Help Desk Support Specialist

Kith•Brooklyn, NY

3d•Onsite

About The Position

The IT Help Desk Support Specialist will serve as the primary point of contact for technical support across our NY offices, stores, and warehouse. This is a tier-1/2 support role focused on end-user hardware, software, and device support — partnering closely with our systems administration team, which owns servers, network infrastructure, and security.

Requirements

2-3 years of help desk or desktop support experience required.
Ticketing systems, specifically Harmony — ticket lifecycle, SLAs, and escalation processes.
Remote support tools, specifically ScreenConnect.
MDM/endpoint management platforms, specifically ManageEngine and Iru.
Windows 10/11 and Apple macOS support.
Microsoft 365 and/or Google Workspace (end-user administration).
Peripheral devices, including network printers, scanners, monitors, and UPS devices.
Mobile devices (iOS and Android) support and troubleshooting.
Client-side networking troubleshooting (Wi-Fi connectivity, VPN client issues).
Detail-oriented, methodical, and highly organized.
Highly proactive, reliable, and a self-starter.
Capable of working independently and as part of a team in a dynamic, fast-paced environment.
Strong communication and troubleshooting skills: experience diagnosing and explaining a range of IT issues to non-technical end users, verbally and in writing.
Strong interpersonal skills and a sense of teamwork.
Passionate about technology and customer service.
Availability for on-call support and occasional travel to NY stores and warehouse locations for project work.

Nice To Haves

Retail-specific experience and knowledge of POS systems, hardware, and peripherals.
Familiarity with Active Directory / Azure AD user administration (password resets, group membership).
Basic understanding of ITIL.
Relevant certifications (A+, Network+, ITIL Foundation).
For retail project work, you will be offered the chance to travel within the US and other locations based on expansion plans.

Responsibilities

Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system, providing support for hardware and software issues.
Log, manage, and document all requests in Harmony (ticketing system); triage and escalate complex or infrastructure-level issues to the systems administration team.
Provide in-person and remote troubleshooting (via ScreenConnect) for workstations, laptops, mobile devices, and POS systems.
Set up, deploy, replace, and upgrade end-user hardware including workstations, monitors, peripherals, printers, and POS terminals.
Manage and support end-user devices and mobile endpoints using ManageEngine and Iru MDM platforms.
Support end-user issues within Microsoft 365 and/or Google Workspace (email, file storage, collaboration tools).
Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access requests.
Diagnose issues and determine the best resolution path based on symptoms and user-provided details.
Communicate with vendors and their support desks as needed.
Maintain accurate documentation of common issues, resolutions, and IT asset records.
Take part in IT and cross-functional projects as assigned.
Perform other duties as assigned.