Desktop Support Specialist

RennerBrown; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

RennerBrown in New York City is seeking a Technology Support Specialist focused on advanced troubleshooting. You will investigate complex issues beyond standard desktop support, with hands-on work on Windows, cloud services, networking, and scripting via PowerShell.

This onsite role partners with engineering and infrastructure teams, requires strong communication, and a proactive drive to improve support processes, documentation, and asset management using ServiceNow and other tools.

Qualifications

• Bachelor’s degree in a technology-related field.
• 4–5 years hands-on support experience.
• Industry certifications such as Microsoft, Google IT Support, or CompTIA are valued.

Responsibilities

• Diagnose and resolve complex issues across Windows, mobile, cloud and networking environments.
• Perform detailed root cause analysis and drive full resolutions.
• Use PowerShell or scripting to automate tasks and streamline troubleshooting.
• Collaborate with engineering and infrastructure teams on deep investigations.
• Provide hands-on end-user support for workstations, devices, and collaboration tools.
• Maintain ticket updates, review incidents, and improve support processes.

Skills

Windows OS

Windows Server

Azure AD

PowerShell

ServiceNow

Networking basics

Intune

iOS/Android support

AV/conferencing tech

Microsoft 365 / Teams

Box/Cloud storage

Education

Bachelor’s degree in a technology related field

Tools

ServiceNow

Intune

Webex

Job description

Technology Support Specialist, Advanced Troubleshooting

Overview

A New York City based technology team is seeking a Support Specialist with strong technical depth and the ability to troubleshoot beyond standard desktop support. This is an onsite role that requires someone who can independently investigate complex issues, identify root causes, and work comfortably with PowerShell and other diagnostic tools.

This position is ideal for someone who has outgrown traditional Level 2 support and is ready for a more hands on, higher impact role within a fast moving environment.

Key Responsibilities

Advanced Troubleshooting and Root Cause Analysis

• Diagnose complex issues across Windows, mobile, cloud, and networking environments and drive them through full resolution.
• Perform detailed root cause analysis instead of temporary or superficial fixes.
• Use PowerShell or similar scripting tools to automate tasks, gather data, or streamline troubleshooting.
• Collaborate with engineering and infrastructure teams when deeper technical investigation is required.

End User and Technology Support

• Provide hands on support for workstations, laptops, mobile devices, collaboration tools, and AV systems.
• Handle installations, configurations, upgrades, and ongoing maintenance of hardware and software.
• Support video conferencing and meeting room technologies and help users adopt new tools.

Service Management and Documentation

• Maintain structured and timely updates in the ticketing system.
• Review open incidents for the team and help move time sensitive issues forward.
• Follow support procedures and runbooks while proposing improvements when necessary.

Project Work and Continuous Improvement

• Participate in technology initiatives and take ownership of assigned technical components.
• Suggest enhancements to workflows, support processes, or knowledge documentation.
• Support asset management and inventory tracking using ServiceNow or similar tools.

Communication and Collaboration

• Communicate clearly with users, peers, and leadership, translating technical findings into understandable updates.
• Set expectations, manage priorities, and follow through on commitments.
• Build strong working relationships through reliability and technical credibility.

Technical Exposure

Looking for experience with several of the following:

• Windows 10 and 11, Windows Server
• Azure services and Active Directory
• PowerShell scripting and automation
• ServiceNow or comparable ticketing platforms
• Networking fundamentals, firewall policies, and VPN technologies
• Endpoint management tools such as Intune
• iOS and Android support
• AV and conferencing technologies including Webex, Cisco, Polycom, Logitech
• Microsoft 365 applications and collaboration platforms such as Teams and Slack
• Cloud storage solutions including Box or Microsoft 365

Education and Experience

• Bachelor’s degree in a technology related field with roughly four to five years of hands on support experience.
• Industry certifications such as Microsoft certifications, Google IT Support, or CompTIA credentials are strongly valued.