Desktop Support Technician (DSS)

Raas Infotek LTD; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Raas Infotek LTD in New York is seeking an experienced IT Support Specialist to provide deskside and remote support for Windows and Apple devices, with imaging and deployment responsibilities. You will manage ServiceNow tickets, onboard new hires, and ensure asset accuracy and policy compliance.

Ideal candidates have 5–7 years in desktop support, solid Microsoft 365 and macOS knowledge, and familiarity with networking basics, with on-call rotation included.

Qualifications

• 5–7 years of IT experience in desktop or end-user support.
• Hands-on experience with Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS platforms.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
• Strong interpersonal and customer service skills with a problem-solving mindset.
• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.
• Must be able to lift up to 50 lbs.

Responsibilities

• Provide deskside and remote support for Windows and Apple devices.
• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Configure and troubleshoot end-user devices.
• Support mobile device setup and troubleshooting (iOS/Android).
• Diagnose and resolve hardware and software conflicts.
• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure hardware assignments are accurate and recorded in the asset management system.
• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
• Coordinate with vendors for repairs or replacements of malfunctioning equipment.
• Ensure support activities comply with IT policies, security standards, and SLAs.
• Participate in rotational on-call support (including nights/weekends).

Skills

End-user support

Windows 10/11

macOS

Office 365

Imaging/Deployment

Intune

Autopilot

ITSM/ServiceNow

Networking basics

Customer service

On-call rotations

Tools

ServiceNow

Intune

Autopilot

Job description

New York

Provide deskside and remote support for Windows and Apple laptops/desktops.

• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).


• Perform device imaging, deployment, and post-deployment troubleshooting.


• Configure and troubleshoot end-user devices


• Support mobile device setup and troubleshooting (iOS/Android).


• Diagnose and resolve hardware and software conflicts.


• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.


• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).


• Ensure hardware assignments are accurate and recorded in the asset management system.


• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.


• Coordinate with vendors for repairs or replacements of malfunctioning equipment.


• Ensure support activities comply with IT policies, security standards, and SLAs.


• Participate in rotational on-call support (including nights/weekends).

Requirements

• 5–7 years of IT experience in desktop or end-user support.


• Hands-on experience with Office 365 troubleshooting and administration.


• Strong knowledge of Windows 10/11 and macOS platforms.


• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).


• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).


• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).


• Strong organizational skills with ability to prioritize multiple tickets and requests.


• Excellent interpersonal and customer service skills with a problem-solving mindset.


• Experience working in a help desk or call center environment preferred.


• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.


• Must be able to lift up to 50 lbs.