Position Information

Job Title: IT Helpdesk

Contract Period: 1 yr.

Working Location: New York, NY 10119

Work Hours: 09:00 ~ 18:00 (subject to changed)

JD Details

Responsibilities:

Acts as the first point of contact for user‑reported issues
Responding to tickets, phone calls, and chat requests for both Windows 10/11 and macOS (Monterey +).
Typical duties include diagnosing and fixing hardware problems (e.g., laptops, desktops, peripherals) and software issues (OS glitches, Office 365, basic Mac applications) using remote‑assist tools such as Microsoft Remote Desktop and RemoteCall.
Handle device provisioning by imaging, configuring, and deploying workstations with established standards (SCCM or Jamf Self‑Service), perform routine hardware upgrades, and manage warranty RMA processes
Involves applying scheduled OS and application patches, verifying successful installations, and ensuring endpoint protection agents and disk encryption (BitLocker/FileVault) are correctly deployed
All incidents are logged, categorized, and updated in the service‑desk system (ServiceNow, Jira Service Management), with concise resolution notes added to the knowledge base
Clear communication with users-explaining status, next steps, and providing brief "how‑to" guidance for tools like Teams, OneDrive, or iCloud-is essential.
A commitment to continuous learning (staying current on OS updates, new hardware, and corporate tooling) round out the responsibilities.

Required Skills & Experience

2+ years of desktop support experience in a mixed Windows/macOS environment.
Proficient with Windows 10/11 administration (basic Group Policy, Settings).
Familiar with macOS configuration basics (profiles, Jamf Self‑Service).
Strong troubleshooting mindset for hardware, networking (Wi‑Fi, Ethernet), and software issues.
Experience using a ticketing platform (ServiceNow, Jira) and following ITIL‑style workflows.
Basic knowledge of networking concepts (IP addressing, DNS, DHCP).
Ability to follow written procedures and scripts; exposure to PowerShell or Bash is a plus.
Good written and verbal communication; comfortable explaining technical steps to non‑technical users. Relevant entry‑level certifications are advantageous (CompTIA A+, Microsoft Modern Desktop Associate, Apple Certified Support Professional).

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.

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