Desktop Support Tech

Information Technology
in New York City
, NY
Reference: 19-03484

Job Description:

The Desktop Support Technician’s function is to enable productivity of the employees who are serving our members. This is accomplished by delivering information technology support services to U.S. colleagues in both local and remote offices across the country on internal client computer systems. Effective communication, quick resolution, and outstanding customer support will be expected in order to provide the highest colleague experience.

Key Responsibilities:

  • Provide quality desktop and remote support to end users
  • Resolve desktop issues with various operating systems (Windows, Mac) in a platform agnostic IT environment
  • Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers and computer peripherals
  • Provide systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
  • Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
  • Support a virtualized infrastructure environment
  • Provide technical support and training to end-users
  • Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
  • Proactively follow up on IT service requests/IT problem tickets until customer confirms resolution
  • Maintain current knowledge of relevant technology as assigned
  • Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to
  • Focus is on maintaining ownership of the issue and providing consistent and timely resolutions
  • Identify opportunities for improvements in consistency and performance of troubleshooting, and implement these improvements
  • Drive continuous improvement in working practices and quality of customer support
  • Participate in special projects as required
  • Liaise with colleagues at all levels within the organization
  • Adhere to defined policies/procedures (i.e., IT Equipment, Security and Compliance, Corporate)


  • Strong interpersonal and customer service skills
  • Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment
  • Flexibility to work overtime and on weekends to support a 24/7 environment, holidays and at peak times
  • Ability to troubleshoot and resolve technical problems over the phone which includes PC/Laptops in a Windows XP, Windows 7 network environment
  • Experience with Microsoft Office applications and third party applications
  • Has worked within a professional services firm or similar environment
  • Technical experience or some exposure in some areas of pc internal networking and software including LAN, WAN
  • Associates degree from an accredited institution
  • Completed coursework from an accredited college or university
  • Macintosh experience is a plus