Role General IT
Location: New York, NY, USA, 10177
Duration: 05 Months
Position Summary
The Desktop Support Analyst Consultant is responsible for delivering high-quality, responsive desktop support services to end users. This role manages daily helpdesk tickets, maintains ownership through resolution, performs installs/moves/adds/changes, provides remote assistance, and ensures adherence to organizational IT standards and procedures.
Key Duties & Responsibilities
Customer & Service Delivery
- Provide exceptional customer service in all interactions.
- Manage and resolve day-to-day helpdesk issues.
- Escalate critical issues impacting business operations.
- Deliver onsite and remote user coaching.
- Ensure compliance with global IT service standards.
Technical Support & Maintenance
- Provide Tier 2 support for Windows desktops/laptops, Apple devices (MacBook, iPad, iPhone), and Microsoft Teams phones.
- Troubleshoot hardware, software, and AV/conference room systems.
- Configure and deploy laptops, desktops, and mobile devices.
- Support O365, Azure, SharePoint, OneDrive, and Active Directory.
- Use SCCM and AutoPilot for system imaging and deployments.
- Maintain asset management documentation.
- Work with external vendors for issue resolution.
Documentation & Process Improvement
- Log incidents in ServiceNow (or similar ticketing tools).
- Maintain and update knowledge base articles.
- Document workflows, SOPs, and process maps.
- Analyze and improve operational workflows.
Qualifications
- Bachelor’s degree in IT or related experience preferred.
- 4+ years Desktop Support experience (500+ users).
- 4+ years supporting Windows OS & Office Suite.
- 4+ years supporting Apple devices.
- Experience with ServiceNow preferred.
- Certifications preferred: ITIL, A+, MCSE, ACMT.
- Strong troubleshooting, communication, and documentation skills.