IT Service Desk Specialist

Janus Henderson Investors•New York, NY

42d•$38 - $41•Hybrid

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
Annual Bonus Opportunity: Position may be eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.
Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career page here.