Help Desk Technician

Our client is looking for an IT Service Desk Technician (Tier 1/2) to join their growing IT team and help deliver a high-quality, scalable support experience across the company. This role is critical in supporting a fast-paced, SaaS-driven environment and ensuring employees can do their best work without friction. You will be the front line of IT in the NYC office-troubleshooting issues, supporting onboarding and offboarding, and continuously improving systems and processes. This is an excellent opportunity for someone who enjoys problem-solving, working with people, and improving how IT operates., * Provide Tier 1/2 technical support for hardware, software, and SaaS applications

• Troubleshoot issues across a Mac-first environment, including macOS, peripherals, and networking
• Support and manage core tools such as Google Workspace, Okta, Slack, Atlassian (Jira and Confluence), 1Password, and Jamf
• Own and manage support tickets through Jira, ensuring timely resolution and clear communication
• Support new hire onboarding and offboarding, including device provisioning, shipping and receiving, and account setup
• Assist with identity and access management, including SSO, MFA, and group permissions
• Partner with cross-functional teams to resolve issues and improve workflows
• Contribute to documentation and knowledge base articles to help scale support
• Identify recurring issues and proactively suggest automation or process improvements

• 3-4 years of experience in an IT Service Desk or IT Support role (Tier 1/2)
• Strong experience supporting macOS environments
• Familiarity with modern SaaS tools such as Google Workspace, Slack, Jira, and similar platforms
• Experience with MDM tools such as Jamf, Kandji, or Intune
• Basic understanding of networking fundamentals, including Wi-Fi, VPN, and DNS
• Basic understanding of identity systems such as Okta or other SSO tools
• Strong troubleshooting skills with the ability to break down ambiguous problems
• Excellent communication skills and the ability to support both technical and non-technical users
• Highly organized with strong attention to detail and follow-through
• Comfortable working in a fast-paced, evolving environment
• Ability to lift approximately 50 lbs
• Comfortable being the sole IT individual in an office while adhering to global IT standards and processes

Nice to Have Skills & Experience

• Experience working in a startup or high-growth technology environment
• Exposure to automation tools or scripting languages such as Bash or Python
• Experience improving IT support processes, documentation, or internal workflows