits package and a culture that values communication and high‑quality support.