IT Helpdesk Specialist

︎ Job Details:

• Job Title: IT Helpdesk Specialist

• Client: Japanese Company

• Working Location: New York, NY 10016

• Working Style: On-site for 5 days a week during the first 90 days, afterwards with request 2 remote days/per week

• Employment Type: Full-time, Non-Exempt

• Salary: $35 - $40/hour (DOE)

• Working Hours: 35 hours/week

︎ What will you do:

• Serve as the initial point of contact for users experiencing technical issues via phone, email, chat, or in-person

• Diagnose and resolve hardware, software, and network problems, providing solutions or workarounds

• Log, track, and manage support requests using a ticketing system

• Assist users with installing, configuring, and updating software and OS

• Help set up hardware and troubleshoot peripheral devices; perform maintenance

• Maintain records of support interactions and recurring issues

• Contribute to and update user guides, FAQs, and support documentation

• Escalate complex issues to higher-level IT teams

• Manage user accounts and ensure security compliance

• Collaborate with other IT departments to resolve complex issues

• Track IT assets and assist in lifecycle management

• Implement and enforce security measures and compliance

• Mentor new team members if needed

• Follow team manager's instructions to support operations

︎ Required Qualifications & Skills:

• 2-5 years of experience in user operation support

• Strong attention to detail with troubleshooting and resolution skills

• Strong understanding of computer systems, Windows 10/11, VDI, M365, Box, MS Teams, Email

• Ability to remain calm with non-technical users and manage multiple requests

• Excellent verbal and written communication skills in English

• Flexible mindset and willingness to adapt to sudden changes

• Able to carry up to 20lbs and travel domestically/internationally as needed, including after hours and holidays