AI-Driven IT Helpdesk Specialist – Onsite Midtown

Ikon Search; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Ikon Search seeks a Hands-on Helpdesk Analyst to manage intake via calls, emails, and tickets, providing prompt, courteous support for Windows and Microsoft 365 environments.

You will document ServiceNow tickets through resolution, assist with hardware and software issues, and support remote access tools, meetings, and AI-assisted improvements. On-site Midtown Manhattan familiarity preferred.

Qualifications

• Strong customer service skills and professional IT support experience.
• Experience handling IT helpdesk requests via calls, emails, or tickets.
• Experience with Microsoft 365 apps (Outlook, Teams, SharePoint).
• Experience with Zoom and Microsoft Teams for conferencing.
• Familiarity with AI apps like Copilot or similar tools is a plus.
• Bachelor’s degree preferred; equivalent experience will be considered.

Responsibilities

• Serve as the primary Helpdesk intake across calls, emails, and tickets.
• Handle 10–20 Helpdesk requests per day with prompt, courteous support.
• Document and track ServiceNow tickets through resolution with accurate notes
• Provide first-level support for hardware, software, connectivity, and tools
• Install, troubleshoot, and maintain desktops, laptops, printers, and peripherals
• Support remote access tools (Citrix, VPN) and Microsoft 365 environment
• Set up and support in-person/virtual meetings (Zoom, Teams, conference rooms)
• Use AI tools to improve support, docs, and knowledge sharing
• Identify AI/automation improvements to reduce repetitive work
• Create and update how-to guides and training materials
• Assist IT projects and document process improvements
• Coordinate with senior IT staff, vendors, and external Helpdesk partners

Skills

Customer service

IT support

Windows support

Microsoft 365

Zoom support

Teams support

AI tools

ServiceNow

AI tools familiarity

Education

Bachelor’s degree

Tools

ServiceNow

Microsoft 365

Active Directory

Intune

Power BI

SharePoint

EndPoint Configuration Manager

Job description

Ikon Search seeks a Hands-on Helpdesk Analyst to manage intake via calls, emails, and tickets, providing prompt, courteous support for Windows and Microsoft 365 environments.

You will document ServiceNow tickets through resolution, assist with hardware and software issues, and support remote access tools, meetings, and AI-assisted improvements. On-site Midtown Manhattan familiarity preferred.