Desktop Support Technician

Phyton Talent Advisors; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Phyton Talent Advisors is seeking an IT Support professional to serve as the first line of contact for end users across the US region and on site in New York. You will troubleshoot incidents, guide users through technical steps, and document issues and resolutions in detail.

You will support Windows and macOS devices, manage SaaS apps, and assist with onboarding/offboarding, device provisioning, and VPN access while coordinating with the local IT team for events and conference-room tech.

Qualifications

• 2+ years in technical support, service desk, or help desk role.
• Experience with MDM and endpoint-security solutions.
• Experience supporting SaaS apps such as Google Workspace, Okta, Slack, JumpCloud/Jamf and Zoom.
• Practical experience supporting Windows and macOS.
• Experience using a ticketing/ITSM platform.
• Knowledge of workplace tech, printers, conference-room equipment, Wi-Fi, VPN, and remote support.

Responsibilities

• Act as the first point of contact via ticketing system and in-person for end users.
• Log, categorize, prioritise, troubleshoot, resolve, and follow up on incidents and requests.
• Provide clear, patient technical guidance and own resolution or handover.
• Document symptoms, steps, resolutions, and escalation details accurately.
• Provide onsite 1st line support for NY office: Wi-Fi, printers, rooms, and 2FA.
• Provide remote 1st line support across the US region.
• Support workplace technology and IT team during events and office changes.

Skills

Communication skills

Customer service

Time management

Agile environment

Tools

MDM

Antivirus

Google Workspace

Okta

Slack

Zoom

JumpCloud

Jamf

VPN

Job description

Main responsibilities

End User Support

• Act as the first point of contact through the ticketing system and in-person assistance.
• Log, categorise, prioritise, troubleshoot, resolve, and follow up on incidents and requests in line with service expectations.
• Provide clear, patient technical guidance to non-technical users and maintain ownership until resolution or a confirmed handover.
• Document symptoms, troubleshooting steps, resolution details, and escalation notes accurately.
• Provide onsite 1st line support for the New York office, including but not limited to Wi-Fi connectivity, printers, conference rooms, meeting technology, passwords, and 2FA.
• Provide remote 1st line support across the US region through approved communication and support platforms.
• Support workplace technology and the local IT team during events, office changes, and business-critical meetings.

Endpoint, hardware, and software support

• Diagnose and resolve Windows and macOS hardware issues
• Configure and deploy hardware to new hires
• Configure and deploy replacement hardware to existing users
• Assist with software deployment, security updates, anti-virus protection, patching, and endpoint compliance.
• Administer devices through the MDM solution and maintain accurate hardware, software, and licence records through the asset-management solution.
• Coordinate hardware repair, replacement, vendor support, and onsite visits when an issue cannot be resolved remotely.

Applications, access, and onboarding

• Support SaaS applications including Google Workspace, Okta, Slack, Zoom, and other business-critical tools.
• Assist with account creation, access requests, password resets, 2FA, permissions, and user authentication issues in line with security procedures.
• Support onboarding and offboarding across the US region, including hardware provisioning, account setup, access changes, equipment recovery, and onboarding sessions.
• Provide basic user guidance and training for workplace applications and technology.

Required experience

• At least 2 years of experience in a technical support, service desk, help desk, or desktop support role.
• Experience working with MDM and anti-virus or endpoint-security solutions.
• Experience supporting SaaS applications such as Google Workspace, Okta, Slack, Jumpcloud/Jamf and Zoom.
• Practical experience supporting both Windows and macOS.
• Experience using a ticketing or IT service-management platform.
• Knowledge of workplace communication technologies, printers, conference-room equipment, basic networking, Wi-Fi, VPN, and remote support.
• Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.

Required skills and behaviours

• Excellent verbal and written communication skills.
• Strong customer-service mindset and the ability to explain technical issues clearly and calmly.
• Ability to prioritise work, follow established procedures, and manage multiple tickets or assignments.
• Strong attention to detail, documentation, follow-through, and ownership.
• Ability to work effectively in an agile environment.
• A focus on efficiency and effectiveness.
• A can-do attitude, bringing energy, drive, and enthusiasm to the role.
• Curiosity and openness to learning from others, acknowledging weaknesses, and growing.
• Sound judgement about when to resolve independently and when to elevate.