Help Desk Support

ioSENTRIX•Manhattan, NY

5d•Onsite

About The Position

ioSENTRIX is seeking an experienced Tier 2 Help Desk Support Analyst to provide white-glove, in-person desktop and end-user support at our client's Midtown Manhattan office. This is a highly visible role supporting a corporate user base that includes executives, knowledge workers, and visiting clients. The analyst will be the face of IT, responsible for troubleshooting at the desk, ensuring meetings, laptops, and email function correctly. This is an on-site role, requiring the analyst to be present five days a week in business professional attire, ready to respond to walk-ups, conference room emergencies, and hands-on hardware needs. The environment is Microsoft-centric.

Requirements

3+ years of Tier 2 help desk / desktop support experience in a corporate environment
English as a primary language, with excellent verbal and written communication skills
Hands-on proficiency with Microsoft 365, Windows 10/11, and Microsoft Office / Outlook
Working knowledge of Microsoft Entra ID (Azure AD) — user management, MFA, sign-in log analysis
Demonstrated ability to troubleshoot Conditional Access policy blocks using Entra sign-in logs and the "What If" tool
Practical experience with Microsoft Intune — device enrollment, Autopilot, policy deployment, and compliance troubleshooting
Hands-on experience with Exchange Online — message trace, shared mailboxes, mailbox permissions, distribution lists
PowerShell exposure — comfortable connecting to Exchange Online and Microsoft Graph, running cmdlets, and modifying simple scripts
Experience supporting conference room AV equipment (Microsoft Teams Rooms, Zoom Rooms, Crestron, Logitech, or Poly)
Network printer troubleshooting and driver management experience
Comfortable working on-site in business professional attire, 5 days per week
Proven ability to support executive and VIP users with patience, clarity, and discretion
Eligible to work in the United States on a W2 basis

Nice To Haves

Microsoft certifications: MD-102 (Endpoint Administrator), MS-900, AZ-900, or equivalent
Experience with ServiceNow, Jira Service Management, or similar ITSM platforms
Familiarity with BitLocker recovery, Windows Hello for Business, and Hybrid Azure AD Join
Exposure to mobile device management for iOS and Android via Intune
Background in financial services, legal, or other white-collar enterprise environments

Responsibilities

Provide Tier 2 desktop and end-user support for a Microsoft-centric corporate environment
Triage, troubleshoot, and resolve incidents and service requests in person, by phone, and through the ticketing system
Set up and deploy laptops for new hires using Microsoft Intune and Autopilot
Troubleshoot Outlook, Exchange Online, and Microsoft 365 issues including mail flow, profiles, shared mailboxes, and permissions
Investigate and resolve Entra ID (Azure AD) issues — sign-in failures, MFA, group membership, license assignment, and Conditional Access policy blocks
Support Microsoft Intune device enrollment, compliance, application deployment, and policy troubleshooting
Run basic PowerShell commands and scripts to perform user lookups, group management, and Exchange Online tasks
Provide conference room AV support — Teams Rooms / Zoom Rooms, displays, video conferencing, and presentation troubleshooting in real time
Diagnose and resolve printer issues including network printers, drivers, and queue management
Image, configure, and deploy Windows 10/11 laptops and desktops
Document fixes, build knowledge base articles, and maintain accurate ticket records
Provide VIP and executive support with professionalism, calm under pressure, and clear communication
Escalate to Tier 3, infrastructure, or security teams when appropriate, with clean handoff documentation