Desktop Support Specialist

Marc Jacobs•New York, NY

2d•$67,500 - $75,000•Onsite

About The Position

Marc Jacobs International, powered by the creative genius of Marc Jacobs, seeks a Desktop Support Specialist to join the IT team based in its New York City (SoHo) headquarters. The Desktop Support Specialist provides onsite technical support to end users and helps maintain a stable, secure, and efficient desktop environment across the organization. This role supports Windows and macOS devices, mobile technology, collaboration tools, printers, and conference room systems. The position also supports device deployment, asset lifecycle management, documentation, and IT projects while delivering a high level of customer service, including support for executive and VIP users.

Requirements

Minimum of 3 to 5 years of experience in desktop support, endpoint support, or a related IT support role.
Experience supporting both Windows and macOS environments required.
Proficiency with Windows 11 and macOS support
Working knowledge of Microsoft 365, Active Directory, Omnissa/WS1 or other MDM Soluion
Experience supporting mobile devices, printers, conferencing technology, and office productivity applications
Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
Familiarity with endpoint security practices, including encryption, multifactor authentication, patching, and access management
Experience using ticketing and IT service management systems
Strong verbal and written communication skills
Excellent customer service and interpersonal skills
Strong troubleshooting and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
Strong organizational skills and attention to detail
Ability to work independently and collaboratively
Professionalism, sound judgment, and discretion

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
Experience supporting executive-level users and managing IT assets preferred.

Responsibilities

Provide onsite and remote support for hardware, software, operating systems, and peripheral devices in Windows and macOS environments.
Troubleshoot and resolve issues involving desktops, laptops, mobile devices, printers, monitors, docking stations, and related equipment.
Support Microsoft 365, email, calendaring, collaboration tools, and other approved business applications.
Document incidents, service requests, troubleshooting steps, and resolutions in the IT service management system.
Escalate issues to internal teams or external vendors as appropriate.
Provide high-touch technical support to executives, senior leadership, and other designated VIP users.
Prepare and support conference rooms, audiovisual systems, and meeting technologies for business-critical meetings and events.
Handle sensitive issues with professionalism, discretion, and urgency.
Deploy, configure, maintain, replace, and retire end-user devices and related equipment.
Prepare equipment for new hires, employee transfers, and device refresh initiatives.
Maintain accurate inventory records for computers, mobile devices, monitors, printers, and accessories.
Support asset tagging, stockroom organization, warranty tracking, and disposal processes.
Assist in maintaining standard desktop images and provisioning processes.
Support endpoint management processes, including device enrollment, software deployment, patching, and policy application.
Assist with technologies such as Omnissa/WS1, Active Directory, and Microsoft 365.
Follow IT security standards and support endpoint compliance, encryption, multifactor authentication, and access controls.
Create and maintain knowledge base articles, user guides, and support documentation.
Participate in hardware refreshes, software rollouts, office moves, operating system upgrades, and other IT initiatives.
Provide after-hours or weekend support as needed for projects or business requirements.