> Markdown version of [/jobs/ext/2608184-help-desk-support-specialist](https://www.wearedevelopers.com/jobs/ext/2608184-help-desk-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Specialist - **Company:** Kith Retail, LLC - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $65,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Apple Mac Systems, Collaborative Software, Computer Networks, File Systems, Issue Tracking Systems, Network Architecture, Azure Active Directory, Remote Service Software, Software Engineering, VPN Clients, Wi-Fi Technology, Peripherals, Laptops, Gsuite, Network Server, User Administration, ManageEngine - **Published:** August 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d9327287cd846381 ## About the Role * 2-3 years of help desk or desktop support experience required. * Ticketing systems, specifically Harmony - ticket lifecycle, SLAs, and escalation processes. * Remote support tools, specifically ScreenConnect. * MDM/endpoint management platforms, specifically ManageEngine and Iru. * Windows 10/11 and Apple macOS support. * Microsoft 365 and/or Google Workspace (end-user administration). * Peripheral devices, including network printers, scanners, monitors, and UPS devices. * Mobile devices (iOS and Android) support and troubleshooting. * Client-side networking troubleshooting (Wi-Fi connectivity, VPN client issues). Skills * Detail-oriented, methodical, and highly organized. * Highly proactive, reliable, and a self-starter. * Capable of working independently and as part of a team in a dynamic, fast-paced environment. * Strong communication and troubleshooting skills: experience diagnosing and explaining a range of IT issues to non-technical end users, verbally and in writing. * Strong interpersonal skills and a sense of teamwork. * Passionate about technology and customer service. * Availability for on-call support and occasional travel to NY stores and warehouse locations for project work., * Retail-specific experience and knowledge of POS systems, hardware, and peripherals. * Familiarity with Active Directory / Azure AD user administration (password resets, group membership). * Basic understanding of ITIL. * Relevant certifications (A+, Network+, ITIL Foundation). * For retail project work, you will be offered the chance to travel within the US and other locations based on expansion plans., * Detail-oriented and organized. * Proactive and reliable. * Strong troubleshooting and communication skills. * Collaborative and customer-focused. * Adaptable in a fast-paced environment. Personal Characteristics * Self-motivated and accountable. * Team-oriented with strong interpersonal skills. * Curious and eager to learn. * Flexible and adaptable. ## Description Position Summary: The IT Help Desk Support Specialist to serve as the primary point of contact for technical support across our NY offices, stores, and warehouse. This is a tier-1/2 support role focused on end-user hardware, software, and device support - partnering closely with our systems administration team, which owns servers, network infrastructure, and security., * Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system, providing support for hardware and software issues. * Log, manage, and document all requests in Harmony (ticketing system); triage and escalate complex or infrastructure-level issues to the systems administration team. * Provide in-person and remote troubleshooting (via ScreenConnect) for workstations, laptops, mobile devices, and POS systems. * Set up, deploy, replace, and upgrade end-user hardware including workstations, monitors, peripherals, printers, and POS terminals. * Manage and support end-user devices and mobile endpoints using ManageEngine and Iru MDM platforms. * Support end-user issues within Microsoft 365 and/or Google Workspace (email, file storage, collaboration tools). * Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access requests. * Diagnose issues and determine the best resolution path based on symptoms and user-provided details. * Communicate with vendors and their support desks as needed. * Maintain accurate documentation of common issues, resolutions, and IT asset records. * Take part in IT and cross-functional projects as assigned. * Perform other duties as assigned. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer)