Help Desk Technician

The Help Desk Technician I provides Tier 1 technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs., * Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests.

• Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.
• Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base.
• Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure).
• Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists).
• Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards.
• Manage and track end-user assets; assist with periodic inventories and device lifecycle processes.
• Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs.
• Travel to local offices/job sites as needed; support occasional off-hours maintenance windows with prior notice.
• Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.
• Contribute KB articles and improve runbooks based on resolved tickets.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, * 1-2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications).

• Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues.
• Experience with Active Directory user administration and a modern ticketing system.
• Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently.
• Willingness to learn, follow SOPs, and escalate appropriately.
• Valid driver’s license for occasional site travel preferred.

Computer Systems

• Mid-level experience with Microsoft Office 365, Active Directory Administration, and Virtualization Technologies
• Proficient with Windows 10, Windows 7, and Microsoft Office suite

Working Conditions

• On site support with some remote assistance.
• Occasional nights/weekends for planned work.
• Ability to lift/move up to ~25-35 lbs (monitors, small printers).

JRM is one of the top General Contracting and Construction Management Firms with over a decade of trusted experience. Headquartered in New York City with offices in New Jersey, California, and Florida, JRM delivers the highest quality services to clients that include City, State & Federal Agencies, Fortune 500 corporations, respected property owners & developers, major law firms, media & tech firms, leading luxury retailers, renowned hospitality groups, life sciences & healthcare organizations, and financial services firms. JRM knows that dedicated, accomplished employees are the heart of any successful enterprise. We are focused on maintaining a diverse, inclusive, and authentic workplace and are always looking to add passionate personnel to our teams across the US.