Desktop Support Technician

Job Description

The opportunity

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A programmatic media partner for marketers and agencies, combining data science, analytics, and programmatic trading is looking for a Desktop Support Technician to provide responsive, user-focused 1st and 2nd line support across the New York office and the wider US region.

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Main responsibilities

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End User Support

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• Act as the first point of contact through the ticketing system and in-person assistance.

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• Log, categorise, prioritise, troubleshoot, resolve, and follow up on incidents and requests in line with service expectations.

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• Provide clear, patient technical guidance to non-technical users and maintain ownership until resolution or a confirmed handover.

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• Document symptoms, troubleshooting steps, resolution details, and escalation notes accurately.

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• Provide onsite 1st line support for the New York office, including but not limited to Wi-Fi connectivity, printers, conference rooms, meeting technology, passwords, and 2FA.

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• Provide remote 1st line support across the US region through approved communication and support platforms.

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• Support workplace technology and the local IT team during events, office changes, and business-critical meetings.

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Endpoint, hardware, and software support

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• Diagnose and resolve Windows and macOS hardware issues

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• Configure and deploy hardware to new hires

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• Configure and deploy replacement hardware to existing users

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• Assist with software deployment, security updates, anti-virus protection, patching, and endpoint compliance.

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• Administer devices through the MDM solution and maintain accurate hardware, software, and licence records through the asset-management solution.

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• Coordinate hardware repair, replacement, vendor support, and onsite visits when an issue cannot be resolved remotely.

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Applications, access, and onboarding

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• Support SaaS applications including Google Workspace, Okta, Slack, Zoom, and other business-critical tools.

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• Assist with account creation, access requests, password resets, 2FA, permissions, and user authentication issues in line with security procedures.

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• Support onboarding and offboarding across the US region, including hardware provisioning, account setup, access changes, equipment recovery, and onboarding sessions.

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• Provide basic user guidance and training for workplace applications and technology.

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Required experience

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• At least 2 years of experience in a technical support, service desk, help desk, or desktop support role.

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• Experience working with MDM and anti-virus or endpoint-security solutions.

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• Experience supporting SaaS applications such as Google Workspace, Okta, Slack, Jumpcloud/Jamf and Zoom.

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• Practical experience supporting both Windows and macOS.

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• Experience using a ticketing or IT service-management platform.

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• Knowledge of workplace communication technologies, printers, conference-room equipment, basic networking, Wi-Fi, VPN, and remote support.

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• Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.

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Required skills and behaviours

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• Excellent verbal and written communication skills.

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• Strong customer-service mindset and the ability to explain technical issues clearly and calmly.

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• Ability to prioritise work, follow established procedures, and manage multiple tickets or assignments.

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• Strong attention to detail, documentation, follow-through, and ownership.

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• Ability to work effectively in an agile environment.

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• A focus on efficiency and effectiveness.

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• A can-do attitude, bringing energy, drive, and enthusiasm to the role.

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• Curiosity and openness to learning from others, acknowledging weaknesses, and growing.

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• Sound judgement about when to resolve independently and when to escalate.

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