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).