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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk - **Company:** eMazzanti Technologies - **Location:** New York, NY, United States - **Contract:** Side job - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Multi-Factor Authentication, Network Topologies, Identity and Access Management, Issue Tracking Systems, Network Security, Microsoft Office, Microsoft Software, Wi-Fi Technology, Computer Networking Systems, Mttr, Firewalls (Computer Science) - **Published:** July 3, 2026 - **Apply:** https://emazzanti.ninja/careers/ ## About the Role * Prior experience in an IT support, help desk, or managed services provider (MSP) environment. * Comfortable owning a client-facing, on-site support role with minimal daily supervision. * Strong written and verbal communication skills, including preparing stakeholder-facing reports and presentations. * Solid documentation habits and a track record of building and maintaining technical runbooks. * Customer-focused mindset with the ability to translate technical work into business value., * Love of working in a fast-paced environment * Good written and verbal skills * Knowledge of Microsoft Products with base levels of competency in Windows Operating systems and Active Directory * Technical Aptitude. * Desire to make people happy when you solve their computer problem. * Solid attendance record * Candidate must reside in Bronx. ## Description * Residency: Candidates must be local to the Bronx and able to reliably commute to the customer site daily., * Tier 1 Support: Handle, triage, and prioritize Tier 1 IT support requests on-site, ensuring timely resolution and appropriate escalation. * Dedicated Resource: Serve as the dedicated technical resource for the assigned nonprofit customer account, owning the day-to-day support relationship. * Stakeholder Reviews: Deliver written quarterly account health reviews to customer stakeholders (in coordination with the vCIO and Account Manager) covering uptime and incident summaries, active project status, top risks/recommendations, and a rolling 90-day technical roadmap. * Documentation: Build and maintain a comprehensive customer runbook and documentation library - network topology, vendor contacts, escalation paths, backup and recovery steps, and recurring maintenance tasks - and drive down mean time to resolution (MTTR). * Cost Optimization: Identify and present cost-saving and grant-eligible technology opportunities appropriate for a budget-conscious nonprofit (e.g., TechSoup, Microsoft nonprofit licensing, WatchGuard nonprofit programs), documenting estimated savings, eligibility, and implementation effort. * Consulting: Act as a technical consultant and trusted advisor, making recommendations to customers and internal staff and helping the team resolve complex challenges. * Knowledge Sharing: Contribute regular knowledgebase articles and present at internal all-hands meetings to share expertise across the team. * On-Call: Provide on-call availability and escalation support for the team during the work week per the on-call schedule. * Mentorship: Mentor and support team members, helping colleagues grow their technical and business acumen., * Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion. * Monitor and troubleshoot back up or other regularly scheduled client work. * Work within a ticketing system to track and escalate customer problems * Maintain a positive phone demeanor and ensure customer satisfaction * Perform remote maintenance as needed. * Other duties as assigned. * Demonstrate competency in products and services as offered by the company such as Microsoft Office 365, Watchguard Firewalls, and others. * Spot themes and proactively work to solve them. Growth & Certification Opportunities No certifications are required to start. eMazzanti actively supports and encourages professional growth, and this role offers the opportunity to pursue industry-recognized certifications, including: * Microsoft 365 - MS-102: Microsoft 365 Administrator and MS-700: Managing Microsoft Teams (toward Microsoft 365 Certified: Administrator Expert). * Microsoft Azure - AZ-104: Microsoft Azure Administrator, AZ-700: Designing and Implementing Microsoft Azure Networking Solutions, and AZ-305: Designing Microsoft Azure Infrastructure Solutions (toward Microsoft Azure Network Administrator). * WatchGuard - Network Security, Secure Wi-Fi, Identity Security Essentials (formerly Multifactor Authentication), and Endpoint Security. Professional Expectations * Reliable, on time, and prepared for all meetings; no last-minute cancellations without a planned reschedule. * Accountability and lead-by-example approach - follow through on commitments, both internally and externally. * Active, collaborative team member who contributes to shared company goals ## Related Videos - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Should Tech Managers Be Developers First? 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