Serve as a primary point of contact for end users, delivering high-touch (“white glove”) technical support both onsite and remotely.
Own and manage multiple support requests simultaneously, ensuring timely follow-up and resolution while maintaining a high level of service.
Provide advanced troubleshooting across hardware, software, networking, and applications in a fast-paced environment.
Build, configure, and deploy Windows PCs and laptops, ensuring a seamless and professional user experience.
Install, maintain, and support IT hardware and software, including printers, copiers, and mobile devices.
Support office moves, equipment installations, and relocations, including server room equipment (ability to lift IT equipment required).
Maintain highly organized and accurate ticketing, documentation, and knowledge base updates within the help desk system.
Proactively identify recurring issues and recommend improvements to enhance system reliability and user experience.
Deliver a consistently professional, responsive, and customer-focused support experience, especially in high-visibility situations.
Participate in a rotating on-call schedule to support business needs.

Requirements

5+ years of IT help desk / desktop support experience, preferably in a Level 2 or advanced support environment.
Proven ability to deliver exceptional customer service in a high-touch, white glove support model.
Strong ability to prioritize, multitask, and stay highly organized while managing competing requests and deadlines.
Strong experience with:
- Windows 11
- Microsoft 365
- Azure
- Active Directory & Group Policy
- MDM
Demonstrated ability to troubleshoot complex technical issues independently and drive resolution.
Experience with ticketing systems and maintaining detailed, organized documentation.
Strong analytical skills with the ability to identify root causes and implement solutions.
Excellent communication skills (written and verbal) with a polished, professional, and user-friendly approach.
A proactive, “go-getter” mindset with a strong desire to learn, improve, and take ownership of work.
High level of organization, attention to detail, and accountability.
Ability to thrive in a fast-paced, high-demand environment without sacrificing service quality.
AA or BS/BA in IT, Computer Science, or related field (or equivalent experience/certifications).

Benefits

Competitive medical, dental, and vision insurance
Flexible spending accounts (dependent care, healthcare, limited purpose FSA)
Accident and Critical Illness insurance
Long Term Disability insurance
Competitive 401(k) benefits
Pet healthcare savings program
Member’s Only Healthcare - healthcare navigation
WellHub - corporate wellness platform
$10,000 lifetime reimbursement for family forming services (e.g. IVF, adoption, surrogacy)
Rocket Lawyer legal benefits
Reimbursement of professional society memberships and exam fees
Up to $10,000 matching annually for contributions to qualified non-for-profit organizations
Parental leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows 11Microsoft 365AzureActive DirectoryGroup PolicyMDMtroubleshootingtechnical supporthardware supportsoftware support

Soft Skills

customer serviceorganizationmultitaskingcommunicationanalytical skillsproactive mindsetattention to detailaccountabilityproblem-solvingtime management

Certifications

AA in ITBS in ITBA in ITComputer Science degreerelated field certifications