IT Helpdesk

BTI Solutions•New York, NY

About The Position

IT Helpdesk Responsibilities: Acts as the first point of contact for user‑reported issues Responding to tickets, phone calls, and chat requests for both Windows 10/11 and macOS (Monterey +). Typical duties include diagnosing and fixing hardware problems (e.g., laptops, desktops, peripherals) and software issues (OS glitches, Office 365, basic Mac applications) using remote‑assist tools such as Microsoft Remote Desktop and RemoteCall. Handle device provisioning by imaging, configuring, and deploying workstations with established standards (SCCM or Jamf Self‑Service), perform routine hardware upgrades, and manage warranty RMA processes Involves applying scheduled OS and application patches, verifying successful installations, and ensuring endpoint protection agents and disk encryption (BitLocker/FileVault) are correctly deployed All incidents are logged, categorized, and updated in the service‑desk system (ServiceNow, Jira Service Management), with concise resolution notes added to the knowledge base Clear communication with users—explaining status, next steps, and providing brief "how‑to" guidance for tools like Teams, OneDrive, or iCloud—is essential. A commitment to continuous learning (staying current on OS updates, new hardware, and corporate tooling) round out the responsibilities.

Requirements

2+ years of desktop support experience in a mixed Windows/macOS environment
Proficient with Windows 10/11 administration (basic Group Policy, Settings)
Familiar with macOS configuration basics (profiles, Jamf Self‑Service)
Strong troubleshooting mindset for hardware, networking (Wi‑Fi, Ethernet), and software issues
Experience using a ticketing platform (ServiceNow, Jira) and following ITIL‑style workflows
Basic knowledge of networking concepts (IP addressing, DNS, DHCP)
Ability to follow written procedures and scripts
Good written and verbal communication; comfortable explaining technical steps to non‑technical users

Nice To Haves

Exposure to PowerShell or Bash is a plus
Relevant entry‑level certifications are advantageous (CompTIA A+, Microsoft Modern Desktop Associate, Apple Certified Support Professional)

Responsibilities

Acts as the first point of contact for user‑reported issues
Responding to tickets, phone calls, and chat requests for both Windows 10/11 and macOS (Monterey +)
Diagnosing and fixing hardware problems (e.g., laptops, desktops, peripherals) and software issues (OS glitches, Office 365, basic Mac applications) using remote‑assist tools such as Microsoft Remote Desktop and RemoteCall
Handle device provisioning by imaging, configuring, and deploying workstations with established standards (SCCM or Jamf Self‑Service)
Perform routine hardware upgrades, and manage warranty RMA processes
Applying scheduled OS and application patches, verifying successful installations, and ensuring endpoint protection agents and disk encryption (BitLocker/FileVault) are correctly deployed
All incidents are logged, categorized, and updated in the service‑desk system (ServiceNow, Jira Service Management), with concise resolution notes added to the knowledge base
Clear communication with users—explaining status, next steps, and providing brief "how‑to" guidance for tools like Teams, OneDrive, or iCloud—is essential
Commitment to continuous learning (staying current on OS updates, new hardware, and corporate tooling)