> Markdown version of [/jobs/ext/2825674-it-help-desk](https://www.wearedevelopers.com/jobs/ext/2825674-it-help-desk). 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).

---

# IT Help Desk

- **Company:** eMazzanti Technologies
- **Location:** New York, NY, United States
- **Salary:** $62,353.0 - $82,462.0
- **Contract:** Permanent contract
- **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:** September 10, 2026
- **Apply:** https://www.careerjet.com/jobad/usa5a16529dd6eb8906db21917cd75a14e

## 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, As the General Manager, you are the heartbeat of your store - responsible for leading operations, inspiring your team, and ensuring that every Guest experience reflects the Global …
 + 21 days ago