IT Service Desk Specialist
About The Position
Provide high-touch, white glove IT support to executives and staff in the New York City office, ensuring a seamless and professional user experience. Deliver remote and onsite technical support to global employees across multiple time zones. Diagnose and resolve hardware, software, and network issues promptly and effectively. Manage and maintain IT assets including laptops, mobile devices, AV systems, and peripherals. Partner with global IT teams to ensure consistent service delivery and alignment with support standards. Facilitate onboarding and offboarding processes, including device setup, account provisioning, and user orientation. Maintain detailed documentation of support requests, resolutions, and asset inventory. Support and maintain meeting room technology and video conferencing systems to ensure reliability and ease of use. Identify and implement opportunities for process improvement to enhance IT service quality and efficiency. Carry out other duties as assigned.
Requirements
- Minimum of 3 years of experience in IT support or service delivery, ideally within a global organization.
- Strong proficiency in Windows, macOS, Office 365, and commonly used enterprise applications.
- Exceptional communication and interpersonal skills with a strong customer service orientation.
- Proven experience supporting VIPs or executive-level users in a high-demand environment.
- Ability to work independently, prioritize tasks, and thrive in a fast-paced setting.
- Familiarity with ITIL practices and service management platforms such as ServiceNow.
- Must possess experience with Active Directory and Multi-Factor Authentication (MFA).
Nice To Haves
- Experience with iOS and Mac management tools is a plus.
Responsibilities
- Provide high-touch, white glove IT support to executives and staff in the New York City office, ensuring a seamless and professional user experience.
- Deliver remote and onsite technical support to global employees across multiple time zones.
- Diagnose and resolve hardware, software, and network issues promptly and effectively.
- Manage and maintain IT assets including laptops, mobile devices, AV systems, and peripherals.
- Partner with global IT teams to ensure consistent service delivery and alignment with support standards.
- Facilitate onboarding and offboarding processes, including device setup, account provisioning, and user orientation.
- Maintain detailed documentation of support requests, resolutions, and asset inventory.
- Support and maintain meeting room technology and video conferencing systems to ensure reliability and ease of use.
- Identify and implement opportunities for process improvement to enhance IT service quality and efficiency.
- Carry out other duties as assigned.
Benefits
- Hybrid working and reasonable accommodations
- Generous Holiday policies
- Paid volunteer time to step away from your desk and into the community
- Support to grow through professional development courses, tuition/qualification reimbursement and more
- Maternal/paternal leave benefits and family services
- Complimentary subscription to Headspace - the mindfulness app
- Corporate membership to ClassPass and other health and well-being benefits
- Unique employee events and programs including a 14er challenge
- Complimentary beverages, snacks and all employee Happy Hours
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
