Desktop Support Engineer

Green Key Resources; New York (NY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Green Key Resources in New York City seeks a Senior Technician, Desktop Support to join the IT Support Team. Based in the NYC office, you will provide direct, high-touch technical support to employees across New York, San Francisco, and remote locations, on an 8:00 AM - 5:00 PM Eastern schedule, Monday through Friday, primarily on-site with occasional remote work for after-hours tasks.

The role emphasizes proactive troubleshooting, imaging and deployment, workstation configuration, and end-user

Qualifications

• Excellent verbal and written communication skills.
• Strong proficiency with Microsoft 365 (Teams, OneDrive, SharePoint).
• Solid knowledge of Windows 10 and Windows 11.
• Experience with Zoom (meetings, webinars, rooms).
• Hands-on experience with printers, laptops, workstations, iPhones.

Responsibilities

• Maintain, support, and enhance end-user technologies to ensure reliable operations.
• Provision new user accounts, configure laptops, and set up desks/workstations.
• Diagnose and resolve hardware and software issues across devices.
• Lead hardware/software refresh projects and OS upgrades.
• Provide remote and on-site (A/V) support for meetings and conferences.
• Own support tickets and drive timely resolution.
• Document service desk procedures and propose IT improvements.

Skills

Microsoft 365

Windows 10/11

Zoom

A/V support

End-user support

Job description

Overview The Senior Technician, Desktop Support is a key member of the IT Support Team, based in the New York City office. This role provides direct, high-touch technical support to employees across New York, San Francisco, and remote locations. The position operates on an 8:00 AM - 5:00 PM Eastern schedule, Monday through Friday, and is primarily on-site with flexibility for remote work during weekend or after-hours tasks.

The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced, high-expectation environment where white-glove service is essential.

Responsibilities

• Maintain, support, and enhance end-user technologies to ensure reliable, secure, and efficient operations.
• Provision new user accounts, configure laptops, and set up desks/workstations.
• Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Lead and execute hardware/software refresh projects, including operating system upgrades and mobile device deployments.
• Ensure continuity and stability of all end-user facing systems and applications.
• Independently support employee and client meetings, including A/V equipment, conference room technology, and presentation hardware.
• Deliver high-touch, white-glove support to executives, assistants, and staff.
• Take full ownership of support tickets and drive timely resolution.
• Perform imaging, deployment, and lifecycle management of computers.
• Partner with management to plan and execute technical and operational projects.
• Create clear, user-friendly documentation for service desk procedures.
• Promote adoption of new technologies in a rapidly evolving environment.
• Serve as a team lead when collaborating with other departments on technology initiatives.
• Work closely with fellow support staff to identify areas of improvement, consolidation, and operational efficiency.
• Contribute ideas and participate actively in team discussions.
• Troubleshoot daily software, hardware, and network issues; assist with general IT requests.
• Provide remote and on‑call support as needed.
• Resolve incident tickets through accurate diagnosis and appropriate remediation.
• Communicate effectively with team members to maintain alignment and awareness.
• Assist with office moves, equipment installations, and system upgrades.

Qualifications

• Excellent verbal and written communication skills.
• Strong proficiency with Microsoft 365, including Teams, OneDrive, and SharePoint.
• Solid knowledge of Windows 10 and Windows 11.
• Experience with Zoom (meetings, webinars, rooms).
• Hands-on experience with hardware: printers, laptops, workstations, iPhones.
• Ability to work independently while knowing when to elevate issues.
• High attention to detail and strong organizational skills.
• Willingness to perform physical tasks (moves, installs, cabling, etc.).
• Strong problem-solving abilities and a proactive mindset.
• Ability to follow established procedures, policies, and documentation.
• Demonstrated ability to identify and recommend improvements to IT services.
• Comfortable working under pressure and managing competing priorities.