Desktop Support Technician

End User Support

• Act as the first point of contact through the ticketing system and in-person assistance.
• Log, categorise, prioritise, troubleshoot, resolve, and follow up on incidents and requests in line with service expectations.
• Provide clear, patient technical guidance to non-technical users and maintain ownership until resolution or a confirmed handover.
• Document symptoms, troubleshooting steps, resolution details, and escalation notes accurately.
• Provide onsite 1st line support for the New York office, including but not limited to Wi-Fi connectivity, printers, conference rooms, meeting technology, passwords, and 2FA.
• Provide remote 1st line support across the US region through approved communication and support platforms.
• Support workplace technology and the local IT team during events, office changes, and business-critical meetings.

Endpoint, hardware, and software support

• Diagnose and resolve Windows and macOS hardware issues
• Configure and deploy hardware to new hires
• Configure and deploy replacement hardware to existing users
• Assist with software deployment, security updates, anti-virus protection, patching, and endpoint compliance.
• Administer devices through the MDM solution and maintain accurate hardware, software, and licence records through the asset-management solution.
• Coordinate hardware repair, replacement, vendor support, and onsite visits when an issue cannot be resolved remotely.

Applications, access, and onboarding

• Support SaaS applications including Google Workspace, Okta, Slack, Zoom, and other business-critical tools.
• Assist with account creation, access requests, password resets, 2FA, permissions, and user authentication issues in line with security procedures.
• Support onboarding and offboarding across the US region, including hardware provisioning, account setup, access changes, equipment recovery, and onboarding sessions.
• Provide basic user guidance and training for workplace applications and technology.

• At least 2 years of experience in a technical support, service desk, help desk, or desktop support role.
• Experience working with MDM and anti-virus or endpoint-security solutions.
• Experience supporting SaaS applications such as Google Workspace, Okta, Slack, Jumpcloud/Jamf and Zoom.
• Practical experience supporting both Windows and macOS.
• Experience using a ticketing or IT service-management platform.
• Knowledge of workplace communication technologies, printers, conference-room equipment, basic networking, Wi-Fi, VPN, and remote support.
• Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.

Required skills and behaviours

• Excellent verbal and written communication skills.
• Strong customer-service mindset and the ability to explain technical issues clearly and calmly.
• Ability to prioritise work, follow established procedures, and manage multiple tickets or assignments.
• Strong attention to detail, documentation, follow-through, and ownership.
• Ability to work effectively in an agile environment.
• A focus on efficiency and effectiveness.
• A can-do attitude, bringing energy, drive, and enthusiasm to the role.
• Curiosity and openness to learning from others, acknowledging weaknesses, and growing.
• Sound judgement about when to resolve independently and when to escalate.